Thank you for choosing Your Energy Sussex

We are different to other energy companies because we are owned by councils in Sussex who want local people to pay less for their gas and electricity.

With Your Energy Sussex you get a fair deal on your gas and electricity year-in, year-out. If you choose our fixed deal, we’ll get you our best rate for one year and call you to offer our best rate every year. National companies don’t do this.

We keep our costs down by only selling gas and electricity to people who live and work in Sussex and we don’t make money for shareholders or directors’ bonuses. We use our profits to help local people who are struggling to pay their energy bills.

We are also committed to generating more and more energy in Sussex.

Our commitment to you

At Your Energy Sussex we are committed to delivering an excellent service with help and advice that will enable you to manage your energy easily and with confidence. We put our customers at the heart of what we do. There are no hidden costs, we are open and honest and we will do our best to help you every step of the way.

We offer:

  • A UK-based call centre
  • Energy delivered simply and honestly
  • A discount for credit customers who manage their account online

Our service standards cover both the standards we will deliver as a business, alongside the Guaranteed Standards of Performance that are required by Government and the industry regulator, Ofgem. These standards underpin our service and provide the framework for all our business activities ensuring we provide you with a positive customer experience, value for money and a fair and clear billing process.

Guaranteed Standards of Performance ensure that you receive service levels that should reasonably be received by all energy customers and are expected to be provided by all energy providers.

If you have a problem or query, we will aim to resolve this as quickly as possible. There are a number of ways you can get in touch with us:

Telephone: 0800 952 0001

Email: customerservice@yourenergysussex.org.uk

On our Contact us page

How to make your home more energy efficient

Being smart with how you use your energy can help make a big difference to both your bills and the environment. Find out how you can save money on your energy bills by viewing our Energy Saving Tips.

Ways you can pay for the energy you use

We want to make things as simple as possible for customers and paying for the energy you use is no exception.

This is how you can pay for your energy:

  • Direct Debit – our monthly fixed Direct Debit and monthly variable Direct Debit options make it easy to pay by automatically collecting your fixed or billed amount each month
  • Online – if you haven’t already, you can register for an online account and submit your readings at any time. If you are a credit customer you’ll get an annual discount of £22.50 per fuel if you manage your account online and go paperless.
  • Credit/Debit card – call us to make a payment on 0800 952 0001 or pay online.
  • Cash – you can pay by cash at any Post Office or Paypoint outlet. Please remember to take your bill with you to the Paypoint outlet. Your bill has a bar code on it which you will need when paying.
Getting help to pay your bill

If you, or someone you care for, is finding it difficult to pay then please contact us for advice. Our customer service team will listen, take into account you individual circumstances and advise you on the payment options available.

Payment options include
  • Setting up an arrangement to pay an agreed amount weekly, fortnightly, or monthly, to help you repay what you owe in manageable instalments
  • Installing a Pay-As-You-Go meter
  • Paying by Fuel Direct, which is a payment scheme that enables you to pay your energy bill directly from your means-tested benefits
What happens if you don’t contact us and don’t pay?

Taking further action is the last thing we want to do, so please contact us as soon as you can. If we don’t hear from you we will:

  • Contact you using the details you have given us
  • Pass your account information to a debt collection agency
  • Obtain a warrant to gain entry to your home to fit a Pay-As-You-Go meter, where it is safe to do so

In the event that you don’t pay and we are unable to install a Pay-As-You-Go meter, we can disconnect your supply. We will not disconnect during the months of October to March if the house occupant is of pensionable age and lives i) alone, or ii) with other people that are all of pensionable age or under the age of 18.

We will take all reasonable steps not to disconnect during the months of October to March if one of the house occupants is disabled, chronically sick, of pensionable age or vulnerable.

If you do experience any difficulties, call our customer service team Services Officers on 0800 952 0001 as soon as possible. We are open 8am to 8pm Monday to Friday, and 8am to 5pm on Saturday.

