Faster Switching is the Ofgem regulatory project which aims to ensure that energy customers can switch their supplier easily and with confidence.

 

The industry wide go live date is the 20th July 2022 and from this date all non-domestic suppliers will be able to offer customers the ability to switch energy supplier within 2 working days.

 

At Bryt Energy we are proud that we have historically been able to offer customers the ability to change supplier within 2 working days and can see the positive benefits this project implementation will have for customers being able to do this with any supplier in the industry.

 

Due to the industry system changes being made, there will be a period from late June until the 20th July where any Change of Supply requests we receive may take longer than usual to complete. We will proactively communicate with any impacted customers so that you will know if you are affected and can understand what this will mean for your energy supply switching process.

Here at Bryt Energy, we comply with the Smart Metering Installation Code of Practice (SMICoP). This is to ensure our customers received a high standard of service throughout their smart meter installation.

If you’d like to learn more about the code of practice, you can read it here.

If you have any questions about the smart meter installation process, you can get in touch with our friendly team of experts at smart@brytenergy.co.uk.

No, this is a free service for all Bryt Energy customers with half-hourly meters.

You can access your data via the Homepage of Bryt Envision, anywhere, anytime. The platform can be viewed from either a desktop or on your mobile, and you can also have multiple users set up to access your data.

Our electricity supply product is zero carbon, 100% renewable, sourced solely from solar, wind and hydro (there’s no coal, gas or nuclear in our fuel mix) and has been audited and verified by an independent third party, EcoAct. They have certified that our supply is matched with guarantee of origin certificates (REGOs and GoOs), which allows our customers to report zero carbon emissions on their scope 2 under the Greenhouse Gas (GHG) protocol market-based method. See our assurance statement here.

Our fuel mix is the ratio of different sources used to generate the electricity supplied to our customers. All UK electricity suppliers must detail their fuel mix on an annual basis to Ofgem and their customers – this is called a ‘Fuel Mix Disclosure’ or FMD. This must also include the associated carbon content so that customers can accurately measure their associated carbon emissions and compare each suppliers’ offered Fuel Mixes. Our current fuel mix can be viewed here.

We purchase all our electricity through our parent company, Statkraft, who procure the electricity volume to match our customers’ contracted amount from the wholesale electricity market.

No. The electricity to your business is supplied via National Grid’s transmission network and local distribution networks (not directly from a renewable generator), so you will be provided with electricity from a mix of sources that the grid is being supplied with at that time from all generators – this may include fossil fuel sources. To ensure your business can show they have procured renewable electricity, we purchase guarantee of origin certificates (REGOs & GoOs) to match the electricity we supply to you. This is currently the only official method for recognising renewable electricity supply in the UK, as mandated and operated by BEIS and Ofgem. The guarantee of origin certificates prove that a quantity of renewable electricity has been generated and purchased by Bryt Energy to match your consumption volumes in a particular year.

REGOs (Renewable Energy Guarantees of Origin) and GoOs (Guarantees of Origin) are certificates issued to renewable generators per megawatt hour of renewable electricity generated. These are purchased by suppliers and demonstrate to the consumer (and Ofgem) that the equivalent of their supplied electricity in a given year came from renewable generation. Without sufficient certificates, suppliers cannot claim to be providing a renewable supply. REGOs are issued within the UK, whilst GoOs are issued to generation within the EU. Both are currently valid within the UK for reporting purposes so we may purchase a mixture of both.

You also have the option to refer your complaint to the Energy Ombudsman if:

We’ve reached a stalemate despite our best efforts and we’ve stated that there is nothing further that we can do to resolve the complaint. We will issue you with a deadlock letter if this were to happen

OR

It’s been 8 weeks since you raised the complaint and you feel that we haven’t resolved your complaint to your satisfaction.

