All you need to know

You’ll find answers to the questions we get asked most often below. If you don’t find what you’re looking for, please call one of our knowledgeable team members on 0800 358 3526, or email us.

  • Switching to Woodland Trust Energy

    • What is the Woodland Trust?

      The Woodland Trust is the UK’s leading woodland conservation charity. For 40 years we have been saving threatened ancient woodland and creating new native broadleaved woods for everyone to enjoy. So far we have planted over 16 million trees, providing new habitats for wildlife and new areas of recreation for the public to enjoy. We protect over 1,200 woodland sites covering more than 20,000 hectares (50,000 acres). Access to our site is free.

    • What is Woodland Trust Energy?

      The Woodland Trust is proud to partner with Ovo Energy. Woodland Trust Energy is supplied under Ovo Energy Ltd. Registered in England and Wales No. 06890795. Together we supply greener energy to both Woodland Trust members and non-members. As a leading UK environmental organisation The Woodland Trust is keen to see UK consumers choosing and switching to cleaner and more sustainable sources of supply to reduce CO2 emissions. By offering our own green energy products, not only will our customers be helping to reduce the UK’s carbon footprint but they’ll also be helping us to plant more trees here in the UK and protect our precious woodland.

    • What energy plans does Woodland Trust Energy offer?

      Before 10th September 2014:

      If you signed up or renewed your plan before 10th September 2014 you would have chosen either our New Energy plan, which has 15% renewable electricity, or our Green Energy plan with 100% renewable electricity. We also offered you a variable option if you were renewing.

      After 10th September 2014:

      Choose from our 12-month fixed plans, so you know what you’re paying today and tomorrow:

      • Better Energy - great service, with quick and friendly phone and email support from our lovely Bristol-based team. And with 15% renewable energy, too.
      • Greener Energy - our best deal if you want 100% renewable, with a full service from our Bristol-based team.

      You can also choose a variable rate option if you are renewing.

    • What are the benefits of signing up to Woodland Trust Energy?

      As well as enabling the Woodland Trust to create and protect UK woodland with an average of £30 donated per customer switching, the benefits to customers include:

      • A choice of 15% or 100% renewable energy
      • Great UK based customer service team
      • Easy to understand bills
      • 3% Interest Reward
    • How do I switch to Woodland Trust Energy?

      Simple (it takes about five minutes). Just click here and follow the four easy steps to see if we can save you money, or call one of our lovely team on 0800 358 3526 and they’ll talk you through it.

    • How much does Woodland Trust Energy cost?

      Woodland Trust Energy is available to both Woodland Trust members and non-members in the UK wishing to purchase greener energy with an added benefit of helping to create and protect UK woodland. The Woodland Trust is proud to partner with Ovo Energy, one of UK's leading independent energy suppliers. Woodland Trust Energy is supplied under Ovo Energy Ltd and costs no more than tariffs offered by Ovo Energy.

    • What are my unit rates?

      Our unit rates for your region are in our rate table. If it’s still a mystery after this, give us a call on 0800 358 3526 and we’ll explain all.

    • What should I do if I keep getting bills from my old supplier?

      You'll have to get in touch with them directly, as we’re not allowed to do it for you. We’d be happy to help if you’d like some tips on what to say to them to make sure they close your account – just get in touch.

    • Where is Woodland Trust Energy’s call centre based?

      Woodland Trust Energy’s UK call centre is based in Gloucestershire. You can speak to one of our friendly customer service team members calling 0800 358 3526.

    • Can you explain how the switching process works?

      The first step in the switching process is registration. Once you’ve signed up (either by phone or online) to join us, the information you provide is entered onto our system overnight so your pre-registration process can begin.

      Next you will be sent your welcome pack in the post. This will include all of your contract information such as your property address, chosen tariff, expected switch date, Direct Debit amount and date for your first payment. Please make sure you check all the information in your welcome pack carefully, and let us know if you’d like to change anything.

      After receiving your welcome pack, your seven day ‘cool off’ period starts. During this time you can let us know (by email or by phone) if you have changed your mind and decided not to join us.

      If we don’t hear from you we will apply to take over your supply. A few days before your transfer date we will ask you to supply your opening meter readings. Once received, we will send these off for validation and once validated we’ll open your account using these readings.

      Once your account is opened the switching process is over – hooray welcome to the family!

      You should receive your first statement within 4-6 weeks of being on supply with us – unless you have requested our paper billing by post which will be quarterly.

    • How long will it take for me to switch suppliers?

      It takes about five minutes for you to give us the details we need to start switching your energy over. After that, it’s usually around four weeks until you begin getting your energy from us.

      We’ll take care of all the details and keep you updated on what’s happening (all you’ll need to do is give us your first meter readings when it’s close to your switch-over date). You’ll have a 10-day window to give these readings, from 5 days before the switch-over date to 5 days after. This’ll mean your bills are really accurate, but if you can’t give us any readings during this time, we’ll just use an estimated reading to open your account. See ‘How does the switching process work?’ below for more information.

