FREQUENTLY ASKED QUESTIONS

POPULAR QUESTIONS

I’m moving into a property supplied by Bryt Energy. What should I do?

If you’re moving into a property supplied by Bryt Energy, we’ll first need you to complete our COT moving in form, which can be found here. The next step is to email us at heretohelp@brytenergy.co.uk so we can confirm your contact details and process your COT form.

How long will it take for my first invoice to be generated?

Before we can produce your first invoice, we have to wait to receive all industry data. This process usually ranges between 6-8 weeks.

Where can I find my invoices?

Any invoice issued against your Bryt Energy account can be found on the customer portal. If you’ve not yet signed up to our customer portal, please contact our friendly customer services team at heretohelp@brytenergy.co.uk.

What is a smart meter?

A smart meter is an electronical meter that records the energy you use. They are self-reading and automatically send reads to your supplier, meaning no more manual meter readings and no more estimated bills. Just automated reads, accurate bills and a better view of your electricity usage.

Is it free to get a smart meter?

We install smart meters free of charge to your business. Installation is between 8:00 – 17:00, Monday to Friday. However, if you require an appointment in the evenings or weekends, we will charge you for an out of hours install. So if you require an appointment outside of these times, please discuss this when booking your installation.

I’m having trouble paying for my energy. What should I do?

If you’re having trouble with your payments, please contact us as soon as possible, so we can understand your problems and support you where possible. We’ll try to come to a suitable arrangement, however you might incur late payment interest charges, in accordance with your contract. We’ll try to collect your debt ourselves through email or phone conversations but, if we’re unable to reach a satisfactory resolution, we may refer your account to an external debt collection agency, who will collect the balance on our behalf.

For independent advice on paying your energy bills, please visit Business Debtline or Citizens Advice Bureau.

FILTER FAQS
Change of Tenancy

Do you provide a statement of account?

We offer a downloadable version of your statement via our online customer portal here. If you’ve not yet set up your customer portal account, please contact our customer service team at heretohelp@brytenergy.co.uk

I wish to pay my new account by Direct Debit. How can I do this?

If you wish to pay by a Direct Debit then we would request that you set it up online by visiting our Direct Debit mandate set up page here. We are unable to accept paper Direct Debit mandates.

When will I receive my final bill?

Once we have all of the correct information, we’ll complete the COT within 5 working days and endeavour to produce a final invoice for you within 10 working days. If your final bill has been issued with an accurate meter reading and your final balance is in credit then we will refund the balance to you automatically within 10 working days.

I’m moving out. What should I do?

If you’re moving out of a property supplied by Bryt Energy, we’ll first need you to complete our COT moving out form, which can be found here, and provide the relevant evidence. The next step is to email us at heretohelp@brytenergy.co.uk so we can update our records with your forwarding address and then process your COT request.

I’m moving into a property supplied by Bryt Energy. What should I do?

If you’re moving into a property supplied by Bryt Energy, we’ll first need you to complete our COT moving in form, which can be found here. The next step is to email us at heretohelp@brytenergy.co.uk so we can confirm your contact details and process your COT form.

What evidence do I need for a COT (Change of Tenancy)?

You can find the information and evidence needed for a Change of Tenancy on our downloadable forms. You can access our Moving In form, here, and our Moving Out form, here.

As well as the information on these forms, we’ll also need a copy of one of the following supporting documents to help us verify the change:

  •  Your lease/tenancy agreement
  • A letter from your solicitor
  • A completion agreement

It’s crucial that these supporting documents are provided, as without them we’ll be unable to process the requested change and the current account will continue to be invoiced with the existing customer details we have for the property.

Switching to Bryt Energy

Faster Switching

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.

Why has my transfer over to Bryt Energy’s electricity supply been objected to?

We recommend contacting your current electricity supplier, as they will be able to explain why there has been an objection with your transfer. An energy supplier will usually object to a change of supply request if they believe there is an unpaid balance on your account or there is still a live contract which has not yet been terminated.

What do I need to do when my supply starts with Bryt Energy?

