To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on email@example.com.
Robin Hood Energy is a not for profit company, launched by Nottingham City Council. Unlike profit driven, big energy companies our mission is to provide low cost gas and electricity to every household in the UK.
Our ambition is to reduce fuel poverty across the country by providing energy as cheaply as we can. We know that one of the best ways to support struggling, low-income families is to help them save on their energy bills. We work especially hard to support prepayment customers who are often offered uncompetitive, expensive tariffs by large energy companies. Robin Hood Energy is working towards a future where no one has to choose between food or fuel.
We’re a forward thinking energy company who offer low prices, excellent customer service and most importantly we put customers at the heart of everything we do.
At Robin Hood Energy we are committed to delivering an excellent service. You will benefit from our low prices, discounts for credit accounts managed online, and energy saving tips. All of this will help you manage your energy usage easily and with confidence. Our standards of service give you help and safety advice to ensure you get the most out of your energy account.
We put our customers at the heart of what we do. There are no hidden costs, we are open and honest and we will do our best to help you every step of the way.
Our service standards cover both the standards we will deliver as a business, alongside the Guaranteed Standards of Performance that are required by Government and the industry regulator, Ofgem. These standards underpin our service and provide the framework for all our business activities ensuring we provide you with a positive customer experience, value for money and a fair and clear billing process.
Guaranteed Standards of Performance ensure that you receive service levels that should reasonably be received by all energy customers and are expected to be provided by all energy providers.
Being smart with how you use your energy can help make a big difference to both your bills and the environment. Here at Robin Hood Energy we can offer you advice to help make your home more energy efficient and cost effective to run. By making a few small, simple changes around your home you can reduce your energy consumption and quickly start saving money. Follow the simple tips below.
The figures below are calculated using models or are based on evidence of field trials of products. The amount of money that can be saved will differ from household to household.
Source: The Energy Saving Trust
You may also be entitled to financial assistance towards the cost of insulation and heating improvements depending on your circumstances. To find out what help and support you may be entitled to, further information is available from:
The Energy Saving Trust
At Robin Hood Energy, we want to make things as simple as possible and paying for your energy usage is no exception.
Here are the ways that you can pay for your energy services:
If you, or someone you care for, are finding it difficult to pay then please contact us for advice. Our Customer Service Officers will listen, take into account you individual circumstances and advise you on the payment options available.
Taking further action is the last thing we want to do, so please contact us as soon as you can. If we don’t hear from you we will:
In the event that you don’t pay and we are unable to install a Pay-As-You-Go meter, we can disconnect your supply. We will not disconnect during the months of October to March if the house occupant is of pensionable age and lives i) alone, or ii) with other people that are all of pensionable age or under the age of 18.
We will take all reasonable steps not to disconnect during the months of October to March if one of the house occupants is disabled, chronically sick, of pensionable age or vulnerable.
If you do experience any difficulties, call one of our Customer Services Officers on 0800 030 4567 as soon as possible. We are open 9am to 5pm Monday to Friday.
Your gas appliance may not be working properly if you notice:
Source: The Health and Safety Executive
The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings checked for safety annually by a Gas Safe registered installer. At Robin Hood Energy we may be able to offer a gas safety check for you which will be carried out by a fully qualified engineer. This service will be free for customers who own and occupy their home, are in receipt of means tested benefits, have not had a gas safety check in the last 12 months and:
For more details, please contact us on 0800 030 4567.
If, during a gas safety check, the engineer finds that an appliance is dangerous, it will be condemned and cannot be used until it is repaired or replaced and no longer poses any further danger. If this happens, and you need support or advice, you can call the Gas Safe Register enquiry number on 0800 408 5500 (lines open Monday to Thursday 9am-5.30pm and Friday 9am-5pm).
Alternatively visit their website at www.gassaferegister.co.uk
You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. Carbon monoxide gas can be produced by faulty gas appliances, so, to ensure your home is safe, you will need to be aware of the following risks:
Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all or any of the following:
Symptoms may come and go, for example, improving when you are away from home or when the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide poisoning may be the cause.
For further information and advice on the dangers of carbon monoxide poisoning, please visit www.co-bealarmed.co.uk
We want you to have all the information you need to hand, so to help you get the most from your account with us, our Help section is full of useful material, including energy tips and advice. If you can’t find something, let us know so we can put it right.
We want to ensure that all our customers receive the best possible service to meet their needs. If you have special requirements, you may want to add your details to our Priority Services Register. The Priority Services Register is a list of customers who qualify for additional support.
Customers who qualify for the Priority Services Register can include:
These are some of the free services that we can provide to our Priority Service Register customers:
If you’re visually or hearing impaired we also provide support to help you manage your account.
If you would like to receive these, or any of our other support services, then just call us on 0800 030 4567.
For customers who are deaf or have hearing difficulties, Robin Hood Energy are able to offer free advice and support for those who have the correct equipment installed.
For extra security, you can use our free password scheme. All you need to do is choose a password (make sure it’s something no one else can guess) then call us on 0800 030 4567 and let us know what it is and we will make sure anyone from Robin Hood Energy visiting your home can confirm it with you.