    • How does the switching process work?

      Once you've said ‘yes please’ and joined Woodland Trust Energy, your switch gets underway. The process goes like this:

      • You’ll get a welcome pack in the post, with everything you need to know about your Woodland Trust Energy plan, including which one you’ve chosen, your expected switch date, Direct Debit amount and first payment date.
      • You’ve got 14 calendar days to change your mind from the day you sign up, so check all the information carefully and get in touch if you'd like to change anything. Just let us know (by email or by phone) if anything needs changing, or if Woodland Trust Energy’s not for you.
      • Once those 14 days have passed, we’ll contact your current energy supplier and get the ball rolling.
      • A few days before your switch date we’ll ask you to give us your first meter readings. Once we’ve got them, we’ll send them off to be validated.
      • As soon as they’re validated we'll open your account. Welcome to all things Woodland Trust Energy.

      Your first statement will wing its way to your inbox around 6-8 weeks later – unless you’ve asked us to bill you by post, which will be every 3 months.

    • What's a 'fixed' tariff?

      Sign up to one of our fixed tariffs and you’ll have the peace of mind of knowing that your unit prices are guaranteed to stay the same for the next 12 months – even if energy prices go up.  The amount on your statement will change each month, as that depends on how many units of energy you’ve used – but the flat rate you pay for each of those units of gas or electricity will stay the same.

    • How long are my prices fixed for?

      Your rates will be fixed for 12 months, to help you save money.

    • When can I get a new plan?

      If you’re on one of our fixed plans, you can choose to sign up to another one of our fixed plans when it’s time to renew your contract.

      If you’re on a variable rate plan, there’s no time like the present – you can fix your prices right now!

    • What if I keep getting bills from my old supplier?

      You’ll have to contact your old supplier directly. Unfortunately we’re not able to contact them on your behalf, but if you would like to contact us we can give you some tips on what to say to them to ensure they close your account.

    • My old supplier is billing me too much

      In order for us to change your opening meter reading and request for your previous supplier to alter their final reading and send you an amended final bill, we would require two actual readings from a minimum of two weeks apart. If the estimates are very different, above 250kWhs for electric and 1200 kWh’s for gas we are able to dispute them based on 2 actual readings provided by you.

      If the estimated reading used has been underestimated then you will actually benefit as our tariff price we offer per unit is cheaper, but to ensure you receive money back for what you have been charged for and have not used, we may require further meter readings. Once they confirm, your previous supplier will amend their readings and be able to send you an amended final statement.

      This process can take up to 6 weeks to be resolved and during this time you will not receive regular statements from us.

    • What should I do if I change my mind?

      You’ve got a 14 calendar day ‘cooling-off’ period to change your mind after you’ve signed up with us. It begins when you start the switching process. If you change your mind during this time, give us a call on 0800 358 3526 right away.

      After the cooling-off period it’ll probably be too late for us stop the switch. So we might have to charge you a fee of £30 for each fuel if you don’t want us to supply your energy, to cover our costs for buying your energy in advance. Not clear? Find out more about termination fees in our ’Contract Arrangements’ FAQs.

    • How do I make a complaint?

      To make a complaint simply click here or call one of our friendly Customer Care team on: 0800 358 3526. We're available 9am - 5:30pm Monday to Thursday and 9am - 5pm on Fridays.

    • Do I need to give a meter reading?

      Giving us regular meter readings (we find monthly works best) is a great way to stay in control of your energy bills, because you can keep track of how much energy you’re actually using. It’s easy – you can give readings through your online account.

      If you miss a reading one month we’ll just base that month’s statement on estimated readings, which can be balanced out as soon as you give us a new reading.

    • What happens if you've taken over my supply by mistake?

      Sorry! And don’t worry – we’ll get in touch with your supplier and arrange to put everything back as it was. Basically, you’ll stay with your supplier and they’ll go on billing you for the energy you use while we get your supply back to them, just as if nothing had happened.

    • Why have I had an erroneous transfer?

      When you sign up with us, we look up your address in a national database that includes your current energy details. Sometimes the details in the list are wrong or bits are missing (especially if your property is a flat or a new build) and we may try to take over the wrong supply by mistake – this is called an Erroneous Transfer.

      You could also get an Erroneous Transfer if you’ve changed your mind and cancelled during your cool-off period but we couldn’t stop the switch in time.

    • What is an Erroneous Transfer?

      It’s a term used when a new supplier tries to take over the wrong gas or electricity supply. If this happens, the two suppliers involved will work together to return the gas or electricity to the right supplier.

    • Why have I had an Erroneous Transfer?

      As with all suppliers, we begin the transfer of your supply by requesting your details from a Centralised Database. Sometimes the details held on the system are incomplete or incorrect, particularly if the property is a flat or a new-build. This may lead to us requesting to take over the wrong supply.