To ensure your switch to Bryt Energy goes smoothly, we ask that you:

 

  • Check that your contact details are up-to-date and accurate.

  • Ensure you have signed up to your online customer portal, where you can access your account balance, view your half-hourly data and submit meter reads. Get in touch with our friendly team at heretohelp@brytenergy.co.uk to set up your account.

  • Submit a meter read, if you have a non-half hourly meter, within 5 working days of your supply start date. We’ll use these to open your new account and will send these to your old supplier so they can close your previous account with them.

Can I choose the date that I start being supplied by Bryt Energy?

Yes, you can choose the date you’d like to be supplied by us from. Your start date will be in your contract and, unless there are any objections, we can transfer your supply to us within 1 working day.

 

Your existing electricity supplier will typically raise an objection for one of the following reasons:

 

  • If they believe there is still an existing contract that has not reached its end date.
  • If there is an outstanding balance on your account.

 

If an objection is raised, it can cause a delay to your supply start date. To ensure we can register your electricity supply as quickly as possible, please contact your current supplier and ask them to explain why they have raised an objection for you leaving them. Please let us know when this has been rectified so we can continue our change of supply process.

Will I need to submit meter readings when I switch to Bryt Energy?

If you have a non half hourly meter, we will need a meter reading within 5 working days of your supply start date. We’ll use these to open your new account and will send these to your old supplier so they can close your previous account with them.  

If you have a smart meter or half-hourly meter, we don’t require a read from you.

Smart Meters

Smart Metering Installation Code of Practice

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.

Are smart meters safe?

Yes, smart meters went through testing and are covered by strict EU and UK safety laws. Public Health England have conducted an independent assessment and have issued a statement confirming there is no risk. Please see the link below for more information: https://www.gov.uk/government/publications/smart-meters-radio-waves-and-health/smart-meters-radio-waves-and-health#:~:text=Smart%20meters%20use%20radio%20waves,pose%20a%20risk%20to%20health

What happens at the appointment?

We want to make sure you have all the information you need on what to expect and how to prepare for your install. You can find this information on our website, here. Please read through this carefully and forward these details on to any other relevant members within your company.

And if you have any queries at all, please get in touch with us.

Does my power have to be switched off?

Yes, your electricity supply will be down for 20-40 minutes however, it can take up to an hour on some occasions.

Annual smart meter installation target

Here at Bryt Energy, we are committed to ensuring our 2022 target of installing 222 smart meters is met.

If you are an existing customer and are interested in having a smart meter installed, please get in touch with our friendly team of experts at smart@brytenergy.co.uk.

You can also learn more about the benefits of smart meters, here: https://www.brytenergy.co.uk/smart-meters/

What’s the difference between the first generation smart meter and the second generation smart meter?

First generation smart meters (SMET1) supported accurate billing however, they are not always compatible with other energy supplies. So when you switch suppliers, this type of smart meter may lose functionality. The DCC (Data Communications Company) are working closely with energy companies to migrate SMETS1 meters. When complete, many more consumers will enjoy the full benefit of their smart meter. You can learn more about this, here. Second generation smart meters (SMETS2) support accurate billing and are compatible across the industry, so you can switch suppliers with ease and keep your smart meter, without losing any functionality. We only offer these types of smart meters to our customers.

What data does my smart meter collect?

As part of having a smart meter installed, you are consenting to the below:

  • Bryt Energy will remotely read your smart meter once a month to obtain an invoicing read.
 
  • Bryt Energy will remotely read your smart meter to assist in any business processes, such as Change of Tenancy, to ensure accurate invoicing.

Can I move to a different supplier if I get a smart meter installed?

Yes, we only install second generation smart meters, which allow you to move to a different supplier should you wish, without the meter losing its functionality.

Can I get a smart meter if I rent the property?

If you pay the energy bills for your property, it is up to you if you would like a smart meter and you do not need to ask for permission from your landlord. However, if your landlord pays the bills, you will need to ask them for permission before installing a smart meter.

Is it free to get a smart meter?