The Energy Ombudsman is an independent, free to use service that resolves customer complaints in an impartial manner. Once a complaint has been referred to the Energy Ombudsman, it will then investigate the issue with both you and us. You are not bound by any ruling that the Energy Ombudsman may issue but we would be. That decision may include:

That we provide an apology
An explanation from Bryt Energy
A service or action that benefits you (e.g. removal of incorrectly billed charges)
Compensation (if applicable)
You can reach the Energy Ombudsman;
By phone: 0330 440 1624 (opening hours – 9am to 5pm Monday to Friday)
By email: enquiries@os-energy.org
Online: www.ombudsman-services.org/energy-complaint.html
By post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Further independent advice for micro businesses

The Citizens Advice Energy service provides free, confidential and impartial advice on any issues you may have in relation to your energy supply. You can contact them by phone: 03454 04 05 06 (opening hours – 9am to 5pm Monday to Friday).

Or you can visit their website for more information at www.citizensadvice.org.uk

We will fully co-operate with both the Energy Ombudsman and Citizens Advice if you wish to involve them in seeking an acceptable resolution to your complaint.

If we haven’t resolved your complaint to your satisfaction, you can ask your dedicated complaints handler to provide you with the appropriate manager’s contact details so you can escalate the issue.

The manager will aim to write back to you within five working days of receiving your communication either with a proposed resolution or a full description of our next steps.

If you’re unhappy with the way we’ve handled your complaint at any point, you can ask us to conduct an internal review. A manager will then contact you as soon as possible to seek additional information to help inform that review.

In the first instance, please contact our customer care team.

By telephone: 0330 053 8620 (opening hours – 8.30am to 5.00pm Monday to Friday)
By email: complaints@brytenergy.co.uk
By post: Complaints Department, Bryt Energy, 1 Victoria Square, Birmingham B1 1BD

Please have your account number to hand as this will help us deal with your issue more quickly. You can find this on any contract, bill or statement documents we’ve previously sent you.

We’ll always aim to resolve your complaint the first time you contact us. Where this isn’t possible, we’ll provide you with a dedicated complaint handler who’ll communicate with you regularly to keep you up to date with our progress in resolving your issue.

Please note that we will keep a written record of your complaint as well as any agreed resolution that we’ve reached.

At Bryt Energy we are committed to sustainable business practices and this includes addressing the whole lifecycle of the energy storage systems we provide for our customers. A well-managed and maintained battery will have a lifetime of up to 30 years but, when a battery may need replacement, we want to assure you that your old battery can be returned and the parts safely recycled in an environmentally responsible manner.

As an installer of industrial batteries under the Waste Batteries and Accumulators Regulations 2009, we, Bryt Energy Storage, are classified as a ‘Producer’ of Lithium Ion batteries. We are obliged to take back, free of charge, waste industrial batteries supplied to an end user for treatment and recycling. We are required to do this in any calendar year we place new industrial batteries on the market. If any of our customers, or in certain cases other end users, require us to take back Industrial batteries, they should contact us at Bryt Energy Storage to find out more, on
0300 058 0700 or heretohelp@brytenergy.co.uk

Electricity Connection Guaranteed Standards

This section sets out the guaranteed standards for metered demand and generation connection services provided by your electricity network operator, which owns the wires through which electricity is supplied to the property. Please note the electricity network operator is not responsible for metering or billing – this is done by your energy supplier.

This section of this document summarises the Electricity (Connection Standards of Performance) Regulations 2015 (in relation to metered demand connections) and the Direction under Distribution Licence Condition 15A (in relation to generation connections).

If your local electricity network operator fails to meet any of the connection guaranteed standards you are entitled to receive a payment.

In some circumstances, the guaranteed standards may not apply, including events beyond your local electricity network operator’s control, industrial action, the actions of third parties or not being able to gain access to premises. If the electricity network operator claims any of these exemptions, it will need to show that it took all reasonable steps to prevent the circumstances occurring and to prevent failure.

These guaranteed standards also do not apply:

Where some of the connections work is to be carried out by an independent connections provider, separate service standards and compensation arrangements apply for the aspects of the connections work that the electricity network operator undertakes; or Where reinforcement is required due to the installation of approved equipment (such as small scale generation) at domestic premises or small businesses where no modification to the physical connection is needed and no connection charge is made. Where a new demand connection includes the installation of a single small scale generation unit (SSEG), the relevant demand standards will apply. Where a new demand application includes the installation of multiple SSEG generation or large scale (G59) generation, the relevant generation standards will apply.

