FOR CUSTOMERS

 

  

Our customers are at the heart of what we do. We support British businesses on their carbon-reducing journey with our zero carbon electricity supply, on-site generation, energy storage and optimisation solutions.

 

We pride ourselves on our excellent customer service and our team of industry experts are always happy to help. We’ve also developed a customer portal so when our team isn't available out of hours, you'll have 24/7 access to manage your account, view your bills and submit meter reads, effortlessly.



  

  

YOUR ACCOUNT

 

Login to our customer portal to access your account and half-hourly data, view your bills and submit meter readings with ease.
Not registered yet? Get in touch with us at heretohelp@brytenergy.co.uk to set up your account.

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METER READS

Submit your meter reads online

 Improve the accuracy of your bills with no more estimate reads

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BILLS

View all of your bills in one place

 Keep up-to-date with your account balance

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ACCOUNT

Have an overview of your entire customer account

Update your details with the click of a button

FREQUENTLY ASKED QUESTIONS

 

Covid-19 queries

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

We will continue to support you by:

  • Answering your emails within our usual same day 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. There is also government support available for businesses to help you through this difficult time, which you can find out more about, here.

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

Our employees have been asked to work from home following government advice. However, our friendly team are still 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.

My business' electricity consumption has changed during the Covid-19 outbreak. What should I do?

If you have a Non Half-Hourly (NHH) meter, we recommend that you continue to provide regular meter reads to ensure that our records of your usage are up to date. This will allow us to bill you as efficiently and accurately as possible. You can upload your meter readings to your customer portal or email them to us at heretohelp@brytenergy.co.uk.

I've temporarily shut my business' premises. Will I still be charged?

Yes - even during shut down, a low level of electricity is supplied to your property and standing charges will still apply. This will continue to be included in your monthly bill and will need to be paid in line with the balance due dates noted in your contracted payment terms.

Get in touch

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.

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.

Switching to Bryt Energy

Do I need to contact my current supplier to tell them I'm switching to Bryt Energy?

No - we will get in touch with your current supplier on your behalf to let them know we will be taking over your supply from your start date.

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.

Objections 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?

Yes, you will need to submit meter readings but not straight away. We will email you when we need you to provide an opening meter reading. 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.

What should I do if I'm in credit or debt with my old supplier?

If you’re in credit, you can contact your old supplier to request a refund. If you’re in debt, you will need to clear it as soon as possible, otherwise your supplier might object to your transfer.

General queries

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.

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.

How do I download my statements of accounts?

To download your account statements, you'll need to log on to your customer portal account 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.

Where can I find my account balance?

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

Where can I find a copy of my Bryt Energy contract?

A copy of your contract can be found on your customer portal account on the 'View Document' page.

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 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.

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.

Meter Reads

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.

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.

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.

What happens if I have a smart meter?

Currently smart meters (SMETS1) don’t work with all suppliers. This may mean you could lose some of your smart benefits by switching to us, depending on the type of smart meter you have. However by the end of 2020, Bryt Energy should be able to communicate and operate your SMETS1 meter as part of Government-led programme to make them accessible to us. So if you have SMETS1 Smart Meter at the moment, you may have to send us meter readings for a short period of time, but we will restore your Smart benefits as soon as we are able to access your meter.

If you don’t have a Smart Meter installed at the moment but would like one, please visit here and one of our Smart specialists will assess your property to see if we can provide you with a Smart Meter.

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

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.

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 satisfaction 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.

Refunds

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.

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.

Change of Tenancy

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

All the information and evidence needed for a COT can be found on our downloadable form, here. As well as the information on the form, 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.

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 Change of Tenancy (COT) moving in form, which can be found here. The next step is to contact us by phone at 0330 053 8620 or by emailing us at heretohelp@brytenergy.co.uk so we can confirm your contact details and process your COT form.

We would also like to provide you with details for a contract with Bryt Energy so that you can avoid paying Deemed prices.

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 Change of Tenancy (COT) moving out form, which can be found hereThe next step is to contact us by phone at 0330 053 8620 or by emailing us at heretohelp@brytenergy.co.uk so we can update our records with your forwarding address and then process your COT request.

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 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. Please note, we are unable to accept paper Direct Debit mandates.

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.

Settlements

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.

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

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 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.

Micro-business customer information

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.

 

 

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-4.30pm.

Before we can provide you with the right quote for your business electricity, we need to determine what kind of organisation you are. Please can you answer these 3 simple questions:

1. Does your organisation consume less than 50,000kWh per year?

2. Do you have a meter type that is a Profile class 1,2,3 or 4?

3. Does your meter have 3 charge rates per meter or less?

(You should be able to find all this information out from your current electricity invoice but if you’re unsure, please just email us at solutions@brytenergy.co.uk)

Download your Bryt Energy price generator here

Please just follow the instructions on the generator to get a price.