E.ON ENERGY

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What are the key things I need to know about E.On?

E.ON supplies power and gas to over 5 million domestic and industrial customers across the country, making it one of the leading energy providers in the UK. It aims to encourage a global shift towards ‘new technology’, making energy simpler, smarter and overall more sustainable.

E.ON’s core business model aims to mirror the following emerging energy trends:

• Increasing demand for innovative customer solutions
• Tackling climate change through global growth of renewables
• Building towards a smarter and more efficient energy system

E.ON were the first major European energy company to focus entirely on what they call ‘the new energy world’ – decentralized, green and interconnected. They aim to help customers use energy sensibly, resulting in saving costs and also placing a big emphasis on protecting the environment. Specialising in services for wind, solar and bioenergy, E.ON is number three worldwide in offshore wind energy.

Innovative heating solutions that E.ON can provide include the following:

• Air Source Heat Pumps – creating energy from air.
• Condensing Gas Boilers, which save nature as well as money.
• ClimaSmart Thermostats, which control heating autonomously.

In 2017, E.ON came joint 22nd out of 31 energy companies, in the annual Which? customer survey. It is jointly highest-ranked of the ‘big six’ energy firms this year, alongside EDF Energy. The survey considered the following elements: bills, customer service, complaints handling, value for money, and helping you understand and reduce energy use.

What’s the history of E.ON?

E.ON is one of the worlds largest investor-owned gas and electrical company. E.ON was created as a result of the merging of two existing German energy companies; VEBA and VIAG, in the year 2000. The previously government -owned Powergen was then acquired by E.ON and thus operations began in 2002.

E.ON grew to be one of the worlds ‘big 6’ energy companies and now employs around 9,400 people across the UK. In 2015, its revenue stood at £8001.1m.

How do I contact E.ON?

There are a number of ways you can contact E.ON. These are:

• Directly via telephone. Lines are open 8am-8pm weekdays, and 8am-6pm Saturdays. You can find a list of E.ON’s contact numbers here: https://www.eonenergy.com/for-your-home/help-and-support/phone-numbers
• Via live chat, where you can speak to an advisor instantly quoting your account number
• Via Twitter by tweeting @EONhelp
• Via the E.ON Facebook page where you can send a message to the online team.
• You can also to write to E.ON at the following address: Customer Service Centre, E.ON, PO Box 7750, Nottingham, NG1 6WR

If you wish to make a complaint, please use the following contact numbers:

• If you have a general complaint call 0345 052 0000
• If your complaint is about a smart meter account, call 0345 366 5973
• If you have a moving home complaint you can call 0345 303 3020
• If you’re a prepayment customer and have a complaint please call 0345 303 3040

What help does E.ON offer me if I’m on a low income or in debt?

If you are struggling to pay a bill, it is important you contact E.ON straight away. They promise to take into account your personal circumstances, so it is important you inform them of your current financial situation including any benefits you receive and any vulnerabilities your household has that may prevent you from paying your bill. E.ON can offer a number of payment options to help you get up to date, these include:

• Paying the balance in full.
• Setting up a monthly payment arrangement by direct debit.
• Having a prepayment meter installed(where it is safe to do so).
• Making a weekly, fortnightly or monthly card payment arrangement.
• Fuel direct payments through your benefits.

The majority of these payment arrangements allow you to pay for your usage plus a manageable amount towards your debt. It is important that you contact E.ON if you are having further trouble sticking to any arrangements agreed. Trained advisors will then be on hand to discuss your situation and advise you on your options. They may:

• Give you advice on how to become more energy efficient, helping you save money on your future bills.
• Advise you to contact the Department for Work and Pensions, where appropriate, as it may be possible for you to join the Fuel Direct payment scheme. This scheme is operated through the DWP and is available to customers receiving income support, Jobseekers Allowance or Pension Credit. Where this is an appropriate solution, £3.65 will be deducted weekly from your benefit and will contribute towards paying your debt, plus an additional amount to cover ongoing gas and electricity charges.
• Advise you to apply for the warm home discount scheme, more information is available at: eoenergy.com/warmhomediscount
• Point you in the direction of national charities, such as Stepchange, National Debt Line, Age UK, Citizens Advice, Disabled Living Foundation or the Energy Saving Trust.

E.ON also offer a priorities register for anybody of pensionable age, people who are chronically sick or individuals who are registered disabled. This enables your account to disclose details of any special needs you think E.ON should know about. It allows E.ON to be notified of anybody who may be seriously affected if their gas or electric supply is disconnected. In order to be placed on the priorities register you will need to download and complete a form.

You can find the form here: https://www.eonenergy.com/-/media/PDFs/General-PDFs/codes-of-practice/special-needs-october-2012.pdf

For more information on paying your bills or advice on debt, please visit: https://www.eonenergy.com/-/media/PDFs/General-PDFs/COPPayBillFeb2015.pdf

Is E.ON part of the Warm Home Discount Scheme?

Yes, E.ON are part of the governments Warm Home Discount Scheme.

The government’s Warm Home Discount Scheme gives eligible people a £140 discount on their electricity bill between October and April. You are automatically eligible for the scheme if your energy company is part of the scheme and you get the Guarantee Credit element of Pension Credit. You may be eligible if your energy company is part of the scheme and you are on a low income or you get certain means-tested benefits. The Warm Home Discount Scheme payment doesn’t affect your annual Winter Fuel Payment or any Cold Weather Payment you might receive.

For more information on the Warm Home Discount Scheme you can visit www.gov.uk/the-warm-home-discount-scheme/

What fuel sources does E.ON use?

What are the current E.ON gas and electricity tariffs?

Last Updated: 22/03/2018