      You may be affected by an Erroneous Transfer if you haven’t asked to switch to us but the details we’ve received were for your energy supply, or you’ve cancelled inside your cool off period and we’re unable to stop the switch.

    • Who do I pay for my energy while an Erroneous Transfer is taking place?

      If we’ve taken over your supply by mistake or if you’ve cancelled your switch, we’ll return your supply to your old supplier. During this time you’ll need to keep on paying them for your energy just as if nothing had happened.

    • How long will an Erroneous Transfer take?

      If we’ve taken over the wrong supply we’ll try to take over the right one as soon as we can, but this might cause a hold-up in your switch to us. If you didn’t ask to switch to us, or if we’ve made a mistake while cancelling your transfer, we’ll start switching your supply back to your previous supplier as quickly as possible – although it could still take 10 to 12 weeks.

    • What do I need to do if an Erroneous Transfer happens?

      Nothing at all. We’ll make sure everything’s sorted out as quickly as we can. If we’ve taken your supply by mistake, we’ll return it. You can get in touch with your supplier to let them know we’ll be sending your supply back to them if you want, but there’s no need to.

  • Contract arrangements

    • What if I change my mind?

      You have seven days to change your mind. All you have to do is put it in writing – by letter or email. After this time, it will depend where we are in the switching process. Give us a call on 0800 358 3526 to discuss your individual case.

    • What are termination fees?

      Your prices are fixed for 12 months when you sign up to one of our fixed energy plans. We’re able to keep our fixed costs low by buying energy in advance, so as soon as you join or renew we buy your energy for the next 12 months. If you choose to leave us before the end of your plan we miss out on this cheaper energy, so we’ll ask you to pay a termination fee of £30 for each fuel (including VAT) to cover our costs. Our variable rate plan doesn’t have termination fees.

    • What are standing charges?

      Here at Woodland Trust Energy we want to be honest and transparent with all our customers, the standing charge covers the cost of supplying services to your address. This covers part of the cost of the pipes and power lines that distribute the services. By charging a standing charge it means we don’t have to use structured units prices like other suppliers do; we think our way is much simpler.

    • Why have estimated readings been used to open my account?

      You should have received a reminder letter or email if you are on a paperless tariff, which would state that to open your account based on actual readings we would need you to submit your opening meter readings to us, either 5 days before or 5 days after the supply start date. If we do not receive these reading within our time frame of 10 days, then we would have been unable to submit your readings for verification and an estimated meter reading will have been used. If you would like to call us on 0800 358 3526 then one of our customer care advisors will be able to help you further.

    • How can I dispute my opening meter reading?

      In order for us to change your opening meter reading and request for your previous supplier to alter their final reading and send you an amended final bill we would require two actual readings from a minimum of two weeks apart. If the estimates are very different, (above 250kWhs for electric and 1200 kWh’s for gas) we are able to dispute them based on 2 actual readings provided by you. If the estimated reading used has been underestimated then you will actually benefit as our tariff price we offer per unit is cheaper, but to ensure you receive money back for what you have been charged for and have not used we may require further meter readings. Once they are confirmed your previous supplier will amend their readings and will be able to send you an amended final statement. This process can take up to 6 weeks to be resolved and during this time you will not receive regular statements from us.

    • How often will you take my meter readings?

      We'll try to read your meter once a year. We use a company called Lowri Beck, and they send out trained meter readers every six months. In the meantime, you still need 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 really using, and it’ll help you stay in control of your energy bills.
      Even if you’re always completely up to date with your own meter readings, Lowri Beck will still come round. (For safety reasons, a trained meter reader has to take a reading at least once every two years.)

    • What happens at the end of my contract?

      We will contact you around 6 weeks before the end of your fixed contract; we will let you know when the contract will expire and what your choices are. We will also quote our new prices to help to decide whether you want to fix for another 12 months or whether you want to go onto our variable tariff. If you decide you want to leave Woodland Trust Energy you’ll have plenty of time to switch suppliers. If we don’t hear from you we will remind you nearer to the end of your contract.

      If we still haven’t heard anything from you, we will default you onto our lowest priced like for like variable tariff, for example if you are currently on our Greener Energy Fix we will default you onto our Greener Energy Variable. We will also contact you to confirm what we have done, so you know your new prices.

      Don’t worry it’s never too late to fix your prices, just give us a call and we can add you onto our current fixed tariff.

    • I’m coming to the end of my fixed plan. What’s the best price you can give me?

      We do our best to treat you fairly, giving you easy-to-understand energy plans so you can easily see the best deals. In fact, whether you’re a new customer or you’ve been with us for ages, you’re guaranteed our very best deals thanks to our Fair Price Pledge.

    • What's the Price Promise for renewing customers?

      You’ll always get a fair deal with our Price Promise. So if you fix your prices during your renewal period then we cut our prices before your current plan comes to an end, you can ask to switch to our lower rate - just get in touch before your existing plan ends.
      Our Price Promise is available from the date of your renewal letter until the day your existing plan ends, about eight weeks later. After this, you’d need to pay a termination fee (£30 for each fuel) to change your prices. If you're a dual fuel customer you’ll need to agree to update your prices for both your gas and electricity.

