When you switch to us at Home Energy, we use the national electricity database, known as the Electricity Enquiry Service (EES or otherwise known as ECOES), to validate your details. This is an essential step in ensuring a smooth and accurate transfer of your energy supply.

What EES/ECOES is

• The single source of truth: EES acts as the central hub for all electricity supply points in Great Britain. It holds a permanent record of every unique Meter Point Administration Number (MPAN), its location, and the supplier currently responsible for it.

• A requirement for every supplier: This database ensures all energy companies are working with consistent and accurate information, which is a key part of the regulated energy market.

Why we check the National Database to validate your switch

We perform this check on your behalf to:

• Confirm your identity and address: It ensures that the information you provided us matches the official industry record, preventing any mix-ups.

• Stop erroneous transfers: Verifying your unique MPAN in the EES database ensures we are switching the correct supply point. Without this check, a customer at a different property could accidentally be switched.

• Ensure a clean transfer: By checking the EES, we can identify any data issues that could prevent your switch. For example, if your current supplier's data isn't correctly updated in the national record, it will result in an "invalid trading status" and the switch will fail. This check helps us proactively manage the process and alert you to issues early on.

• Guarantee smooth billing: Validating your details upfront ensures that when your switch completes, your old supplier will stop billing you and we can begin billing you correctly, with no overlap or errors.

We rely on the data provided by your current supplier to be correct in the national database. If we find an issue like an "invalid trading status," we will need your help to get your current supplier to update their records. We appreciate your patience and cooperation in resolving any issues so that we can welcome you to Home Energy as quickly as possible.

Sign Up Error: Invalid Trading Status

We cannot take over your electricity supply at this time because our system has identified an issue with your supply point's "trading status".

An "invalid trading status" means the information your current supplier holds doesn't match the national record. This is usually due to an administrative error or a previous unresolved change, and is not your fault.

For your switch to proceed, your current supplier must fix this data issue and update the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was an "invalid trading status" against my supply point on the national database (EES/ECOES).

As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the trading status for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: De-energised Meter

We cannot take over your electricity supply at this time because our system has identified that your meter is listed as "de-energised" on the national database (EES/ECOES).

A de-energised meter is one that has been temporarily disconnected from the electricity supply, which prevents us from taking it over. This is usually due to a prior event, such as a change in tenancy or building works, and does not necessarily mean your power is currently off. However, the status must be changed to 'Energised' before your switch can be processed.

Your current supplier is responsible for updating this status on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that my supply point was incorrectly listed as "de-energised" on the national database (EES/ECOES).

My electricity supply is currently active, and the information on the national database appears to be wrong. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the trading status for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Commercial Premises

We cannot take over your electricity supply at this time because our system has identified that your property is registered as a commercial premises on the national database (EES/ECOES).

Our tariffs and services are designed for domestic properties only. This error means the information recorded for your address doesn't reflect that it is a residential home. This can happen due to a previous tenant using the property for business, or an administrative error on the database.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated to show it is a domestic property, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that my supply point was incorrectly listed as a commercial premises on the national database (EES/ECOES), and that the 'domestic premises indicator' was not set to 'True'.

My property at [Your Address] is, and has been for some time, a domestic residence. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the premises type for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated to reflect the domestic status of my property.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Commercial Meter

We cannot take over your electricity supply at this time because our system has identified that your meter is registered as a commercial meter on the national database (EES/ECOES).

Our tariffs and services are designed for domestic meters only. This error means the information recorded for your address doesn't reflect that it is a residential home. This can happen due to a previous tenant using the property for business, or an administrative error on the database.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated to show it is a domestic property, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that my meter was incorrectly listed as a commercial meter on the national database (EES/ECOES), and that the 'meter type indicator' was not set to a valid domestic meter type.

My property at [Your Address] is, and has been for some time, a domestic residence. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the premises type for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated to reflect the domestic status of my property.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Commercial Profile Class

We cannot take over your electricity supply at this time because our system has identified that your meter has a commercial profile class recorded against it on the national database (EES/ECOES).

Our tariffs are designed for domestic properties with a Profile Class of 00, 01, or 02. Your meter is recorded with a different profile class, typically used for businesses. This can sometimes occur if a previous occupant used the property for commercial purposes or due to an administrative error.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated to show a domestic profile class, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that my supply point was incorrectly listed with a commercial profile class on the national database (EES/ECOES).