We install smart meters free of charge to your business. Installation is between 8:00 – 17:00, Monday to Friday. However, if you require an appointment in the evenings or weekends, we will charge you for an out of hours install. So if you require an appointment outside of these times, please discuss this when booking your installation.

What is a smart meter?

A smart meter is an electronical meter that records the energy you use. They are self-reading and automatically send reads to your supplier, meaning no more manual meter readings and no more estimated bills. Just automated reads, accurate bills and a better view of your electricity usage.

Meter Reads

Why am I receiving meter reading reminders?

We want to make sure you’re billed as accurately as possible. Regular meter readings help us to do this by avoiding estimating your usage.

Regular meter readings allow you to monitor your usage and see how your consumption changes throughout the year. They also ensure your Direct Debit is set to the correct amount, even if you choose to switch suppliers.

In comparison, if you don’t supply regular meter reads, we may have to estimate your annual consumption (EAC) and therefore your Direct Debit payment could be set higher than what you are actually using.

Where can I submit meter readings?

If you have a non-half hourly meter you can submit a meter reading through your online portal account. You will need to select the ‘Meter Reading’ option from the dropdown menu and enter your meter reading and the date it was obtained before submitting.

Do I need to provide meter readings if I have a half hourly, AMR or smart meter?

No, we receive all half hourly, AMR and smart information automatically, which helps us provide you with accurate bills. If you don’t have a half hourly meter, you can submit your meter readings with ease, through our online customer portal. If you’ve not yet signed up to our customer portal, please contact our helpful customer support at heretohelp@brytenergy.co.uk.

Do you offer Feed-In Tariffs?

We don’t currently support feed-in tariffs. However, you can still join Bryt Energy for your electricity supply and keep your feed-in tariff with your previous supplier.

Invoices

I’m having trouble paying for my energy. What should I do?

If you’re having trouble with your payments, please contact us as soon as possible, so we can understand your problems and support you where possible. We’ll try to come to a suitable arrangement, however you might incur late payment interest charges, in accordance with your contract. We’ll try to collect your debt ourselves through email or phone conversations but, if we’re unable to reach a satisfactory resolution, we may refer your account to an external debt collection agency, who will collect the balance on our behalf.

For independent advice on paying your energy bills, please visit Business Debtline or Citizens Advice Bureau.

Where can I find my invoices?

Any invoice issued against your Bryt Energy account can be found on the customer portal. If you’ve not yet signed up to our customer portal, please contact our friendly customer services team at heretohelp@brytenergy.co.uk.

How long will it take for my first invoice to be generated?

Before we can produce your first invoice, we have to wait to receive all industry data. This process usually ranges between 6-8 weeks.

Refunds

My account is in credit. What should I do?

Please ensure an actual meter reading has been submitted, rather than an estimated meter read, if this is what we have used on your recent invoice. We do not automatically refund credit balances if we are still supplying you, as we will use this credit to offset future consumption charges we bill you. If you would prefer the balance to be refunded, as long as we have billed you up to date with actual readings, and any other accounts you have with us are paid in full, then please email heretohelp@brytenergy.co.uk and request your refund. This will be paid in the same way your original payment was made.

My final balance shows I’m in credit. How do I receive my refund?

Firstly, please ensure an actual meter read has been submitted. If we have used an estimated reading on your final bill, we will be unable to refund any remaining credit until we can bill you using an accurate reading. Then, once your final bill is issued and any other accounts you have with us have all been paid, any remaining credit balance will be refunded to you automatically within 14 calendar days. This will be paid in the same way your original payment was made.

General Queries

Do you have a paper copy of the Direct Debit form?

We are unable to accept paper Direct Debit mandates. If you wish to pay by a Direct Debit then we would request that you set it up online by visiting our Direct Debit mandate set up page, here.

I have a few accounts with Bryt Energy and have registered to the portal but can only see one. How do I gain access to the remaining accounts?

Contact our helpful customer support team at heretohelp@brytenergy.co.uk to confirm you have successfully registered to our online customer portal. If you have, we will be able to ensure you have access to all of your accounts.

Where can I find my account balance?