    • I’ve just been sent my renewals information and new prices for a new fixed contract. How long will you hold these prices for?

      We guarantee your new prices for seven days from the date of your renewal letter. After this time we’ll need to re-quote as our prices may have changed.

    • What does the price change mean for me?

      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.
      The good news is, with a fixed tariff it doesn’t matter whether wholesale market energy costs rise or fall – your unit prices and standing charges will stay the same for the whole year of your plan.
      If wholesale 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.

      Both of our plans are fixed rate, so your prices won’t change.
      If you move onto our Woodland Trust Energy Simpler variable rate tariff at the end of your fixed plan, 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 tariff and save some money.

  • Payments and statements

    • Can I get a refund?

      When you sign up to Woodland Trust Energy, you generally agree to pay by Direct Debit, one month in advance (please see our Terms and Conditions, paragraph 6.1). So you should always have a balance of at least one month’s Direct Debit payment on your account.
      If your balance is more than £25 higher than your Direct Debit payment, we’ll happily approve a refund. Don’t forget, though, that if your balance falls below your Direct Debit payment, we’ll probably ask you to increase your Direct Debit.
      For example:
      You pay £75 per month Direct Debit and your latest statement shows a credit balance of £115. We can refund you up to £40, leaving a balance equal to one month’s Direct Debit on your account.
      Remember, you'll also get our 3% Interest Reward on any credit you've got, so it's worth thinking about keeping the cash in your account and getting something back from it.

      Once we’ve approved your refund, it’ll be with you within 7 days (unless we tell you it’s going to take longer for some reason).

      You can read our Refund Policy here

    • How do you calculate my Direct Debit?

      When you join Woodland Trust Energy, we take the total estimated cost you will spend for your energy in one year and divide it into 12 equal payments. This helps all of our customers know how much they’re spending. We use your initial meter read you send us, along with your previous energy usage to determine this. If you joined us during the winter months (September onwards), we apply a 10% seasonal uplift to your Direct Debit. This is your extra seasonal allowance that will ensure at the end of the winter period that you don’t end up in debt, or are surprised with a high winter bill. Helping our customers keep debt free has always been a top priority at Woodland Trust Energy, and we’re always here to help if you have any questions about your account.

    • Why has my Direct Debit amount changed?

      We regularly review your Direct Debit amount to ensure it covers your actual usage. Your Direct Debit should be set at a rate that allows you to build credit throughout the summer to cover your additional winter usage. If you have a positive balance, you are currently benefiting from our Interest Rewards by receiving 3% per annum paid monthly on any credit balances. If your Direct Debit has increased, it was either set too low or you are using more energy than you anticipated when you signed up to us. By providing us with regular meter readings we can ensure you are billed accurately.

    • Why are my payments taken on the day my supply is taken over?

      You’ll always pay your Direct Debit in advance because we buy your energy in advance. This helps us keep prices down, as we can buy energy at the lowest possible price.

      It also helps you to keep your account in credit, so you stay on top of your bills. And of course you’ll get our 3% Interest Reward on any credit you’ve got.

    • I am a current customer. Will my Direct Debit be adjusted for the winter months?

      We regularly review your Direct Debit amount to ensure it covers your actual usage. If you’re already a Woodland Trust Energy customer, your Direct Debit should be set at a rate that allows you to build credit through the summer to cover your additional winter usage. If you have a positive balance, you are currently benefiting from our 3%Interest Rewards and receiving a 3% monthly credit on your money. If your Direct Debit has increased, it was either set too low or you are using more energy than you anticipated when you signed up to us. By providing us with regular meter readings we can ensure you are billed accurately.

    • How often do you review my Direct Debit?

      Direct Debits are reviewed regularly at Woodland Trust Energy, usually around autumn and spring. Once we’ve carried out our review we’ll contact you if we think your Direct Debit needs to change. The best thing you can do is make sure you are reviewing your statements and providing us with regular readings. This way any review we do will be an accurate reflection of your usage and any changes over the year.

    • As a new customer, my Direct Debit has just been set up but the monthly amount is higher than I expected. Why?

      When joining Woodland Trust Energy, we typically take the total estimated cost you will spend for your energy over the year and divide it into 12 equal payments. This lets you budget for your energy costs and builds credit through the summer months when you use less energy to offset the higher costs you’ll pay to cover your extra winter usage. If you’ve joined us coming into winter, you will not have had opportunity to build enough credit on your account to cover your usage over the colder months. During winter you’re likely to use up to 10% more energy than you do in summer. Instead of falling behind and having to pay more in the spring to cover your additional usage, we’ll increase your Direct Debit by 10%. This does not mean your prices have changed. Being on a fixed deal means the price you pay per unit and your standing charge remain the same for the duration of your contract.