The electricity network operator guarantees its key connection services. These guarantees apply to new or modified connections. However, please note that works solely associated with moving a customer’s meter are only included within the scope of “modified connections” for the purposes of Budget Estimates, Quotations and the Quotation Accuracy Scheme.

Provision of Budget Estimates

If you ask your local electricity network operator for a desk-top budget estimate of connection costs that don’t require a visit, they will provide this information within the following timescales (based on the assumption they have all the information they need and been paid any applicable fees)

If the required capacity of the connection is less than 1 MVA, it will provide the budget estimate within 10 working days.

If the required capacity of the connection is 1 MVA or more, it will provide the budget estimate within 20 working days.

If the electricity network operator fails to meet these timescales you will receive a payment of £85.

Provision of Quotations

If you ask your local electricity network operator for a quotation (a formal offer of terms) for a connection, they will provide this within the following timescales from when you have given them all the information that they need and paid any applicable fees.

If they fail to provide you with a quotation, they will pay you a fixed amount for each working day that they are late in doing so.

Quotation Accuracy Scheme

This only applies to customers asking for a quotation for a single LV service demand connection or for small-project demand connections.

Customers have the right to challenge the accuracy of their quotation under the Quotation Accuracy Scheme. If the quotation is found to be inaccurate or incomplete, your local electricity network operator will make a fixed payment. They will provide you with a correct quotation and also refund you the amount of any overpayment you may have made. However, if it turns out that they have undercharged you then they will require you to pay the additional amount.

They will agree dates to commence the works, complete the works (or a phase of works specified in the quotation) and, if required, energise the supply. These dates may be varied at the customer’s request or agreement or as notified by the electricity network operator (for example if severe weather causes them to postpone planned works, if there are delays in obtaining wayleave consents, if they are unable to undertake live working on their system for safety reasons or prerequisite works have not been completed). They will commence on-site work, complete the on-site works and energise if required, on the agreed dates.

If they fail to meet an agreed date, they will pay you a fixed amount for each working day that they are late in doing so.

Notification of Payment under Electricity Connections Guaranteed Standards

If your local electricity network operator fails to meet any of these standards, they will make your payment by cheque, by electronic transmission or as a credit to your connection invoice within 10 working days of the failure (for budget estimates), within 10 working days of a quotation being found to be incomplete or inaccurate (for the quotation accuracy scheme) and within 10 working days of completion of the job (for all the other standards covered by this document).

If they fail to make payment within the above timescales they will send you an additional payment of £65.

Any payments that you receive under the Electricity Connections Guaranteed Standards will not prejudice your entitlement to any other remedy or action that may be open to you because of your electricity network operator’s failure.

Contacting Your Local Electricity Network Operator

Please find below a map showing the electricity network operators across all regions and details of how to contact them.

Main Fuse Failure

If the main fuse at the property fails and you tell your local electricity network operator about this between 7am and 7pm on a working day, they will send someone to the property within 3 hours. If you tell them about this on a weekend or bank holiday, they will send someone to the property within 4 hours.

If they don’t send someone to the property within the deadlines above, you’ll receive a payment of £30.

Rota Disconnection

In certain very unlikely situations it may be necessary for your local electricity network operator to interrupt the supply to your property so that the available electricity supply can be shared on a rota basis between different areas.

If your electricity network operator has to do this and you have no electricity supply to the property for 24 hours or more, you may be eligible for a payment of £150.

Multiple Supply Interruptions

If you experience at least 4 power cuts, each of which last for 3 or more hours during any 12-month period (commencing on April 1 every year), you may be eligible for a payment of £75.

Restoration of Electricity Supply in Normal Weather Conditions

If the electricity supply to the property fails during normal weather conditions due to a problem on your local electricity network, the electricity network operator will restore the electricity supply within 12 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you will receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24-hour period that the electricity supply to the property is not restored.

