Future Energy FAQs
I’ve just received my bill. Which meter reading did you use?
Your meter reading on 31st January was used as the start read for your account with us and the final read for Future Energy’s Administrators. This meter reading was either estimated using any meter readings you provided to us and information we received from the industry, or actual if you provided a meter read to us between 26th January to 2nd February 2018.
Please provide regular meter reading(s) to us to ensure your bills are accurate.
I am unable to access my meter. Will someone visit my property to read my meter?
If you usually have help reading your meter then you may need to be on our vulnerable customer register. Visit MyGreenStarEnergy.com/PSR to view the register criteria and information on how to apply.
I don’t currently pay by Direct Debit. How do I set up a Direct Debit for my account?
Please set up a Direct Debit for your account by completing the form at MyGreenStarEnergy.com/Payments and sending it to us by email to email@example.com or by post to Green Star Energy, Elder House 3rd Floor, 586-592 Elder Gate, Milton Keynes MK9 1LR.
I am in credit to Future Energy. Will I get this money back?
At the time Future Energy went into administration you may have had a credit balance on your Future Energy account. Green Star Energy will honour all outstanding credit balances for current and past customers. However, it is important to bear in mind that some customers will have unbilled charges that will need to be billed. For example, if you transferred away and Future Energy had not billed the energy usage up to the date the you transferred. The charges will be calculated by Future Energy’s administrators and any credit balance on the account will be used towards these charges. It is therefore possible that a credit balance will be reduced or in some circumstances may change to a debit balance. This will occur if the credit balance isn’t enough to cover the consumption charges
I don’t think the credit balance on my bill is correct. How was it calculated?
Your final credit balance has been calculated from the date you first joined Future Energy to 31/01/18, or sooner if you left prior to FE going into administration. All payments received during this time have been deducted from the final bill to give the credit amount outstanding. Although we don’t know the exact calculations that have been used, we do know that the total charges have been calculated using the lowest tariff you had during your time with FE. The calculations are based on the opening read and the last read FE had, if we had an opening read from you before 6th February this was passed to the administrators to calculate your final credit. If there were no reads on your FE account, the bill has been calculated using industry estimates
Will I get back the credit on my account?
If your account is in credit it will be applied against future consumption. If you would like to claim back any credit on your account, please contact us at firstname.lastname@example.org.
I switched supplier/closed my account after Future Energy went into administration. Is my credit balance protected?
Yes. Details of your credit balance are on your final bill. If you are due a refund from Future Energy, please contact us at email@example.com or call our team on 0800 029 1560.
I’m paying back debt to my old supplier. Will I still pay this to my new supplier?
Customers that are currently in debt with Future Energy will still be responsible for settling this outstanding debt and will be contacted by Future Energy’s Administrators in due course.
If you have any concerns or general queries about your Future Energy account, please note that the joint Administrators will shortly be issuing you with your final bill. Once this is received, if you have any further queries, there will be full contact details within this correspondence for these matters to be resolved.
I’m concerned that my tariff is incorrect?
Details of your Green Star Energy tariff are found on your bill.
This is a deemed tariff contract under which your Future Energy tariff prices are honoured until 30 September 2018. Our standard Terms and Conditions apply.
If you wish to switch to a different tariff, please contact us.
What happens to my tariff after 30 September 2018?
We will be actively contacting Future Energy customers before 30 September 2018 to encourage them to switch onto a fixed price tariff that suits their lifestyle. We have a variety of great tariffs at competitive prices on offer, including our Perks rewards tariffs and Unlimited. Future Energy customers will be subject to the terms and conditions of each tariff, as and when they switch contracts.
If no action is taken by 30 September, Future Energy customers will default onto our Rate Watch tariff; our standard variable tariff which does not have any exit fees. If you would like to receive Perks rewards, please contact us on 0808 169 1226 or email us at Renew@MyGreenStarEnergy.com.
I have special requirements. Am I on Green Star Energy’s Priority Services Register?
If you think you should be on our vulnerable customer register, visit MyGreenStarEnergy.com/PSR to view the register criteria and information on how to apply.
Can I choose a different supplier?
You are free to choose a different supplier, should you wish to do so.
I’m out of the country, what do I do?
There is no need to do anything. Your energy supplies are unaffected. If you have a Direct Debit arrangement with Future Energy, please contact us to set up a new agreement.
I have tried to contact Future Energy but cannot get through?
Future Energy has ceased trading. If you have any general queries about your Future Energy account, please contact their appointed Administrators, their contact details will be included in your final Future Energy bill which you should receive from them in due course.
How will I be contacted if I’m moving home?
If you have moved and have not heard from us, please contact us at firstname.lastname@example.org.
I had made a complaint to my old supplier and I’m still waiting for it to be resolved. What happens now?
If you have any queries about next steps regarding your Future Energy complaint please contact Citizens Advice Consumer Service on 03454 04 05 06. If you feel you have a complaint relevant to your supply with Green Star Energy and have not already been in contact with us, please contact us on 0800 029 1560. If your complaint was being handled by Ombudsman Services, Citizens Advice or Extra Help Unit, they will advise the next steps.
I have a smart meter, what happens?
Your smart meter functionality will be switched off for the time being. This will not affect your energy supplies or the rate you pay for your energy.
Will my smart meter still work if the smart functionality has been switched off?
Yes, the only differences are that if you have an In-Home Display (IHD) you will not be able to see how much energy you are using and your meter reads will not be sent to us, you will need to send us regular meter reads to ensure you have an accurate bill.
How do I read my smart meter?
Smart electricity meters
- Press 9 on the keypad.
- Your smart meter screen will show a series of letters: IMP KWH.
- You’ll see 8 digits (e.g. 0001234.5) followed by kWh at the bottom right of the screen.
- This figure is your latest reading – if you’re giving a reading to your energy provider, they only need the first 7 digits.
Smart gas meters
- Press 9 on the keypad.
- VOLUME will appear on your smart meter screen.
- You’ll see 6 digits (e.g. 00123.4) followed by an ‘m3’ symbol at the bottom right of the screen.
- This figure is your latest reading – if you’re giving a reading to your energy provider, they only need the first 5 digits.
My smart meter is blank – what do I do now?
Your smart meter is most likely in sleep mode. Press 9 on the keypad to wake it. If it is still blank and you cannot see anything on the display, please call us on 0800 029 1560.
How do I change to a smart meter?
If you do not currently have a smart meter and are interested in changing to a smart meter, please register your interest at SmartMeterEnquiries@MyGreenStarEnergy.com You will be contacted by National Grid Smart when they are next in your area.
Who do I contact if I have a question?
Please refer to these FAQs in the first instance. If you do need to contact us in the meantime, you can email us at email@example.com or call our team on 0800 029 1560.