      Once we are through the winter period if you would like to reduce your Direct Debit please just give us a call, alternatively we review Direct Debits every 6 months so it will be automatically reviewed and adjusted then.

    • I’ve just joined Woodland Trust Energy. How do you calculate my usage?

      Shortly after transferring to us, we receive your Estimated Annual Consumption (EAC) for your electricity and Annual Quantity (AQ) for your gas. This information is based on all the readings that are on record for you over the past two years and is an accurate indication of your annual usage. We then use this information, alongside seasonal consumption profiles, to calculate your usage.

    • I’m transferring my supply to Woodland Trust Energy. What happens to my balance with my current supplier?

      You’ll need to check your current bill to see whether your balance is in debit and pay any outstanding amount. They should return any credit balance to you but it might be worth checking with them.

    • What if my balance with my current supplier is in arrears?

      This would indicate that the Direct Debit you had previously set up was not high enough. You’ll need to pay any outstanding amounts to them to clear your account. Hopefully the Direct Debit we have set up with you will avoid that situation happening again. By submitting regular meter readings, we can make sure your bills accurately reflect your actual usage.

    • Will you ever reduce my Direct Debit?

      Yes, we carry out regular Direct Debit reviews. If you are paying too much we will contact you to let you know you might want to consider reducing the amount you pay; you can of course choose to keep paying the higher amount to benefit from our 3% Interest Rewards.

    • What will happen if I cancel the Direct Debit at my bank?

      The Woodland Trust Energy tariffs are very good value and highly competitive. One of the reasons that we can do this is using the efficiencies of the Direct Debit and online processes. If you choose not to pay your Direct Debit and you have not paid for your energy use, you may be subject to debt collection.

    • Why do you review my Direct Debit?

      At Woodland Trust Energy we try to pass on the best deal we can to you. One of the ways we do this is by paying for your energy in advance. So we can do this, we ask all our customers to make sure they stay in credit.

      Making sure your Direct Debit is set at the right amount for your energy use means that you can budget and plan for the year and avoid falling into debt – a key concern in the UK. As well as you keeping an eye on your account each month, we also undertake Direct Debit reviews throughout the year. If your forecasted consumption is higher than anticipated, we recommend you increase your Direct Debit amount. Similarly, if it looks like your Direct Debit is set too high, we’ll let you know and suggest reducing it. Our aim is to ensure you build up a credit over the summer months to cover your higher winter usage, so come spring you will have a zero balance ready to start building your balance for the year ahead.

    • Why has my Direct Debit amount changed?

      We regularly review your Direct Debit to make sure the amount you pay each month matches the amount of energy we expect you to use. Your Direct Debit should be set at an amount that lets you build credit throughout the summer to cover your higher winter usage. If we’ve written to you to suggest increasing your Direct Debit, our calculations will have shown that your current payment won’t cover your consumption and your account is either already in debt or is shortly due to be. There are a few reasons why this may happen, which include:

      • You’ve already used more energy than we anticipated when we last set your Direct Debit
      • Your tariff may have changed
      • You’ve received a refund from us for a credit balance in the last 12 months, which means your account now doesn’t have enough credit to cover your expected usage

      Rather than letting you fall into debt and sending you a large bill, we write to you to recommend increasing your Direct Debit which lets you spread the cost over your monthly payments. We also offer you 3% interest on any credit you have on your account, brought forward from your previous statement meaning you benefit from being in credit with us. Don’t forget, by providing us with regular meter readings we can make sure you are billed accurately.

    • My Direct Debit amount has just increased. How have you calculated this?

      We’ve reached your new Direct Debit amount by taking your current balance and adding to that the amount of energy we expect you’ll use. We deduct what you will pay by Direct Debit throughout that period. The difference is then divided by the number of payments between now and the end of the calculated period. Finally this amount is added onto your current Direct Debit to make your new monthly payment.

      FOR EXAMPLE (with a Direct Debit change for your December payment):

      Your current balance is £160 debit

      Your forecasted energy usage from now until the end of March 2012 is £400

      Payments made between now and the end of March 2012 will be 4 x £100 which equals £400

      Your current Direct Debit is £100 per month

      £560 – £400 = £160

      £160 divided by your remaining payments between now and the end of March 2012 = £40 additional per month required.

      £100 + £40 = New Direct Debit £140 per month.

      Our aim is to help our customers stay debt free and we’re always here to help if you have any questions about your account.

    • How do you calculate my forecasted usage?

      To work out how much energy we think you’ll use, we look at your average annual usage and seasonal consumption profiles for each month. We then apply your monthly consumption to your unit rate and standing charge to determine your expected charges.

    • How do you calculate my winter usage?