Your safety and what to do in emergencies

Helping you stay safe
If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance then please call the free Gas Emergency Services emergency line immediately on 0800 111 999.

Also:

  • Open all doors and windows to ventilate the property
  • Do not turn on/off any electrical switches
  • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition
  • If there are any electrical security entry phones/locks in the property then please do not use them and open doors/windows manually
  • All gas appliances need an adequate air supply to operate safely and must have a flue to remove the waste gasses from the property
  • Make sure that air vents in doors, windows or walls are not blocked and that the flue from the fire or boiler does not become blocked or obstructed
Important Safety Checks

Never:

  • Use a gas appliance if you think that it is not working properly
  • Cover an appliance or block the convection air vents
  • Block or obstruct any fixed ventilation grills, air bricks or outside flues

Warning signs:

Your gas appliance may not be working properly if you notice:

  • Yellow or orange coloured flames (except in fuel-effect fires)
  • Soot or yellow/brown staining on or around gas appliances
  • A pilot light that frequently blows out
  • Increased condensation on the inside of windows

Source: The Health and Safety Executive

Gas safety checks

The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings checked for safety annually by a Gas Safe registered installer. At Robin Hood Energy we may be able to offer a gas safety check for you which will be carried out by a fully qualified engineer. This service will be free for customers who own and occupy their home, are in receipt of means tested benefits, have not had a gas safety check in the last 12 months and:

  • Live with at least one child who is aged under 5 years, or
  • Are over 60 years of age, disabled or chronically sick, and:
    • Live alone; or
    • Live with others, all of whom are over 60, under 18, disabled or have long-term health issues

For more details, please contact us on 0800 952 0001.

If, during a gas safety check, the engineer finds that an appliance is dangerous, it will be condemned and cannot be used until it is repaired or replaced and no longer poses any further danger. If this happens, and you need support or advice, you can call the Gas Safe Register enquiry number on 0800 408 5500 (lines open Monday to Thursday 9am-5.30pm and Friday 9am-5pm).

Alternatively visit their website at www.gassaferegister.co.uk

Help guard against carbon monoxide: “the silent killer”

You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. Carbon monoxide gas can be produced by faulty gas appliances, so, to ensure your home is safe, you will need to be aware of the following risks:

  • Your gas appliance has not been properly installed
  • The gas appliance is not working properly or has developed a combustion fault
  • Your gas appliance has not been regularly maintained by a Gas Safe registered engineer

Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all or any of the following:

  • Recurring headaches
  • Nausea, sickness or stomach pains
  • Dizziness
  • Tiredness or drowsiness
  • Chest pains
  • Visual problems

Symptoms may come and go, for example, improving when you are away from home or when the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide poisoning may be the cause.

For further information and advice on the dangers of carbon monoxide poisoning, please visit www.co-bealarmed.co.uk

Help, advice and service

We want you to have all the information you need to hand, so to help you get the most from your account with us, our Help & Advice section is full of useful material, including energy tips and advice. If you can’t find something, let us know so we can put it right.

Our Priority Services Register

We want to ensure that all our customers receive the best possible service to meet their needs. If you have special requirements, you may want to add your details to our Priority Services Register. The Priority Services Register is a list of customers who qualify for additional support.

Customers who qualify for the Priority Services Register can include:

  • Customers of pensionable age
  • Customers with a disability
  • Customers who are chronically sick
  • Vulnerable customers or customers in a vulnerable situation

These are some of the free services that we can provide to our Priority Service Register customers:

  • You can agree a password that can be used for you to identify any person working for us or for your gas or electricity network company.
  • You can send your bill or statement to any person you nominate as long as that person has agreed to receive it for you.
  • If no-one at your home is able to read the meter your supplier can arrange for a quarterly reading and inform you of the reading.
  • If your meter is difficult to access and you can’t read or insert your payment card/key, we may be able to arrange for the meter to be relocated.

