When you switch to us at Home Energy, we use the national gas database, known as the XoServe, to validate your details. This is an essential step in ensuring a smooth and accurate transfer of your energy supply.

What XoServe is

• The single source of truth: XoServe acts as the central hub for all gas supply points in Great Britain. It holds a permanent record of every unique Meter Point Reference Number (MPRN), 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 MPRN in the XoServe 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 XoServe, we can identify any data issues that could prevent your switch. For example, if you have a Prepayment Meter, when you switch to us, your energy supply 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: Prepayment Meter

We cannot take over your gas supply at this time because our system has identified that your meter is registered as a prepayment meter on the national database (XoServe). 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 gas database for MPRN: [Your MPRN 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 gas 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 (XoServe).

[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 Reference Number (MPRN): [Your MPRN 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]

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.