      We use the information you provided when signing up to Woodland Trust Energy to forecast your annual usage for the year and then estimate what your usage is likely to be in the winter months. Your Direct Debit amount should cover your lower summer and higher winter usage. If you’re joining us coming into the winter, your monthly payments will be a little higher than one twelfth of the total for the year. This is to make sure that your account doesn’t go into arrears during the colder months when you’re expected to use up to 25% more energy. We’ll then review your Direct Debit in the springtime. Being on a fixed deal means that the price you pay per unit of energy stays the same, your Direct Debit can change as the energy you use varies over time.

    • Will I be told when my Direct Debit will change?

      Yes, absolutely. We will let you know and share with you all the important information you need.

    • My Direct Debit has increased. Does this mean my unit price has changed?

      The change in your Direct Debit is not a price change – if you are on a fixed tariff, the price you pay is fixed for your 12 month contract. Your Direct Debit may change over your contract if it’s not set at the right amount to cover the energy you’re expected to use. If we think your Direct Debit should change, we’ll write to you to let you know what our suggestion is.

      If you are on a variable tariff, the price you pay per unit of energy may change but we will always notify you before this takes effect so you have plenty of time to prepare.

    • I am a current customer. Will my Direct Debit be adjusted for the winter months?

      We keep an eye on your Direct Debit amount to make sure it covers the energy you’re using. So we try to set an amount that lets you build up credit over the summer to cover the extra energy you’re likely to use in the winter.
      It’ll help you make sure your account stays in credit. And so you’re not missing out on the money in your account, you’ll also get our 3%  Interest Reward – giving you 3% interest calculated per year (paid monthly).

      If your Direct Debit goes up, it’s because you haven’t been paying enough to cover the cost of the energy you’re using, and we’re making sure you don’t build up a debit balance. You can help to make sure your Direct Debit’s set to the right amount to cover what you’re using by giving us regular meter readings (once a month is ideal).

    • I have credit on my account, why has my Direct Debit been increased?

      If we’ve written to you suggesting your Direct Debit be increased, the credit on your account is not enough to cover the energy we’ve forecasted you’ll use and so the amount you pay needs to go up. Rather than face a big bill, increasing your Direct Debit will help you spread the cost over your monthly payments.

    • What are the billing options?

      To reduce the amount of paper we use, and to encourage our customers to do the same, we send your statement via email. If you haven’t received an electronic copy of your statement, let us know. We’ll send you another copy immediately and do our best to find out what went wrong in the first place.

      Please do remember to check your junk emails, as our email may have become lost there. If you would like to receive your statement by post we can arrange this for you.

      If you choose to receive your statements by post please there is an additional charge of £5 per quarter.

    • What if my bill is wrong?

      If there’s a problem with your bill please give us a call on 0800 358 3526 as soon as you can. It’s something we take very seriously and our customer care team will work hard to get to the bottom of any issue as quickly as possible. It often helps speed things up if you have a meter reading to hand when you call.

    • Why hasn’t my statement arrived?

      To reduce the amount of paper we use, and to encourage our customers to do the same, we send your statement via email. If you haven’t received an electronic copy of your statement, let us know. We’ll send you another copy immediately and do our best to find out what went wrong in the first place. Please do remember to check your junk emails, as our email may have become lost there.

      If you would like to receive your statement by post we can arrange this for you. If you choose to receive your statements by post please there is an additional charge of £5 per quarter.

    • How can I get a copy of my bill?

      If you need to request a copy of a statement all you need to do is let us know by email or give us a call on 0800 358 3526 and we will then be able to send another copy. As we are trying to reduce the amount of paper we use, we will send your requested statement via email.

    • What do I do if I can’t pay my bill?

      The first thing to do is call us. We’ll do everything we can to help you work things out. For wider advice and information on money worries you might find these organisations helpful:

      • The Debt Advice Trust 0800 954 6549
      • The National Debtline 0808 808 4000
      • Consumer Credit Counselling Service (CCCS) 0800 138 1111
      • Community Legal Advice (CLA) 0845 345 4 345
      • Your local Citizens Advice Bureau
    • What is a Statement on Demand?

      Statements on Demand are statements generated when you want them. Rather than receiving statements based on an estimated consumption each month, Statements on Demand are generated from actual meter readings, so there is no estimation at all. You submit meter readings via your online account and a statement will be sent to you a few days later.

      One important thing to note is if we don’t receive a reading we won’t be able to send you a statement. But don’t worry, if you forget or are unable to submit your meter readings, after 3 months your account will return to standard monthly statements. Please bear in mind that this statement may be based on estimated consumption.

      If you decide that you would like to switch back to Statements on Demand, just give us a call and we’ll do the rest for you.

    • What is the difference between Statements on Demand and standard monthly statements?

      Our online customers receive monthly statements each month, around the same date. Your statement shows either estimated consumption or a combination of actual and estimated consumption, depending on whether you’ve supplied a meter reading and when. Statements on Demand are generated from actual meter reading to actual meter reading meaning there is no estimation at all.

    • How do Statements on Demand work?