We take your safety seriously. The Robin Hood Energy representative that visits your home will have the necessary skills to do the job that they are visiting you for. They will also be able to tell you about where you can find help and advice on your energy supply.
Our representatives always carry identification cards. Don’t worry about asking to check their card carefully as genuine representatives of Robin Hood Energy won’t mind at all.
If you’re unsure that someone who’s come to your home really is a Robin Hood Energy representative then please call us on 0800 030 4567 before you let them in and we’ll be happy to check their details.
Got a question? Need advice or help with your energy account? You can find the answers to frequently asked questions in Help & Advice.
At Robin Hood Energy, we’re committed to making sure that you receive an excellent service from us and strive hard to get things right first time for our customers. However, we know that occasionally we may get things wrong so if there’s a problem just give us a call and we’ll make sure that we put things right for you as quickly as possible.
If you decide to make a complaint about any aspect of our service, please rest assured that we’ll take your complaint seriously, work hard to resolve the problem and learn from your feedback to improve the way we deliver our services in the future. We’ll keep you informed throughout the complaints process so that you know what is happening every step of the way.
If your complaint relates to a problem with the delivery of your gas or electricity, we will pass it on to your network supply operator to investigate as they are responsible for your supply network.
If you’re not happy with our service, get in touch straight away.
You can do this by:
If we can’t sort out your query straight away, we’ll aim to get back to you by the following day. If you email us or write to us we’ll aim to get back to you by the next working day.
To resolve your complaint, we will:
We’ll talk to you about how we can work together to sort your complaint out. You can also ask us to undertake an internal review of how we’re handling your complaint.
We’ll work hard to try and get a result that you’re happy with, but if you’re not, we’ll look into things again and you’ll receive what is called a ‘Final Response’ (also known as a Deadlock Letter). This stage means that we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested and give you contact details for the Energy Ombudsman should you wish to take it further.
This is an independent organisation that offers a free service to help resolve things between us once you’ve received a final response from us; or if eight weeks have lapsed since you made your complaint and things haven’t been fixed. They will make their independent decision and if you agree we have to act on the way they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.
You can contact the Energy Ombudsman by:
To find out more about the Energy Ombudsman visit www.ombudsman-services.org/energy
If you smell gas, or think you have a gas leak, please call the Gas Emergency Services immediately on 0800 111 999 (24 hour emergency line)
Your electricity network operator looks after the safety and security of your electricity supply. Please contact one of the operators below in the event of an electrical emergency or power outage.
Electricity Distribution Network Operators
The Energy Networks Association have an online postcode checker to help you identify your energy distributor, or the following information will help you contact the right organisation in the event of a power cut in your area:
|Area||Company||Emergency No.||Website||Twitter account|
|North Scotland||SSE Power Distribution||0800 300 999||www.ssepd.co.uk||@hydroPD|
|Central and Southern Scotland||SP Energy Networks||0800 092 9290 (or 0330 1010 222 from a mobile phone)||www.spenergynetworks.co.uk||@SPEnergyNetwork|
|North East England||Northern Powergrid||0800 668 877||www.northernpowergrid.com||@Northpowergrid|
|North West England||Electricity North West||0800 195 4141||www.enwl.co.uk||@ElectricityNW|
|Yorkshire||Northern Powergrid||0800 375 675||www.northernpowergrid.com||@Northpowergrid|
|Merseyside, Cheshire, North Wales and North Shropshire||SP Energy Networks||0800 001 5400 (or 0330 1010 400 from a mobile phone)||www.spenergynetworks.co.uk||@SPEnergyNetwork|
|East Midlands, West Midlands, South Wales & South West England||Western Power Distribution||0800 6783 105||www.westernpower.co.uk||@wpduk|
|Eastern England||UK Power Networks||0800 783 8838 (or 0333 202 2021 from a mobile phone)||www.ukpowernetworks.co.uk||@UKPowerNetworks|
|Southern England||SSE Power Distribution||0800 072 7282||www.ssepd.co.uk||@southernelecPD|
|London||UK Power Networks||0800 028 0247 (or 0333 202 2022 from a mobile phone)||www.ukpowernetworks.co.uk||@UKPowerNetworks|
|South East England||UK Power Networks||0800 783 8866 (or 0333 202 2023 from a mobile phone)||www.ukpowernetworks.co.uk||@UKPowerNetworks|
Map and contact information kindly provided by the Energy Networks Association – http://www.energynetworks.org/
We hope in the first instance you’ll come to us if you need any help.
If you’re having difficulty paying your energy bills, please let us know immediately – we’ll do everything we can to help you. Together we can look at the best payment options to suit your circumstances.
Phone: 0800 030 4567
Citizens Advice (CAB) Consumer Helpline
It’s easy to get free, independent advice so that you “Know your rights” as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To “Know your rights” visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service. You can contact them via phone, for England call 08444 111 444, for Wales call 03444 772020 and for Citizens Advice Scotland, call on 0808 800 9060
Free advice and help with overcoming debt problems;
The Energy Saving Trust
Independent, free, expert advice to help you save energy and reduce your bills.
Plus – energy saving tips and also help finding energy grants;