FAQ - 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 gas prices? 

How do I contact the Customer Service Team? 

Opus Energy is committed to our gas customers. For all general enquiries contact our Customer Service Team who are on hand to answer your business gas 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 Gas Supply are recorded for training and verification purposes.

Where can I find the Terms and Conditions of my gas contract?

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

Opus Energy Standard Terms and Conditions

Opus Energy Deemed Contract Terms and Conditions

Or contact the Customer Service Team:

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

What is the duration of my contract?

The terms of your supply, including details of your prices and the duration for which they are fixed can be found on the front page of your contract and within your start date letter. If you would like to discuss any of these details or would like to receive a copy of your agreement, please contact the Customer Service Team who will be happy to help you:

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?

Over 90% of Opus Energy’s customers choose to remain with Opus at the end of their contract term. Before the end of your contract, we will send you a reminder of the date that your fixed prices end and will let you know what your energy prices will be fixed at for the next 12 months. If you choose to stay with Opus Energy your contract will continue without interruption. If you have any specific questions about your contract or your end of year reconciliation, the Customer Service Team will be happy to answer them:

In what circumstances can a gas 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?

If you have any queries about your gas supply agreement, please contact our Customer Service Team who will be happy to explain the terms of your agreement and answer any questions you may have. When calling please have to hand your account or site number, these can be found on your invoices or start date letter.

Under what circumstances can my gas supply be cut off?

Your gas 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 gas supply agreement. If you are experiencing difficulty 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 are deemed contract rates?

The UK legislation covering the supply of gas, 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 gas supplier is required to provide gas to the customer and that the customer is required to pay for that gas at the supplier’s published rates until a new contract has been negotiated.

If you are currently on deemed rates call 0845 0405810* to switch to a fixed term rate for immediate cost savings.

Why am I on deemed contract rates?

The UK legislation covering the supply of gas, 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 gas supplier is required to provide gas to the customer and that the customer is required to pay for that gas at the suppliers published rates until a new contract has been entered into.

If you are currently on deemed rates call 0845 0405810* to negotiate the best gas price for your business.

How can I raise a complaint?

Opus Energy's Gas Complaints Charter

At Opus Energy, we try to ensure that the transfer of your gas 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 remedy 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 

You may find it helpful to contact Consumer Direct who can provide free and independent gas advice: 

Step Three

Opus Energy is a member of the Energy Ombudsman, 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 Energy Ombudsman 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 Energy Ombudsman 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 Energy Ombudsman 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 Energy Ombudsman within nine months of first making your complaint to us.

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

Energy Ombudsman
PO Box 966
Warrington
WA4 9DF

In all correspondence with the Energy Ombudsman 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.