      Statements on Demand are statements generated by your meter readings. To receive your Statement on Demand just log into your online account using your Online Account ID (which looks like 1000XXXXX) and enter in your up–to-date meter readings. We’ll then generate a statement based on this, which you’ll receive a couple of days later.

    • How do I provide my meter readings?

      To enter your meter readings just log into your online account using your Online Account ID (which looks like 1000XXXXX) and enter your meter readings by using the “submit your meter readings” page. We’ll do the rest!

    • What if I forget to provide a reading?

      Don’t worry. So that you don’t go too long without having an up-to-date statement, after 3 months we’ll generate an estimated statement for you. This will be based on the last meter readings you submitted through your online account. Standard statements will then be sent to you on a monthly basis like they were before you switched to Statements on Demand.

      If you wish to set up Statements on Demand again, just call us on 0800 358 3526 or update your preferences within your online account.

    • What if I don’t have access to my online account?

      Access to your online account is needed to be able to benefit from Statements on Demand, If you haven’t yet received your log in details or even if you have just misplaced them, just click the ‘I don’t know my password’ link and we’ll send you a link to reset them.

    • What's the 3% Interest Reward?

      It's our way of sharing the interest we earn when your account with us is in credit, as well as 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%, and you’ll see it on all your statements whenever your account’s in credit.

      Our 3% Interest Reward isn’t connected to Bank of England interest rates, but it does reflect what’s happening to interest rates generally, and we review it every 6 months.

    • Do I have to pay tax on my 3% Interest Reward?

      No, because it’s actually a prepayment discount for the energy you’ll use in the future.

    • Will I be charged interest if I have a debit balance?

      No. We’re all about the positives, so you only get 3% Interest Reward if you’ve got a credit balance.

    • When will my 3% Interest Reward be calculated and when will it be credited to my account?

      As long as you're in credit, we'll work our your 3% Interest Reward and add it to your statements.

    • How is the 3% Interest Reward calculated?

      The current annual rate of reward is three per cent. When a statement is generated, you will be credited for the corresponding period of time. This proportion is worked out by counting the days between consecutive statements. Divide the number of days between statements by 365, then multiply that by three to see what percentage you will get each time.

    • How long will the 3% Interest Reward offer last and will the rate always be three per cent?

      Our 3% Interest Reward is about giving customers a fairer deal, and we’ve been doing it since July 2010. We’ll keep an eye on it to make sure it stays in line with interest rates in general, and that if you’ve got credit with us you’re not losing out.

    • How will I know my account has been credited with an 3% Interest Reward?

      A section of the statement will show how much you have earned in that statement period. This amount will be automatically credited to your customer account and will appear in the balance. Check out our easy billing section to see a copy of one of our statements.

    • What if the estimated reading on my bill is higher than my actual read and I miss out on the 3% Interest Reward I could have been paid?

      Customers can help to keep their statements as accurate as possible by providing regular meter readings. Unfortunately, as you will see in our terms and conditions, we are unable to recalculate 3% Interest Reward if estimated readings are later proven to be inaccurate.

  • Moving home

    • I’m moving into a new home – how can I sign up to Woodland Trust Energy?

      If you are planning on moving home and you need to close your account with us, all you would need to do is either give us a call on 0800 358 3526 or send us an email to hello@woodlandtrustenergy.com and provide us with the following details:

      1. The date you have moved or are moving
      2. A meter reading for that date, or near it
      3. Your new address or forwarding details
      4. Your new contact telephone number

      We would also like to know, if possible;

      1. The name/s of the new occupier and the contact telephone/email address if possible
      2. The expected move in date of the new occupier if known
      3. The name and address of the landlord if there is one

      If you would like us to supply your new property all you will need to do is to contact us to register your new address, this process will take us 4-6 weeks to be completed. You should take a meter reading as soon as you move in and give it to whoever is currently supplying the property. If you don’t know who this is then all you would need to do is to contact our customer care team and we will look it up on the national database for you.

    • What is the procedure for handling the changing of tenancy?

      If you are planning on moving home and you need to close your account with us, all you would need to do is either give us a call on 0800 358 3526 or send us an email to hello@woodlandtrustenergy.com and provide us with the following details:

      1. The date you have moved or are moving
      2. A meter reading for that date, or near it
      3. Your new address or forwarding details
      4. Your new contact telephone number

      We would also like to know, if possible;

      1. The name/s of the new occupier and the contact telephone/email address if possible
      2. The expected move in date of the new occupier if known
      3. The name and address of the landlord if there is one

      If you would like us to supply your new property all you will need to do is to contact us to register your new address. This process will take us 4-6 weeks to be completed. You should take a meter reading as soon as you move in and give it to whoever is currently supplying the property. If you don’t know who this is then all you would need to do is to contact our customer care team and we will look it up on the national database for you.

  • What to do in an emergency

    • What do I do in an emergency?

      I think I can smell gas, what should I do? Click here

      I have no electricity, what should I do? Click here

  • Our energy

    • Where is the 100% and 15% renewable energy sourced from?