If the electricity supply to the property fails during normal weather due to a single problem on your local electricity network which affects 5000 or more properties, the electricity network operator will restore the electricity supply within 24 hours of becoming aware of the problem.

If your electricity network operator fails to do this, you’ll receive a payment of £150. A further £35 payment is due for each additional 12-hour period beyond the initial 24 hour period that the electricity supply to the property is not restored, up to a maximum of £300 in total.

Restoration of Electricity Supply in Severe Weather Conditions

If the electricity supply to the property fails during severe weather conditions due to a problem on your local electricity network, it will be restored within a defined period, dependent on the number of properties affected by that event. In these circumstances, the amount of time within which your electricity network operator is required to restore supply to the property varies from 24 hours to over 48 hours.

If your electricity network operator fails to restore the electricity supply within the prescribed timescale, you’ll receive a payment of £70. A further £70 payment is due for each additional 12-hour period beyond the prescribed timescale that the electricity to the property is not restored up to a maximum of £700 in total.

Notice of Planned Interruption of Electricity Supply

If your electricity network operator needs to interrupt the electricity supply to the property for whatever reason, they’re required to give you at least 2 calendar days’ notice of this.

If they fail to do this, you’ll receive a payment of £60.

 

Voltage Complaint Investigation
If you tell your local electricity network operator that you have a problem with the voltage of your supply, they’re required to visit the property within 7 calendar days or explain the problem to you in writing within 5 working days.

If they fail to do this, you’ll receive a payment of £30.

Appointments

If your electricity network operator needs to visit the property, they must offer you either a morning appointment (before 1pm) or an afternoon appointment (after 12pm). Alternately they must offer you a fixed 2-hour appointment slot if you request this. If they fail to make or keep an appointment with you then you’ll receive a payment of £30.

Failure to make payment under the Standards of Performance

If your electricity network operator fails to pass us any of the payments that are due to you for not meeting any of the Standards of Performance listed above within 10 calendar days (apart from the Standard for Restoration of Electricity Supply in Severe Weather Conditions, where the electricity network operator will make payment as soon as is reasonably practicable), you may be eligible for a payment of £30.

Appointments

There may be times when we need to visit the property to carry out functions such as reading a meter or fulfilling our obligations under our supply licence. Alternately, you may ask us to visit the property for whatever reason.

We will always try to arrange any appointment within a reasonable time period, generally no more than 2 weeks from when we originally discussed this with you, although we will try to accommodate your preferences in relation to this. We will always try to offer you an appointment at a time convenient to you where this is possible.

Appointments will always be within normal working hours (9am to 5pm Monday to Friday) and we will keep to an agreed appointment time unless you have asked us to cancel it or we have asked to re-arrange it and you have agreed to this new appointment time.

If we fail to carry out the appointment at the time that we have agreed, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.

Redirection of Payments

There may be occasions when your local electricity network operator or gas network operator is required to make a payment to you under their Guaranteed Performance Standards which are set out below. This payment will be made to us and we are then required to pass it on to you within 10 working days of the date that we receive it from the relevant network operator.

If we fail to do this, we’ll pay you £30 within 10 working days. If we do not make this payment within 10 working days, we’ll pay you an additional £30 within a further 10 working days. Payments will be made as a credit to your account unless you and we agree otherwise.

You also have the option to refer your complaint to the Energy Ombudsman if:

We’ve reached a stalemate despite our best efforts and we’ve stated that there is nothing further that we can do to resolve the complaint. We will issue you with a deadlock letter if this were to happen

OR

It’s been 8 weeks since you raised the complaint and you feel that we haven’t resolved your complaint to your satisfaction.