My property at [Your Address] is, and has been for some time, a domestic residence. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the profile class for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated to reflect a domestic profile class (00, 01 or 02).

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Unmetered Property

We cannot take over your electricity supply at this time because our system has identified that your property is listed as "unmetered" on the national database (EES/ECOES). For us to take over the supply, the database must confirm it is a metered property.

An unmetered property is typically a connection for items like streetlights, traffic signals, or CCTV cameras, where consumption is calculated differently. This could be a data error from your current supplier, especially if you have a physical meter installed.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated to show it is a metered property, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that my supply point was incorrectly listed as "unmetered" on the national database (EES/ECOES).

My property has a working meter, and the information on the national database appears to be wrong. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the metered status for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated to reflect a metered status.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Prepayment Meter

We cannot take over your electricity supply at this time because our system has identified that your meter is registered as a prepayment meter on the national database (EES/ECOES). Our tariffs are designed for credit meters only and we cannot switch a prepayment meter.

If your property is no longer on a prepayment meter, or was never on one, this is likely a data error from your current supplier. For you to switch to us, the meter type needs to be corrected on the national database. If you have a traditional prepayment meter, this will likely require an engineer visit to exchange the meter (this may come at a cost to you; ask your current supplier for more details). However, if you have a smart prepayment meter, your current supplier may be able to change its settings to a credit meter remotely without needing to visit your property.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated to show it is a credit meter, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home  Energy, informed me that the reason was that my supply point was listed as having a prepayment meter on the national database (EES/ECOES).

[START - If you currently have a prepayment meter use this bit of the template]

Please arrange for a meter exchange or reconfiguration to a credit meter at the earliest opportunity.

[END - If you currently have a prepayment meter use this bit of the template]

[START - If you do not currently have a prepayment meter use this bit of the template]

My property does not have a prepayment meter, and the information on the national database appears to be wrong. As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the meter type for my Meter Point Administration Number (MPAN): [Your MPAN Number].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated to reflect a credit meter.

[END - If you do not currently have a prepayment meter use this bit of the template]

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Sign Up Error: Meter Serial Number Not Found

We cannot take over your electricity supply at this time because our system has identified an issue with your meter serial number on the national database (EES/ECOES). The meter serial number we received during your sign-up process does not match the one registered for your property.

For your switch to proceed, the meter serial number must be updated on the national database. This can happen due to an administrative error or if your meter was recently exchanged and the new details were not properly recorded.

Your current supplier is responsible for updating this information on the national database. We cannot make this change on your behalf.

Please use the email template below to contact your current supplier and ask them to resolve the problem. Once they have confirmed the record is updated, you will be able to switch to us.

Email template for your existing supplier

Subject: Action Required: Update to national electricity database for MPAN: [Your MPAN Number - found on your most recent energy bill]

Dear [Existing Supplier Name] Customer Service,

My name is [Your Name], and my account number is [Your Account Number].

I am writing to you because my recent attempt to switch electricity suppliers has been rejected. My new supplier, Home Energy, informed me that the reason was that the meter serial number recorded for my supply point on the national database (EES/ECOES) is incorrect or missing.

As my current supplier, you are responsible for maintaining the accuracy of this data. To allow my switch to proceed, please investigate and correct the meter serial number for my Meter Point Administration Number (MPAN): [Your MPAN Number]. The correct meter serial number is [Your Meter Serial Number - found on your most recent energy bill or on the meter itself]. To assist you please also find attached a photo of my electricity meter [attach a photo to the email before sending].

Please confirm that you have actioned this request and notify me once the national database has been successfully updated.

Thank you for your prompt attention to this matter.

Yours sincerely,

[Your Name]

Please read this disclaimer carefully before using the information provided.

The information and email templates above supplied are for guidance and assistance purposes only. They are based on general energy industry processes and are intended to help you communicate with your current energy supplier.

You are solely responsible for reviewing and verifying the content of any communication before you send it. Any actions you take as a result of using these templates, including corresponding with your current or other energy suppliers, are at your own discretion and responsibility. We, Home Energy, are not liable for any outcomes, costs, or consequences resulting from your use of this information.

Important Note on Potential Costs

Be aware that certain actions you request from your existing supplier, such as a meter exchange or a change in your supply setup, may incur a cost. Any such costs are a matter between you and your current supplier. It is your responsibility to confirm any potential charges with them before agreeing to proceed with any work.