      Electricity is generated in lots of different ways – some comes from green sources but some comes from 100% non-renewable. Wherever it starts from, it all ends up going into the National Grid and getting mixed up together – a bit like water in a reservoir.

      We take our energy from the National Grid, so we can’t guarantee that what ends up in your home will be totally green. But if you go with our 100% renewable electricity plan, what we can guarantee is that for every unit of electricity you buy from us, we’ll buy one back that’s 100% renewable - and comes with Ofgem’s Renewable Energy Guarantee of Origin (REGO) certificate.

    • Where is the non-renewable energy from?

      Energy Source        Ovo/WTE  Energy National Average*

      ________________________________________

      Coal                       39.3%          34%

      Natural Gas             22.7%          25.6%

      Nuclear                   7.0%           21.6%

      Renewables             26.1%          16.7%

      Other                      4.9%           2.1%

      ________________________________________

      CO2 g/Kwh              486            420

      Radioactive g/kWh   0.0006        0.0017

      *Source: Department of Energy and Climate Change (DECC)

    • Gas

      Gas that is bought from abroad to supplement our North Sea supplies reaches the National Grid from European pipelines. A little comes from Russia, but it’s only 0.5% of the UK’s supply.

      North Sea gas production peaked in 2000 and has been declining at a rate of 2% a year. Since 2009, around 70% of the UK’s gas will come from UK North Sea gas fields.

      Increasingly, gas is imported as liquefied natural gas (LNG); natural gas cooled to about -165°C and compressed to make it easier to transport. In this form it can be shipped all over the world, just like oil. The biggest exporters of LNG are Qatar, Algeria, Indonesia and Malaysia.

    • Electricity

      Unlike fossil fuels like coal and oil, electricity generated from renewable sources can be replenished again and again and again without doing any long-term harm to the environment, providing it’s managed properly. You’ve probably already heard of solar, wind, tidal and hydropower, but we also utilise energy from geothermal sources, which is power extracted from heat stored deep in the earth. We also use electricity generated by gas released from biomass, treatment plants and landfill sites. This last example is particularly important because it captures and uses methane, a gas that would otherwise harm the environment, because of the effect it has on global warming.

  • General

    • Does Woodland Trust Energy offer the Warm Home scheme?

      We don’t currently offer the Warm Home scheme as we prefer to offer the best value to all of our customers. We work hard to provide the most competitive fixed tariffs possible and feel that this is the best way to help customers manage their energy bills.

  • How can I reduce my energy bills?

  • Price changes

    • Why have you changed your prices?

      Put simply, whenever we save, our customers save too.
      Right now, we have seen a small decrease in the wholesale energy prices which means it’s costing us a bit less to supply energy to our customers. We’re passing those savings on to make sure that our customers always know they’re getting our best price.

    • What price changes have you made - and when?

      On 00.01am Thursday 09th October 2014 we dropped our fixed prices by 1.3%.

      These changes affected all new and renewing customers, signing up or re-fixing, on any of our fixed plans (Better Energy and Greener Energy).

    • What does the price change mean for me?

      New customers

      If you’re brand new to Woodland Trust Energy, you’ll get these new prices when you sign up to any of our 12-month fixed plans (Better Energy or Greener Energy) on or after 00.01am Thursday 9th October 2014.

      Existing customers

      If you’re already with us on a fixed plan, this price change won’t affect you as you’ll have already fixed your prices. But if you’re coming to the end of your plan, and want to re-fix for 12 months more (on or after 00.01am Thursday 9th October 2014), we’ll give you a quote based on these new prices when it’s time to renew.

    • I want to sign up to Woodland Trust Energy but the prices I saw last week are different to the ones you’re giving me now – why?

      The prices for all our fixed, 12-month plans changed on 00.01am Thursday 9th October 2014 – so our website and any comparison sites will now show these new prices.

    • Will the price change apply to electricity-only customers too?

      Yes, it will also affect new and renewing electricity-only customers.

  • Government Electricity Rebate

    • What is the Government Electricity Rebate?

      It’s a government initiative to help reduce the impact of policy costs on household energy bills. You can find out more about it on GOV.UK

    • Why am I getting this rebate?

      The government is giving £12 to all UK domestic electricity customers in the autumns of 2014 and 2015 as a partial refund for the cost of its environmental and social policies.

    • How do I get the rebate?

      We’ll put the £12 in your account automatically and you’ll see this as a credit on your statement, labelled as ‘Government Energy Rebate’.

    • Who pays for this credit?

      Woodland Trust Energy pays you the credit and then we get the money back from the government.

    • How often will I get this credit?

      You’ll get one £12 payment in autumn 2014 and one in autumn 2015.

    • What should I do if I can’t see a credit on my statement?

      If you haven’t had your credit by the end of November 2014, give us a call on 0800 358 3526.

    • Where can I find out more about the Government Electricity Rebate?

      You can find out more about it on GOV.UK.