| Question | Answer |
| Will my bill automatically change when the price cap changes? | Yes. From 1 October 2026, you can expect to be billed using the updated Home Energy rates that apply to your tariff. |
| Will my Direct Debit change? | Your Direct Debit may change, although this won't usually be immediate. We review your payments periodically to make sure you're paying the right amount, taking into account your expected annual cost and the balance on your account. If we need to make a change to your payments, we will inform you at least 10 working days in advance. |
| Why might my Direct Debit change even if I use less energy in summer? | Your Direct Debit is usually set based on your estimated annual cost split over 12 months. This means you're expected to build credit during periods of lower usage to help cover higher energy use during the winter. |
| How can I reduce my energy bill? | There are a number of ways to reduce your energy bill. It may be worth comparing your current Home Energy tariff with other tariffs available from Home Energy or other suppliers. When comparing tariffs, make sure you compare the unit rates and standing charges rather than monthly Direct Debit amounts alone. There are also a number of energy efficiency measures you can use to help reduce your consumption. |
| What should I do if I think my supplier is charging more than the cap? | If you're concerned that you're being charged more than the price cap, you can compare the unit rates and standing charges shown on your bill with the official Ofgem capped rates for your fuel, payment method and region. If your Home Energy rates still look too high, please contact us and we'll check that the correct rates have been applied to your account. |
| Can I change from Payment on Bill to Direct Debit? | Usually, yes. Paying by Direct Debit is generally cheaper than paying on receipt of your bill. If you'd like to change your payment method, please contact the Home Energy team and we can help arrange this for you. |
| Why is Direct Debit usually cheaper than Payment on Bill? | Managing Direct Debit payments generally costs suppliers less than customers paying after receiving their bill. These lower costs mean customers paying by Direct Debit can usually be offered lower prices. |
| What is a standing charge? | A standing charge is a fixed daily fee added to your energy bill, regardless of how much energy you use. It covers costs associated with supplying energy to your property, including network, operating and other industry costs. |
| Why do standing charges vary by region? | Great Britain is divided into different energy supply regions and the costs of distributing energy vary between them. This means Ofgem sets different capped standing charges depending on where you live. Your Home Energy standing charge may therefore vary by region. |
| Will my account credit or debit balance be affected by the price change? | Your existing account balance will not change directly because of the price change. However, higher future energy costs could mean a credit balance reduces more quickly or a debit balance increases. We review Direct Debit payments periodically to make sure they remain appropriate for your expected usage and account balance. |
| What if I do not agree with the estimated usage shown on my account? | Providing regular meter readings is the best way to make sure your bills reflect the energy you've actually used. If you have a standard meter, please provide readings when requested. You can also request a free smart meter installation if you don't already have one by contacting our trusted metering partner SMS Plc on 0330 135 9982. If you already have a smart meter but are receiving estimated bills, please contact us so we can investigate. |
| How can I check if I am on a capped tariff? | Your bill or account information will show the name of your tariff. Home Energy Fair Variable is a variable tariff and must remain within the relevant Ofgem price-cap limits. If you're unsure which tariff you're on, please contact us and we'll confirm this for you. |
| What is a standard variable tariff? | A standard variable tariff is an energy tariff where the unit rates and standing charges can change with appropriate notice. Tariffs covered by the Ofgem price cap cannot exceed the relevant capped rates. Home Energy Fair Variable is a variable tariff and is protected by the price cap. |
| What is the annual cost shown in my communication? | The annual cost is calculated using your industry Estimated Annual Consumption (EAC) for electricity and/or Annual Quantity (AQ) for gas. These figures are based on historic usage at your property and are used to estimate your future costs. It is still an estimate, so your actual cost may be higher or lower depending on how much energy you use. |
| Why is my bill different from Ofgem's typical bill? | Ofgem's typical bill figure uses standard consumption assumptions known as Typical Domestic Consumption Values (TDCVs). Your Home Energy bill is based on your own energy usage, so it may be higher or lower than the typical figure quoted by Ofgem. |
| Do I need to submit a meter reading before 1 October 2026? | Unless you have a working smart meter that is communicating with us, we recommend submitting a meter reading around the price change, between 30 September and 3 October 2026, so we can accurately allocate your usage between the old and new prices. |
| Can my supplier change my tariff without telling me? | If we are increasing your prices or making a change that is not beneficial to you, we will provide appropriate notice before the change takes effect. Your Home Energy price change notification shows the rates that will apply to your tariff from 1 October 2026. |
| How can I stay informed about price cap changes? | Ofgem announces the price cap before each quarterly period and changes are often also reported in the media. Home Energy will contact you when changes affect the prices you pay, so your own price change notification is the best source for the rates applying to your account. |
| Why has my estimated annual cost increased by more or less than 4%? | The 4% headline increase relates to a typical dual-fuel household paying by Direct Debit at Ofgem's typical consumption. It is not a 4% increase applied to every customer's bill. Your Home Energy prices may also have previously been below the capped level, particularly for electricity. Your estimated annual cost is calculated using your own expected consumption and the new rates applying to your tariff, so your percentage change may be higher or lower than 4%. |
| Will the VAT reduction change my Direct Debit straight away? | The reduction in VAT on domestic electricity is automatically reflected in the electricity prices applying from 1 October. Your Direct Debit payment itself may not change immediately because payments are reviewed separately using your expected annual cost and account balance. |
| Why is gas still subject to VAT? | From 1 October 2026 to 31 March 2027, VAT on domestic electricity is reduced from 5% to 0%. Domestic gas remains subject to VAT at 5%. |
| I have a smart meter. Do I need to send a meter reading for 1 October? | If your smart meter is communicating with us correctly, you do not normally need to provide a manual meter reading because we receive your readings automatically. If your smart meter is not communicating, we recommend submitting a reading between 30 September and 3 October 2026. |
| What should I do if I'm struggling to pay my energy bill? | Please contact us as soon as possible. We can discuss your account and the support and payment options available to you. It is always better to get in touch early if you think you may have difficulty making a payment. |
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