Opus Energy
FAQ - Billing Enquiries
What should I do if I feel that my bill is inaccurate?
Opus Energy has a simple approach to gas invoicing – you only pay for what you have consumed.
The first step is to identify if the bill relates to an estimated meter reading. If it does you should contact the Customer Service Team and submit an accurate meter reading. If you are confused about how to take a gas meter reading, visit our simple guide to reading and submitting your meter reads. If the difference is significant we will send a replacement invoice, otherwise your next monthly invoice will highlight the amendment.
If you feel, after submitting an accurate meter reading that your bill is still inaccurate please contact the Customer Service Team who will be happy to look into your query.
How do I take a Meter Reading?
The best way to avoid inaccurate bills it to keep your account up-to-date by regularly submitting meter readings. If you are confused about how to read your meter, we have developed a simple guide to reading and submitting meter readings. You can submit your meter readings:
| Online: | Use our simple online form |
| Telephone: | Call 0843 2272377* and talk to the Customer Service Team |
| Email: | Send the details to customerreads@opusenergy.com |
How do I calculate my gas consumption?
1) Calculate the difference between your latest read and the previous one.
2) If your meter is metric (m3) miss out this step, if your meter is imperial multiply by 2.83 (100ft3) or 0.283 (10ft3) or 0.0283 (1ft3) to get your metric value.
3) Multiply the metric value by your Volume Correction Factor (standard 1.022640) and then multiply by Calorific Value which is on the front of your invoice (standard 39).
4) Divide by 3.6 to obtain kilowatt hours.
5) Multiply the number of kilowatt hours by the price for total.
What should I do if I think my meter is faulty?
Meter faults are extremely rare, but if you think your meter is faulty because the consumption readings are higher or lower than you would expect the first step is to contact the Customer Service Team.
They will ask you whether you have had any recent changes that might have had an affect on the consumption levels. For example, have you installed more equipment or do you have any extra shifts working? These factors could possibly increase your gas consumption.
If you have not made any changes we will ask you to take a meter reading every day for 7 days and contact the Customer Service Team with the findings. This will identify just how much gas you are using per day. If the reads are inconsistent it may be a mechanical problem with the meter and we will arrange for an independent engineer to check your meter.
If you are having problems, please contact the Customer Service Team:
|
Telephone: |
0843 2272377* |
| Email: | contactus@opusenergy.com |
What is a Direct Debit guarantee?
This guarantee is offered by all banks or building societies that take part in the Direct Debit scheme. The efficiency and security of the scheme is monitored and protected by your own bank or building society. If the amounts to be paid, or the payment dates change Opus Energy will notify you ten days in advance of your account being debited or as otherwise agreed.
If an error is made by Opus Energy, your bank or building society you are guaranteed a full and immediate refund from your branch. You can cancel a Direct Debit at any time by writing to your bank or building society.
If you do this please also contact the Customer Service Team to relay your intentions:
| Telephone: | 0843 2272377* |
| Email: | contactus@opusenergy.com |
*All calls received by Opus Energy are recorded for training and verification purposes