Your current account balance will be displayed on the ‘Account summary’ page of your customer portal account.

How do I download my statements of accounts?

To download your statements of accounts, you’ll need to log on to your customer portal and visit the Transaction Summary section. You will be asked to select a start & end date for the transaction summary you wish to view, which you can then download as a PDF.

How do I get access to my half hourly data?

You can access your half hourly data by visiting your account on your Bryt customer portal and selecting ‘Meter information’ on your account summary. You will be able to select a meter point and date range before downloading your half hourly data.

Settlements

How do settlements affect my energy?

Aside from allowing the energy you use to be settled properly within the industry, regular readings will allow Bryt Energy to bill you as accurately as possible, rather than relying on estimates which may be higher than the actual amount of energy you have used.

This will in turn allow you to assess your energy usage and budget accordingly.

What do I need to do?

In order to settle the energy usage correctly, Bryt Energy will need you to provide regular meter readings so that we know how much energy you have used.

If you have a SMART or AMR meter, this will provide us with accurate automatic readings and you will not need to take any action to provide any additional readings to us.

If you have a dial meter you will receive a monthly request for meter readings by email asking you to submit them via the online portal or by email to heretohelp@brytenergy.co.uk

What is a settlement?

The electricity Bryt Energy supplies to you is generated from zero carbon, 100% renewable sources. The role of the settlement team is to ensure energy generation providers are correctly paid and the industry is informed with details of the specific energy used. This ensures enough power is generated without wasted energy and keeps the supply of energy reliable.

Microbusiness

How do I know if I’m a micro business customer?

Ofgem defines a non-domestic consumer as a micro business if they meet one of the following criteria: employs fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or uses no more than 100,000 kWh of electricity per year.

Who can I speak to if I need financial help?

We would always encourage you to get in touch with our Customer Operations team as soon as you feel you are unable to pay your invoice so that we can discuss this with you.

If you would prefer to speak to someone else for free and independent financial advice then the Business Debt Line are available to help you at www.businessdebtline.org or on 0800 1976026.

How often will my meter be read?

We would encourage you to submit an actual meter reading on a monthly basis to ensure that your bills are accurately produced using the correct consumption levels. We will send you a meter reading reminder on a monthly basis and you can submit your reading through your online Bryt Energy portal. We will use the reading provided if it is reasonably accurate and if we view it as being incorrect we will take all reasonable steps to contact you to obtain a new meter reading. We will also take all reasonable steps to obtain a meter reading from your site on an annual basis.

How will you use my smart meter data?

Under the Smart Energy Code (SEC), we are allowed to take a meter reading from you once a month. If we need to take more than one meter reading per month, we will ask for your explicit consent and will let you know how we’ll use your data.

I’m on out of contract rates, what should I do?

To see our deemed and out of contract rates, please visit here. If you’d like to switch to one of our zero carbon, 100% renewable electricity contracts, please get in touch at solutions@brytenergy.co.uk or on 0121 726 7575.

What can I expect when my contract with Bryt Energy is coming to an end?

·We will give you a minimum of 60 working days notice of when you are approaching your contract end date.

·You can terminate your contract with us at the end of your supply contract, as long as you give 30 working days’ notice before the end of your contract end date. We will provide confirmation of your termination within 5 working days of receiving your notice.

As a microbusiness, what can I expect when I switch to Bryt Energy?

If you are a microbusiness, we will ensure:  

  • The terms of your contract are clearly stated before you switch to us, and that they are easy to understand.
  • Your contract duration and end date are prominent and easy to access.
  • Within 10 working days of you switching to us, we will provide you with your Terms and Conditions and a statement of your renewal terms.

Can my invoice be backdated?

We always try to ensure that your bills are issued accurately every month. Unfortunately on some occasions we receive delayed industry information which means we need to backdate your invoices, or issue you a new invoice for a previously unbilled period.

If you are a microbusiness customer then we will not bill you for charges which have been incurred 12 months prior. The only exceptions are where we have tried to gather the required information and this has not been possible.

Where can I look for independent energy advice and support?