The Energy Ombudsman is an independent, free to use service that resolves customer complaints in an impartial manner. Once a complaint has been referred to the Energy Ombudsman, it will then investigate the issue with both you and us. You are not bound by any ruling that the Energy Ombudsman may issue but we would be. That decision may include:

That we provide an apology
An explanation from Bryt Energy
A service or action that benefits you (e.g. removal of incorrectly billed charges)
Compensation (if applicable)
You can reach the Energy Ombudsman;
By phone: 0330 440 1624 (opening hours – 9am to 5pm Monday to Friday)
By email: enquiries@os-energy.org
Online: www.ombudsman-services.org/energy-complaint.html
By post: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Further independent advice for micro businesses

The Citizens Advice Energy service provides free, confidential and impartial advice on any issues you may have in relation to your energy supply. You can contact them by phone: 03454 04 05 06 (opening hours – 9am to 5pm Monday to Friday).

Or you can visit their website for more information at www.citizensadvice.org.uk

We will fully co-operate with both the Energy Ombudsman and Citizens Advice if you wish to involve them in seeking an acceptable resolution to your complaint.

If we haven’t resolved your complaint to your satisfaction, you can ask your dedicated complaints handler to provide you with the appropriate manager’s contact details so you can escalate the issue.

The manager will aim to write back to you within five working days of receiving your communication either with a proposed resolution or a full description of our next steps.

If you’re unhappy with the way we’ve handled your complaint at any point, you can ask us to conduct an internal review. A manager will then contact you as soon as possible to seek additional information to help inform that review.

In the first instance, please contact our customer care team.
By telephone: 0330 053 8620 (opening hours – 8.30am to 5.00pm Monday to Friday)
By email: complaints@brytenergy.co.uk
By post: Complaints Department, Bryt Energy, 1 Victoria Square, Birmingham B1 1BD

Please have your account number to hand as this will help us deal with your issue more quickly. You can find this on any contract, bill or statement documents we’ve previously sent you.

We’ll always aim to resolve your complaint the first time you contact us. Where this isn’t possible, we’ll provide you with a dedicated complaint handler who’ll communicate with you regularly to keep you up to date with our progress in resolving your issue.

Please note that we will keep a written record of your complaint as well as any agreed resolution that we’ve reached.

There are many reports you can run on this platform. Some of the most popular reports include half-hourly electricity consumption data, power factor and maximum demand.

All reports can be viewed in a browser, downloaded, or sent straight to your email address, and some are available in both graph and csv format.

We source the majority of our guarantee of origin certificates through our parent company, Statkraft, but we may also purchase elsewhere to ensure we get the best price for our customers. When we purchase guarantee of origin certificates from Statkraft they can be from Statkraft-owned renewable generation assets, Statkraft-controlled renewable generation assets in their portfolio, or fully independent 3rd party renewable energy generators. However, we always ensure that we only purchase REGOs and GOOs for solar, wind and hydro electricity generation.

These certificates are held by suppliers (Bryt Energy) for fuel mix reporting purposes (rather than the customer) and are submitted to Ofgem.

Currently we cannot provide our customers with the identity of specific renewable generation assets (sites) that we have purchased guarantees of origin certificates for. Therefore, we also cannot issue the specific REGOs or GoOs certificates to our customers to match their supply volume, as these are held by Bryt Energy.

Our supply products are evidenced through our Bryt Energy renewable contract certificates that we can provide to our customers. This certificate confirms that the customer on contract with us is being supplied with electricity that’s been sourced solely from zero carbon, 100% renewable sources, Solar, Wind and Hydro, for that contract period. The customer is therefore able to report zero carbon emissions for electricity consumption in Scope 2 under the Greenhouse Gas (GHG) Protocol market-based method. We also recommend keeping our EcoAct Assurance Statement with your Bryt Energy renewable contract certificate to show your supply has been audited and verified as zero carbon and 100% renewable.

Please contact heretohelp@brytenergy.co.uk if you wish to receive your our Bryt Energy renewable contract certificate.

The GHG (Greenhouse Gas) protocol is a set of internationally accepted standards of measuring and reporting emissions. The guidance categorises emissions activities into different scopes for accounting and reporting purposes.

The GHG Protocol have defined three scopes of emissions which are essentially who ‘owns’ those emissions and how much control a company has to change or influence them: