Answers to your most commonly asked questions.
We've been listening to your most frequently asked questions - the answers are shown below. It might save you time if you read these first. If you don't find what you're looking for please contact us - we're always happy to help. To update an estimated bill, pay your bill or ensure you're on the cheapest tariff, simply register your account online.
Ouf of hours emergency information can be found here.
Why Spark Energy?
We're a specialist supplier of gas and electricity within the lettings industry. We focus on providing energy for tenants and landlords across the UK. We also have some great tariff rates, which make us an attractive proposition to homeowners too.
Why is my property switching to Spark Energy?
We've been selected as the preferred supplier for your property before you moved in because we make things easier for ingoing tenants. You’ll have a lot to do over the next few days so Spark have made it easier for you to set up your account, manage your bills online and when the time is right, eliminate the hassle when moving out. The good news is the registration should complete soon.
What if I don't want Spark to supply my property?
It would be a real shame to miss out on the benefits of being supplied by Spark; after all, we are here to make your experience better. If you wish to move to an alternative supplier, you are of course free to do so; all we ask is that you contact us to ensure we have a recent meter reading and that any balance outstanding is clear. Why not give us a call first; we may be able to put your mind at rest.
How did you get my details?
It’s quite normal that letting agents inform home utility providers that new tenants have moved into a property. All tenants moving into properties leased by your agent have their move in details passed to Spark Energy in order that we can set up your account with the minimum of fuss or effort required on your part. You will have authorised your agent to do this when signing your lease agreement. We go to great lengths to protect the information we hold on you and we never hold any information other than that which we need to supply you with gas and electricity. We are compliant with all Data Protection guidelines and are governed by the Ofgem code of practice so your best interests are always primary concern.
How much do you charge and why should I pay by direct debit?
Energy prices are confusing at the best of times so we have tried making things simple to ensure that you are getting a great deal now and in the future. Our best rates are for customers who pay by Direct Debit and all of our customers are put on to this tariff immediately ensuring you get the lowest available rate from the beginning. You have a short time in which to contact us and provide your bank details so we can complete your account set up. Your monthly Direct Debit amount is estimated by using information provided by the previous supplier and based on the usage of the previous customer. We’re pretty good at getting this estimate right and you can help us personalise it for you by providing regular meter readings. If you think we’ve got it wrong, give us a call and we’ll have a look at it for you.
Why have you only contacted me when there are several tenants living in the property?
ALL tenants are jointly liable for the utilities during the term of the tenancy, but to simplify communication, one person has been nominated to act as lead tenant. All communication and contact will be addressed to this lead person, however as we hold details of every tenant on our system, any tenant can call us or email an enquiry about the shared account. If you would like to nominate a different housemate to act as the lead tenant on your account, please email us at email@example.com quoting your reference number.
What information do you require when I move home?
The address you're leaving, your new address, the date you're moving and your final meter readings. Why not ask us about taking your Spark supply with you when you move? We often have some great incentives to do so!
Why have you used an estimated meter reading?
If you haven’t provided us with a meter reading, we will need to generate an estimated reading. This will be based upon the previous energy consumption at your property. We may also use an estimate if we receive a reading from you greater than 14 days after a bill has been produced. If you receive an estimated bill, you can supply us with your actual readings by managing your account online. Alternatively you can phone or email us with your readings Where necessary we can provide you with a replacement bill. The more actual readings we have on your account the more accurate both your billing and any future estimates will be as we’ll have a better record of your recent usage. Actual readings include readings provided by you, or collected electronically through one of our smart meters.
Where can I buy credit for my meter?
There are nearly 23,500 PayPoint stores in the UK and Ireland, including newsagents, convenience stores, supermarkets and garages. Most are open long hours, many seven days a week. Just look for the Paypoint sign.
Can you explain my bill?
Absolutely, please first review our Understanding Your Bill page in the support centre.