FAQs

1. Account No – This is your unique customer number. You can provide this number to us upon your query, so we can identify you more quickly.
2. MPAN – A Meter Point Administration Number is used to identify your individual electricity supply point. It is displayed in a table and consists of 21-digit numbers with the letter S at the beginning.
3. MPRN – A Meter Point Reference Number is used to identify your individual gas supply point. It is made up of numbers and contains no letters.
4. Contract End Date – This is the date your contract will come to an end.
5. Billing Reference Number – This is a unique number assigned for every bill. If you have a query related to your bill, please give our team your Billing Reference Number.
6. Statement Date – The date in which your bill is produced.
7. Bill Generated On – The date in which your bill is generated.
8. Supply Address – This is the address, where the meter is located.
9. Meter Type – This is the type of meter on site, EG. AMR, SMETs, SMETs2, HH, Unmeasured etc.
10. Meter Serial No – This is also known as an MSN or Meter ID. If this does not match with your meter on site, please contact us.
11. Billing Period – The period for which you have been billed for.
12. Balance Carried Forward – This is the balance carried forward from your last bill.
13. Total Amount – This is the total amount owed by you on your account. If this is a minus number, this indicates that your account is in credit.
14. Direct Debit Date – This is the date your payment will come out of your account.
15. CF – Correction Factor is used to calculate your Gas price. The value gives a more accurate view of consumption.
16. CV – Calorific Value is used to measure the amount of energy released when a specific volume of Gas is completely burned, ranging from 37.5 to 43.0 megajoules per cubic meter (MJ/m3). This value is used to calculate how much gas you’ve used, helping to convert gas units into the energy you are billed for.
17. Additional Charges:

• Climate Change Levy (CCL):

• DUoS (Distribution Use of System) charges consist of:

1. Availability Charge – also known as KVA and Agreed Supply Capacity (ASC) charge
2. Excess Availability Charge – charged if the Agreed Supply Capacity is exceeded
3. Reactive Power
4. Daily Charge or Standing Charge
5. Unit Rates – there are three-time band periods in which these rates are split into; Red, Amber and Green. We use the time banding that is created by the Regional Distribution companies, these are different depending upon the company supplying that region.

• VAT (Value Added Tax):

• Key for Meter Reads:

• The Energy Component
• BSUoS & RCRC
• Contracts for Difference (CFD)
• Feed in Tariff (FIT)
• Renewable Obligation (RO)
• AAHEDC
• Capacity Market
• Settlement Charges
• DUoS
• TNUoS
• Meter Operator Charges (MOP) if applicable in your case
• Data Collector (DC) if applicable in your case
• Data Aggregator (DA) if applicable in your case

• Excess Capacity Charges if applicable in your case & for HH Meters
• Reactive Power Charges if applicable in your case & for HH Meters
• Climate Change Levy if applicable in your case
• VAT if applicable in your case

AQ stands for Annual Quantity, which is in relation to Gas.

EAC stands for Estimated Annual Consumption, which is in relation to Electricity.

A Correction Factor is used in Gas, to calculate your Gas price. The value gives a more accurate view of consumption, taking into account the temperature and atmospheric conditions.

A Calorific Value is used in Gas, to measure the amount of energy released when a specific volume of Gas is completely burned, ranging from 37.5 to 43.0 megajoules per cubic meter (MJ/m3). This value is used to calculate how much gas you’ve used, helping to convert gas units into the energy you are billed for.

Our team will be in touch with you for a non-payment via email. If we get no response from the first email within a reasonable timeframe, then another reminder email will be sent to you. If we still don’t get a response, then your case will be handed over to a third party payment collection agent. If you still fail to pay your energy bill, we will then look to de-energise or disconnect your meter and require a security deposit before we reconnect your meter. We will apply for a warrant to enter your property, to disconnect your supply. You will have to bear all administrative charges apart from your energy bill amount.

If you are signed into a fixed term contract, then the price of your energy will not change over the contract period. A fixed term contract protects you from pricing fluctuations in the wholesale market.
However, there could be changes to your account over your contract, that are out of our hands such as; taxes, Climate Change Levy, VAT or Transmission and Distribution charges. If there is going to be a change in your contract, we will advise you of any changes. The price of your commodity will never change.
If you pay via Direct Debit and you cancel this, you may be moved onto our Out of Contract rates until the Direct Debit is reinstated.

If we continue to supply your energy, once your fixed term contract ends, then you could be on Out of Contract rates. Our team will be in touch with you, prior to your contract end date to see how we can help you with a new contract, to avoid the Out of Contract rate.

Take a current reading and then get in touch with our team. We can compare the reading against your actual usage.

We would estimate your consumption based on your usage for that particular month, if we don’t receive a meter reading from you. To avoid estimation, send us a meter read along with a photograph of your meter towards the end of your billing cycle. NGP would really appreciate it, if you can send us a read and photograph, every 3 months so we can understand your consumption pattern.

The Balancing Services use of System Charges are paid by suppliers based on the energy taken from or supplied to the National Grid.

The Distribution Use of System Charges covers the cost of installing and managing every connection to the Electricity distribution network.

An MTC indicates how many registers your electricity meter has and the time they operate during the day. For example, if your meter has two registers, then one will record day time consumption and the other will record night time consumption.

The LLF is an expected cost that is charged to the supplier from the Distribution Company for using their cables and network in the region you reside. It also indicates the potential charges that occurred due to the loss of energy that incurred in the process of getting the electricity to your meter.

You can pay us either by Direct Debit or BACS, subject to your contract.