If you’re visually or hearing impaired we also provide support to help you manage your account.

  • Large print or Braille bills. You can choose to receive your electricity and/or gas bills and statements in large print or in Braille, for free.
  • Audio Bills. You can choose to receive your electricity and/or gas bills and statements in audio format.

If you would like to receive these, or any of our other support services, then just call us on 0800 952 0001.

For customers who are deaf or have hearing difficulties, Your Energy Sussex is able to offer free advice and support for those who have the correct equipment installed.

Join our password scheme

For extra security, you can use our free password scheme. All you need to do is choose a password (make sure it’s something no one else can guess) then call us on 0800 952 0001 and let us know what it is and we will make sure anyone from Your Energy Sussex visiting your home can confirm it with you.

Helping you to feel safe

We take your safety seriously. The Your Energy Sussex representative that visits your home will have the necessary skills to do the job that they are visiting you for. They will also be able to tell you about where you can find help and advice on your energy supply.

  • Check their ID

Our representatives always carry identification cards. Don’t worry about asking to check their card carefully as genuine representatives of Your Energy Sussex won’t mind at all.

  • Call us

If you’re unsure that someone who’s come to your home really is a Your Energy Sussex representative then please call us on 0800 952 0001 before you let them in and we’ll be happy to check their details.

Finding the information you need

Got a question? Need advice or help with your energy account? You can find the answers to frequently asked questions in Help & Advice.

How did we do?

At Your Energy Sussex, we’re committed to making sure that you receive an excellent service from us and we strive hard to get things right first time for our customers. However, we know that occasionally we may get things wrong so if there’s a problem just give us a call and we’ll make sure that we put things right for you as quickly as possible.

If you decide to make a complaint about any aspect of our service, please rest assured that we’ll take your complaint seriously, work hard to resolve the problem and learn from your feedback to improve the way we deliver our services in the future. We’ll keep you informed throughout the complaints process so that you know what is happening every step of the way.

If your complaint relates to a problem with the delivery of your gas or electricity, we will pass it on to your network supply operator to investigate as they are responsible for your supply network.

Tell us if you’re not happy

If you’re not happy with our service, get in touch straight away.

You can do this by:

If we can’t sort out your query straight away, we’ll aim to get back to you by the following day. If you email us or write to us we’ll aim to get back to you by the next working day.

To resolve your complaint, we will:

  • Give you an explanation of what went wrong
  • Put things right quickly
  • Apologise if we’ve made a mistake
  • Offer compensation (if it’s appropriate)
If you’re still not happy

We’ll talk to you about how we can work together to sort your complaint out. You can also ask us to undertake an internal review of how we’re handling your complaint.

We’ll work hard to try and get a result that you’re happy with, but if you’re not, we’ll look into things again and you’ll receive what is called a ‘Final Response’ (also known as a Deadlock Letter). This stage means that we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested and give you contact details for the Energy Ombudsman should you wish to take it further.

Full details of our Complaint Handling Process.

The Energy Ombudsman

This is an independent organisation that offers a free service to help resolve things between us once you’ve received a final response from us; or if eight weeks have lapsed since you made your complaint and things haven’t been fixed. They will make their independent decision and if you agree we have to act on the way they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.

You can contact the Energy Ombudsman by:

  • Telephone: 0330 440 1624
  • Textphone: 0330 440 1600
  • Fax: 0300 440 1625
  • Email: osenquires@os-energy.org
  • Post: Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF

To find out more about the Energy Ombudsman visit www.ombudsman-services.org/energy

Contact us

Getting in touch with Your Energy Sussex is easy.

Phone us: 0800 952 0001

Write to us: Your Energy Sussex Customer Services Team, PO Box 10461, Nottingham, NG1 9JS

  • Please include your details, including your account number, on all correspondence.

Email us: customerservice@yourenergysussex.org.uk

Through our online contact form