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Once your account’s up and running

How often will you take meter readings?

We’ll try to read your meter once a year, in spring or autumn, but we’ll need you to give us your own meter readings to make sure we’re billing you as accurately as possible. It’s a great way to see how much energy you’re using, and helps you stay in control of your bills.

Do I have to give monthly readings?

You don’t, but it does make your bills more accurate.

When should I give you my monthly readings?

Log into My Account (https://my.fairerpower.co.uk) using your nine ­digit My Account ID (you can find it at the top of our letters and emails) and password. Next click the ‘Meter reading’ button, then just fill in your details. If you have any problems, give us a call on 0800 408 6701.

How do I read my meter?

Meters come in all shapes and sizes and each one is read differently. Here is how to read the different types:

Single rate mechanical meter
Read the numbers from left to right, including any zeros (ignore numbers in red and any after the decimal point).

Two rate mechanical meter
If your electricity is with Economy 7 or Economy 10, you might see two readings – one is your daytime (normal) reading and the other is your night­time (low) reading. Write down the numbers from left to right, including any zeros, making a note of which reading is which.

Digital meter
Send us all the numbers you see (don’t worry about the decimal points as we won’t need them).

Dial meter
Start with the highest numbered dial first. Then jot down the numbers you see from left to right, including any zeros (ignore any red dials). Remember to write down the number the pointer’s just passed (this isn’t always the nearest number to the pointer). So if the pointer is between 4 and 5, you should write down 4 – even if it’s closer to 5. And if the pointer is over the 4 and the next dial (to the right) is between 9 and 0, you should write down 3 for the dial to the left.

Still stuck? Just call us on 0800 408 6701 and we’ll help you.

What happens if your prices change?

We’re as honest and open as possible about our prices. We do our best to keep them low and stable, but sometimes wholesale market energy prices change so much that we have to change our prices too. We might also have to change our prices because of changes in the law or because some of our other costs have gone up.

If you’re on a fixed tariff:
With a fixed tariff your unit prices and standing charges will stay the same for the whole year of your plan. If prices go up while you’re waiting to be switched to our energy, you won’t be affected either – you’ll still only pay the prices you signed up to.

If you’re on a variable tariff:
With a variable tariff, your energy prices might rise or fall with the wholesale market. We’ll always let you know in plenty of time about price changes, so you can choose to switch to a fixed rate and save money.

What are standing charges?

The standing charge covers the cost of supplying services to your address – so you’re paying a share of the cost of the pipes and power lines that carry gas and electricity. Because we use a standing charge, we don’t have to use structured unit prices like other suppliers do. We believe our way is honest, transparent and much simpler.

How do you work out my Direct Debit amount?

When you join Fairerpower, we work out how much energy we think you’ll use over the year (based on the size of your home and what you’ve used in the past) and divide the cost by 12 to work out your monthly payment. We keep an eye on it throughout the year, so it covers the energy you’re using.

How does the 3% interest reward work?

If your account’s in credit, we’ll pay an Interest Reward on your balance. It’s our way of giving back the interest we earn when your account with us is in credit and rewarding you for paying in advance – because we want to give you a fairer deal. At the moment, the Interest Reward* is set at 3%.

While it’s not connected to Bank of England interest rates, it does reflect what’s happening to interest rates generally – we review it every 6 months. And don’t worry – while we give you interest when you’re in credit, we don’t charge interest when you’re in debt. As long as you’re in credit, we’ll work out your Interest Reward every month and add it to all your statements.

*3% interest – calculated at 3%/yr, paid monthly based on number of days in credit and the amount left in your account after you’ve paid your bill. 3% Interest Reward is capped at 12 times the amount of the current direct debit amount and is available to customer paying by advance direct debit. Terms and Conditions apply

What if I think my bill is wrong?

If there’s a problem with your bill, please give us a call on 0800 408 6701 as soon as you can. We’ll get to the bottom of any issue as quickly as possible, and it often helps speed things up if you can give us an up-to-date meter reading when you call.

Why hasn't my statement arrived?

To save paper, we email your statements to you. If you haven’t had one, let us know and we’ll send you another copy right away and find out what went wrong. (It’s always worth checking your junk email folder, too). If you’d rather get your statements by post, just let us know. We’ll need to charge an extra £5 every three months for this service to cover the admin costs.

How can I get a copy of my statement?

Just log in to My Account (my.fairerpower.co.uk) and you can see a copy of your statement online straight away.

Why is there a Tariff Information Label on my statement?

Tariff Information Labels (TILs) were introduced by Ofgem in 2014 to make sure you have everything you need to understand the plan you’re on and allow you to compare prices. Legally, we have to put them on our statements.

What's a Tariff Information Label?

Tariff Information Labels (or TILs) were introduced by Ofgem in 2014 to make sure you’ve got everything you need to understand the plan you’re on and to allow you to compare prices.

You can find more information on our energy plans and an easy comparison tool by clicking here.

What’s a Tariff Comparison Rate?
The TIL also includes a Tariff Comparison Rate (TCR), which helps you compare our prices against other suppliers on a like–for-like basis. It shows a breakdown of what the average medium user spends based on the tariff you’ve chosen. It’s worth noting that this bit is based on estimates and should only be used as a guide.

TIL and TCR breakdown
Here’s an example of how a TIL looks in a letter:

your-tariff-information

The top part shows your tariff information and includes the name and type of your tariff, along with your unit prices, standing charges and any exit fees or discounts that apply.

If you have a variable rate tariff, the ‘tariff ends on’, ‘price guaranteed until’ and ‘exit fees’ sections will show that these don’t apply for you.

The bottom section is the TCR. It shows how much a ‘medium user’ spends if they’re on the same tariff as you.

A medium user is defined by Ofgem as a household that uses 3,100 kWh of electricity and 12,500 kWh of gas every year.

You can use the TCR from other suppliers to quickly and easily compare prices.

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