You are issued a credit note, if there has been a case of incorrect billing. Please see the below examples of where you’d receive a credit note:

1. When you have been over charged for your energy.
2. The credit note corrects the value on your previous bill.

We would estimate your consumption based on your usage for that particular month, if we don’t receive a meter reading from you. To avoid estimation, send us a meter read along with a photograph of your meter towards the end of your billing cycle. NGP would really appreciate it, if you can send us a read and photograph, every 3 months so we can understand your consumption pattern.

Read the dials from left to right, ignoring the dial marked 1/10. The pointer must be between two numbers, note down the lower number. If the pointer is between 9 and 0, then note down 9.

Submit all the digits that are shown on the meter, including the decimal point. If you have a meter that has more than one line, then make sure to submit both lines as they appear in the boxes on the meter.

Record the numbers from left to right. Ignore the red number(s). Record all seven numbers as they appear on the meter, if the meter has more than one line.

1. Record the numbers from left to right
2. Ignore any numbers in red and anything after a decimal point or space

• Read each dial from left to right and ignore any dials in red, the large dial and any that are marked up as “100 per rev”.
• If the dial is resting between two numbers, always go with the lower number.
• If the dial rests between 0 and 9, always go with 9.
• After writing down your meter reading, if any of the numbers are stated as 9 you need to take 1 away from the dial immediately to the left.
• Make note of the way the numbers run around the face of the dial, either clockwise or counter-clockwise. The first and third dials will run clockwise and the second and fourth will run counter-clockwise. Make sure you read them accordingly to the way they run.

Depending on your eligibility, we will install an AMR (Automatic Meter Read) or Smart (SMETs2) Meter. Please get in contact with our team and we will arrange a convenient install date and time with you.

As of 30th June 2025, RTS meters are going to be phased out in stages, gradually moving across different areas of the UK. RTS meters rely on longwave radio signals to automatically switch between peak and off-peak times. The RTS meters will be upgraded to modern smart meters, ensuring accurate billing and flexible tariffs.

Smart meters measure your energy use, which sends the information to your supplier through a wireless network. Smart meters are designed to give your provider accurate data of usage.

An Automatic Meter Reading works in the same way as a smart meter, transmitting consumption data to your supplier.

SMETS stands for Smart Metering Equipment Technical Specification. SMETS1 is a first generation smart meter, SMETS2 is a second generation smart meter. Currently all energy companies are installing a SMETS2 smart meter. They are connected to a central wireless network, meaning that they can be operated by all energy suppliers and the switch to another supplier is straight forward.
The most common type of smart meter in the UK is the SMETS1.

Yes, you will be able to read your meter through the display.

All meter readings are taken and sent through to your supplier using GPS technology, meaning you no longer have to manually read and submit readings. This reduces the need for estimated billing and also improves accurate billing.

Smart Meters record consumption data, which then stores the information on a database for up to one year.

Your contract and bill will state which tariff you are on.

Your CED will be displayed on your contract.

We will send you a reminder 90 days prior to the end of your current contract with us, however if you do not renew your contract, out of contract rates will be applied. These will be applied until you enter a new Gas or Electricity contract with us or switch to another Gas or Electricity supplier.

A deemed contract is when a new customer has not negotiated a new contract with us or not been supplied by us, following a change of tenancy. Our deemed rates will continue to apply until you enter a new contract with us or change to a new supplier.

Day Rate: +10p per kWh above your previous contracted rate.
Night Rate: +5p per kWh above your previous contracted rate.

1. Please check your contract period from your current supplier for a notice period and to see if any termination fees or exit charges are applicable to you. You can then proceed to get a quote from us.
2. Once we have the information and sent you back a quote, we will await to hear from you. If you agree to the quote, we will then send you through a contract to sign. Please provide 30 days’ notice to your current supplier. We will then register you with a supply start date.
3. On your transfer date, you will receive a welcome pack via email, which will include useful information related to your supply. If your meter is not a smart meter, we will expect you to provide us with a meter reading within +/- 5 days from your switch date/supply start date. This will ensure that the closing bill with your previous supplier and your opening bill with NGP will be accurate.

1. When your contract ends with NGP, you are then able to switch to a different supplier if you wish.
2. If you are intending to switch to another supplier, we would need you to give us notice as per T&C’s of your contract.
3. Before we can release you to another supplier, all outstanding dues will need to be cleared before the switch.
4. If your meter is not a smart meter, please provide us with a final reading on the transfer date.

1. An early termination fee will be applicable to you, which will be calculated as per your T&Cs of your contract.
2. In order to release you, make sure all outstanding dues are cleared along with early termination charges before you switch.
3. If your meter is not a smart meter, please provide us with a final reading on the transfer date.

Please let us know as soon as possible if you are moving out of a property. If we are not aware of this, you will be legally considered as responsible for the supply as well as associated costs.

Please get in touch with a meter reading and the date you moved into the property. We can then take further details and setup a new account with your business name.

It takes around 10 working days to change your billing and supply details to your new address.
If you are still waiting after 10 working days, please give us a call.

Here at NGP, we place customers at the heart of everything we do and we’re known for our great customer support skills. Regardless the size of your energy contracts, we’re here with you every step of the way. We believe in honesty, transparency and integrity.
We always listen and ask questions, ensuring we find out about yourself and your business.
We avoid jargon, making things simple and clear.
We focus on building long-lasting relationships, through our customer experience.

Regulated charges that are charged by the National Grid and the regional electricity Distribution companies. These charges are to cover the costs of transportation of Gas & Electricity to your business. The charges make up around 20% of the Electricity invoice and are built into the price of Gas & Electricity, which is then recovered through your Gas & Electricity invoice.

Yes, all calls are recorded and monitored for training and verification purposes.

VAT is charged at the current standard rate of 20%, however there are some exceptions. You can get the reduced 5% VAT rate if you are a charity or use less than the de Minimis amount of energy (under 1,000kWh of Electricity or 4,397kWh of Gas per month).