Please contact Citizens Advice if you need help with an energy problem – for example with your bills or meters, or if you’re struggling to pay for the energy you use. They’re the official source of free and independent energy advice and support.

You can visit them at citizensadvice.org.uk/energy or call their customer service team on 0808 223 1133, for free.

Get In Touch

What should I do if I’m unhappy?

Here at Bryt Energy, we are committed to providing a high level of service to all our customers. If you feel we’ve let you down in anyway, please contact our Customer Service team on 0330 053 8620 or at complaints@brytenergy.co.uk.

If we have not been able to resolve your complaint, you can get in touch with the Energy Ombudsman on 0330 440 1624 or at enquiries@os-energy.org. For more information on our complaints support process, visit here.

What’s the best way to contact you?

You can contact our helpful customer service team at heretohelp@brytenergy.co.uk or on 0330 0538620. All emails will be responded to within 2 working days.

Covid-19

What’s the best way to get in touch with you during this period?

Our friendly team are available to answer all emails and phone calls during our usual opening hours of Monday-Friday, 8.30am to 4.30pm. You can get in touch with them on 0330 053 8620 or at heretohelp@brytenergy.co.uk

What support will my business get during the Covid-19 outbreak?

We will continue to support you by:

Answering your emails within our usual 48 hours response period, where your email is received before 4pm

Answering your phone calls as quickly as we can to provide you with any assistance you may need

Monitoring the government advice and updating you with any relevant changes

We also appreciate that payments may be more difficult at the moment, with tough decisions being made as to which bills are your priority. If you feel there is a chance you will be unable to pay your bill, please let us know as soon as possible.

Fuel Mix

What electricity do you supply to businesses?

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.

What is Bryt Energy’s fuel mix?

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.

Where do you buy your electricity from?

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.

Will the electricity physically supplied into my sites all be renewable?

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.

What are guarantee of origin certificates (REGOs and GoOs)?

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.

How does Bryt Energy buy REGOs & GoOs?

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.

Can my business obtain the REGOs & GoOs certificates, so I know where the electricity I have purchased has been generated from?

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.

How does my business prove we have bought zero carbon, 100% renewable electricity?

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.

What is the Greenhouse Gas (GHG) protocol?

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.

What are the GHG scopes?

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:

  • Scope 1 covers direct emissions from owned or controlled sources, like the gas used to heat a building or the fuel used in the company’s fleet of vehicles.
  • Scope 2 covers indirect emissions from the generation of purchased electricity, steam, heating and cooling consumed by the company.
  • Scope 3 includes all other indirect emissions that occur in a company’s value chain, like the emissions from commuting to work, or purchased goods and services.

What are Transmission and Distribution (T&D) losses and where do they feature under the GHG protocol?

Transmission and distribution (T&D) losses refer to the losses that occur in the transportation of electricity between the sources of generation and the end customer. T&D losses come under Scope 3 – Category 3: Upstream fuel and energy-related activities. You can report zero carbon emissions for T&D losses for the electricity supplied by Bryt Energy, as we purchase sufficient REGOs and GoOs to cover the electricity lost in the transmission and distribution of your electricity. This is calculated based on the annual loss factor published by BEIS as part of their ‘Fuel Mix Disclosure Data Table’, and is built into our own Fuel Mix Disclosure (FMD).

What is the Greenhouse Gas (GHG) protocol market-based method?

The GHG protocol Scope 2 market-based method reflects emissions from electricity that companies have purposefully chosen to procure and report on.   This differs from the GHG protocol Scope 2 location-based method, which looks at the average carbon emissions for the country of operation, which is mandatory to include on your GHG reporting. For the UK, you can find the location-based average emission factors from the Government website which are updated annually.

Bryt Envision

Is there a cost?

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

How can I view my data?

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.

What reports can I run from Bryt Envision?

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.

Here to Help

Our friendly customer service team are on hand to support you with any queries you have. You can get in touch with us between

Monday – Friday, 8.30am – 5.00pm

Location

1 Victoria Square
Birmingham
B1 1BD

Call us

0330 053 8620