Understanding the numbers and figures behind any bills your business receives can be confusing sometimes. Whether you’re struggling to reconcile your usage with the amount you’ve been charged, or you’re wondering what other payment methods are available, there are a host of issues and problems you might end up encountering.
That’s why we’ve put together this collection of FAQs behind your bills and payments to help you navigate dealing with what you owe. Whether it’s information on refunds or VAT exemptions, you’re sure to find the answers here.
If you can’t find the answer to your question here or you’d like to know more information on a specific topic, then don’t hesitate to get in touch with our friendly Customer Service team.
To speak to a member of the team, please visit the Contact Us page and fill in the relevant forms or give us a call on 0161 837 3395 – we’re always on hand to help you with any queries, whatever the problem is.
Payments can be made by post (cheque, with remittance advice), BACS or Direct Debit. Setting up a Direct Debit will ensure regular payment and reduce your administration. You can download a Direct Debit Mandate here. Please complete and then return this to firstname.lastname@example.org.
We also take debit and credit card payments but these may be subject to a 3% charge.
Please ensure you quote your account number with your payment so we can assign it to your account properly. You will find your account number at the top right of your gas or electricity invoice.
By Direct Debit
If you do not have a direct debit set up with us and would like to take advantage of this simple and convenient method of payment then download a Direct Debit mandate form. If completing a mandate please send it to the address detailed below and we’ll do the rest.
By BACSIf you pay by BACS please quote:
Please ensure you include your account number as a reference. Please send a remittance advice to:
By chequeIf you pay by cheque, please send your payment together with your remittance slip to:Gazprom Energy, 5th Floor, 8 First Street, Manchester, M15 4RP
Please make your cheque payable to "Gazprom Marketing and Trading Retail Limited".Please include your account number on the reverse.
By Debit or Credit CardPlease call us on 0161 837 3395 to pay by phone using a credit or debit card. We accept most major debit and credit cards.
You can download a Direct Debit Mandate here.
Please complete and then return this to email@example.com.
Please tell us on the Mandate which account or site number the Direct Debit belongs to (these details are on the top right of your gas or electricity invoice). Visit our customer services 'Direct Debit' area to find out more on Direct Debits.
Quoting a reference number ensures your payment is allocated promptly to your account. Please quote the invoice number printed on the top right of your bill. If you do not have a bill to hand, your account number or site reference number will also allow us to identify you (this can be found in your contract or welcome pack).
You will find your account number at the top right of your gas or electricity invoice.
We often receive queries around estimated invoices where we estimate a customer bill based on the annual National Grid usage report. Customers can avoid estimated bills and manage energy payments by submitting a monthly meter reading. If you believe that your bill has been either under or over-estimated please provide a current meter reading via one of the methods described below and we will arrange to send you a corrected bill
Online: My Gazprom EnergyTelephone: 0161 837 3395Text: 07860 020155Email: firstname.lastname@example.org
You may be eligible for a refund, please contact customers services by telephone on 0161 837 3395. Please note, we may ask for additional security information before the refund can be made to protect you and your business.
Specific questions about your account, including balance enquiries, should be directed to our Credit Control team on 0161 837 3396.
Making regular payments against your account will keep your payment history up to date. If your account requires reconciliation in order to bring it up to date, any previous payments will be taken into account when producing the up-to-date invoice.
An adjustment to your overall balance will then take place when the reconciliation invoice is produced. If this results in a credit on your account then this can be claimed or be used against future invoices.
Please do get in touch with us immediately on 0161 837 3396 or e-mail email@example.com if you're having difficulties paying your invoices.
Our Credit Control team have lots of experience in creating payment plans for customers who need help.
Now that you have an automated meter reading (AMR) device fitted to your meter, or smart meter we should receive actual readings from the meter at the end of each month. These are then used to calculate your monthly invoices. Very occasionally it is not possible to make contact with the meter and obtain a read (typically due to mobile network signal problems - see our AMR FAQs).
To avoid delays to your invoices, Gazprom Energy will produce an invoice based on an estimated read in this instance. We will then work with our metering partners to confirm that the issue preventing contact with the meter has been resolved so we can collect actual reads in future.
If the energy consumption shown on your invoice is less than 4,397 kWh gas / 1,000 kWh electricity per month (around 145 kWh gas / 20 kWh electricity per day), then this falls under the 'De Minimis' principle set by HM Revenue & Customs, and is only liable for 5% VAT and no CCL.
This limit applies whether the bill is based on an actual meter reading or an estimate.
If you only pay domestic rates for VAT (e.g. you are a charity) then no CCL will be charged. See our exemption guidance notes or visit the GOV.UK page on environmental taxes, reliefs and schemes for businesses for more details.
Some customers are entitled to full/partial relief from the CCL or VAT charge. If you hold a valid exemption from these charges Gazprom Energy will apply this to your account.
If this has not been applied to your account, please submit a copy of your valid certificate to firstname.lastname@example.org and we will update your account to reflect your exemption. Your account will then be reconciled within the next invoice.
CCL exemption form PP11 to submit to Gazprom Energy
CCL PP10 form to submit to HMRC
You should check the latest CCL rates at www.gov.uk
Gas: 0.00203 (£ per KWh)
Electricity: 0.00583 (£ per KWh)
Gazprom Energy will not have received all of the required metering information for your supply. As a result your invoice will be calculated based upon the annual consumption estimate you provided on connection to Gazprom Energy.
We will work with our metering partners to retrieve the missing data and once we have received this your invoice will be reconciled in line with metered consumption.
Half-hourly (HH) customers can register an account for our online portal - My Gazprom Energy. This will then allow access to HH consumption data and copies of historic invoices.
Gazprom Energy does not receive reads for half-hourly (HH) meters. Instead Gazprom Energy receives daily period consumption data which provides confirmation of consumption for each half hour of the day. This is then used to calculate your invoice.
As a result no readings are displayed on your invoice. There is no need to submit reads for HH supplies.
This depends on whether the gas meter is metric (i.e. measures in cubic metres) or imperial (i.e. measures in cubic feet). For a metric meter, the calculation is as follows: (End Read – Start Read) x Calorific Value x Correction Factor*) / 3.6 = kWh
*Correction Factor is an allowance for your unique location and meter type. Your correction factor is shown on your invoice.
For an Imperial meter, the calculation is as follows: (End Read – Start Read) x Calorific Value x Correction Factor * 2.83) / 3.6 = kWh