We have appointed British Gas to take on the 350,000 domestic customers and 1,000 non-domestic customers of People's Energy, which is ceasing to trade.
This appointment took effect on 19 September 2021, following a competitive process Ofgem has run to get the best deal for customers.
This guide will answer some of your questions on what happens now.
Your supply
People's Energy customers were transferred to a new contract with British Gas on 19 September 2021. British Gas will then contact all customers to explain what happens next.
If you haven't heard from them within a few days, please get in contact using the details below.
Our advice is not to switch immediately, but wait until British Gas has been in touch with you. They will contact you with personalised information about your tariff.
Your account will be fully set up with them in the coming weeks. British Gas will contact you at this point to confirm once this has happened.
If customers wish to change their tariff or switch supplier, they should ask to be switched to another British Gas tariff, or shop around. You won’t be charged any exit fees. Waiting for them to contact you will be the smoothest way for any credit balances domestic customers had with People's Energy honoured by British Gas.
British Gas will honour domestic customers’ credit balances for both current and past domestic customers of People's Energy who are owed money.
British Gas will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on debt or credit on your account. The review process may take several weeks as British Gas needs to receive and review records from People's Energy. When calculating your credit balance, they will deduct any unbilled charges for your supply by People's Energy.
Current and former customers who owe money, or are in debit to People's Energy should wait to hear from British Gas or People's Energy’s administrators who will talk to them about repayment arrangements.
If you have switched and owed People's Energy money, including if you were paying this money back, the administrators or British Gas will be in contact with you to discuss repayment arrangements.
British Gas will honour credit balances for both current and past domestic customers of People's Energy who are owed money.
British Gas will review details of any debt or credit on your account. Wait for them to contact you with relevant instructions. They will also be able to answer any questions you may have on credit on your account. The review process can take some time. When calculating your credit balance, British Gas will deduct any unbilled charges for your supply by People's Energy.
No. British Gas will not pay this compensation. You should contact People's Energy’s administrators in this situation. We will publish their contact details in ‘Further help and advice’ below when they are appointed.
If you think your complaint is still ongoing, then once British Gas contact you, please discuss with them how the issue can be resolved.
Payments through direct debit
You don’t need to cancel your direct debit, but can if you wish to. British Gas will be in touch with you about whether your existing direct debit will remain in place, or whether they will set up a new direct debit.
You don't need to worry if you’ve already cancelled your direct debit. British Gas will be in touch with you to set up a new customer account and direct debit. They will also be able to tell you what will happen with any credit balance you may have with People's Energy.”
Smart meters
Some customers with newer models of smart meter should see no loss in smart functionality. Unfortunately customers with older smart meter models will see a loss of smart functionality, but their supplies will continue uninterrupted. British Gas will upgrade these older meters for any customers who request it. Once the transfer to British Gas is complete, they will take steps to restore smart functionality.
Government and social schemes
If you had a Smart Export Guarantee (SEG) tariff with the failed supplier, once we've appointed a new supplier you will need to agree a new SEG tariff for your exported electricity to continue to receive SEG payments. You may need to find another SEG supplier if the new supplier is not a SEG licensee.
New SEG licensees are only obliged to make payments for exported electricity when a new SEG contract starts.
British Gas is not required to take on any unresolved complaints relating to People's Energy.
However, if you believe your complaint is still ongoing, once British Gas contact you, please discuss with them how the issue can be resolved.
If your complaint was open with the Ombudsman, they will be in contact with you in due course to discuss next steps.
Enquiries
British Gas will contact People's Energy customers with more information about their contract, tariff and any credit owed to you. If your question isn't answered here, you should contact the British Gas customer contact team.
