FAQs - customer service

How do I change my business contact details?

Making amendments or updates to your account couldn’t be simpler just contact the Customer Service team who will take care of everything:

 What are my current electricity prices?

Opus Energy offers two invoicing options which will detail your current prices:

Opus Payment Plan billing – electricity prices are highlighted on all reconciliation invoices and will also be shown on your contract or renewal letter.

Opus Energy billing – electricity prices are highlighted on your monthly invoices and will also be shown on your contract or renewal letter. 

Alternatively you can contact the Customer Service team who will be happy to advise you:

How do I register for online account management?

To manage your electricity account information through our website couldn’t be easier, to register contact the Customer Service team who will give you your personalised login.

How do I contact the Customer Service team?

The Customer Service team always on hand to answer your questions:

Monday to Friday, 08.00 – 18.00

Customer Service Department
Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ

Are telephone calls recorded for verification purposes?

Yes, all telephone calls received by Opus Energy are recorded for training and verification purposes.

Where can I find the Terms & Conditions of my electricity contract?

Customers receive a copy of their electricity contract Terms & Conditions with their start letter. If you are a current customer and would like another copy of your contract Terms & Conditions, you can either download them:

Opus Energy standard Terms & Conditions

Opus Energy deemed Terms & Conditions

Or contact the Customer Service team:

Can the price I pay for energy change during the life of the contract?

What is the duration of my contract?

What happens at the end of my contract or the fixed-term period if I stay with you as my supplier and will you send me a reminder of the contract end date?

In what circumstances can an electricity company stop me switching to another energy supplier?

If you are being supplied under contract or have debt associated with this contract your current supplier may restrict you switching your business to a new supplier. Please contact the Customer Service team if you feel your business is being inappropriately prevented from switching supplier and they will be happy to advise you of your options:

Who can I contact to find out more information about my contract, and what information will they need from me to look up these details?

Under what circumstances can my energy supply be cut off?

Your energy supply can be cut off if a qualified engineer believes there is a risk to health and safety. There are also industry mechanisms in place to allow a supplier to disconnect a customer for non payment of debt, but the supplier must follow processes outlined by the industry and follow regulations laid out by Ofgem to protect priority customers. If you are experiencing difficulty in paying your invoices, please contact the Credit Control team who will be happy to work with you to resolve any problems you may be having:

What options are available regarding payment terms?

Your payment terms and payment methods will be agreed with you and detailed in your electricity supply agreement. If you are experiencing difficulty in paying your invoices, please contact the Credit Control team who will be happy to work with you to resolve any problems you may be having:

Am I committed to a minimum or maximum volume?

You are not committed to a minimum or maximum volume of supply of electricity to a property under your contract with Opus Energy. However, if you intend to materially increase the amount of electricity your business premises uses, we may need to organise to increase the capacity of supply provided to your premises by your local distribution company or change the meter at your connection point to one more suitable. This may alter the price you pay for your metering or distribution costs. If you plan to make changes to your property that may alter your requirements for electricity supply, please feel free to contact our Site-works team on the number below. They will be happy to talk through your plans with you and let you know the cost of different options if any changes are needed to your connection or metering. 

What are deemed contract rates?

The UK legislation covering the supply of electricity, stipulates that when an individual takes over the responsibility of a property, they are deemed to have entered into an agreement with the registered supplier of that property. This means that the electricity supplier is required to provide electricity to the customer and that the customer is required to pay for that electricity at the suppliers published rates until a new contract has been negotiated.

If you are currently on deemed rates call 0845 3300915* to negotiate the best electricity price for your business.

Why am I on deemed contract rates?

The UK legislation covering the supply of electricity, stipulates that when an individual takes over the responsibility of a property, they are deemed to have entered into an agreement with the registered supplier of that property. This means that the electricity supplier is required to provide electricity to the customer and that the customer is required to pay for that electricity at the suppliers published rates until a new contract has been negotiated.

How can I raise a complaint?

At Opus Energy, we try to ensure that the transfer of your electricity supply is seamless and the service you receive is of the highest standard. However sometimes things go wrong, and sometimes we do make mistakes.

If you have experienced a problem with your account or feel that some element of our service is not up to scratch, please get in contact so that we can put it right.

Step one

Contact our specialist Customer Care team, between the hours of 8am – 6pm, Monday to Friday who will work with you to resolve your complaint:

A thorough investigation into the circumstances of your complaint will be carried out and a Customer Care representative will contact you within five working days with the results of the investigation. At this point, we will provide you with a detailed explanation of what we will do to resolve your complaint.

Step two

If the complaint has not been resolved to your satisfaction or if you would like the decision reviewed, you can contact the Operations Director who will respond to you within a further five working days, by writing to:

Opus Energy Limited
Royal Pavilion
2 Summerhouse Road
Northampton
NN3 6BJ 

Step three

Opus Energy is a member of the Ombudsman Services: Energy (OS:E), which is an independent body that resolves billing transfer and sales issues between domestic customers, micro-businesses** and their energy suppliers.

If after following step one and two outlined above, you feel Opus Energy has not resolved your complaint and your business is classed by the regulator as a micro-business*, the OS:E may be able to help. Please note that you will be referred back to us if you have not first escalated your complaint via our formal complaints process detailed above:

The OS:E may investigate your complaint if:

• You receive a deadlock letter from Opus Energy which will clearly show our final position in relation to your complaint. You can then refer the complaint to the OS:E within six months of receiving the deadlock letter.
• You have not received a deadlock letter, but at least eight weeks have passed since you first made the complaint to us. You must refer your complaint to the OS:E within nine months of first making your complaint to us.

If your complaint meets the criteria above, you can ask the OS:E to look into your complaint by contacting them at:

In all correspondence with the OS:E please quote your Opus Energy account number.

*All telephone calls received by Opus Energy are recorded for training and verification purposes

** Businesses employing 10 or less employees or spending no more than £5,000 on the relevant energy supply (main gas or electricity) or with a turnover of under 2 million.

Click here to download Opus Energy's Complaints Charter