Here’s everything you need to know about the move to Boost
Everything you need to know about the move to Boost
Over the coming months, all Spark Energy customers will move over to our sister company, Boost.
We’ll make your move as simple as possible, so you won’t have to do anything. And we’ll keep you updated every step of the way. Rest assured the move won’t interrupt your supply, won’t affect the prices you pay, and won’t affect your meter(s).
You’ll find answers to the key questions on this page. And if you need further information, just get in touch. We’re happy to help
Who are Boost?
Boost is one of our sister companies, who already serve over 200,000 Pay As You Go customers. As part of the OVO family - a group made up of OVO Energy and CORGI HomePlan - they’re proud to share the same mission to bring clean, affordable energy to all customers. Boost are committed to great service and simplicity. That’s why Boost are 4* rated on Trustpilot. This means you’ll be getting friendly, reliable service you can count on.
Will I have the same account number?
Once you move over, Boost will issue you with a new account number, which will be shared in your welcome letter
How should I top up my meter?
For the time being, continue to top up in exactly the same way as you do now.
If you have a smart meter - you can continue to use your Spark payment card even after you move over to Boost.
If you have a traditional prepayment meter, Boost will send you a new key or card in the post when the time comes. Boost will be in touch with more information when they send you their welcome pack.
What happens if I top up my meter before I move over to Boost?
Continue to top up normally and when the time comes to move your account, your credit (and any debt) will simply move over to your Boost account.
Who should I call if I have an emergency?
If there is a problem with your gas or electricity supply, please visit sparkenergy.co.uk/emergencies for information and telephone numbers you should call.
If you’ve already received your welcome pack from Boost, please call 0330 102 7517 from a landline or 0117 332 3728 from a mobile. For more information on what to do if you have an energy emergency, visit boostpower.co.uk/terms/what-to-do-in-an-emergency.
Who should I contact if I have a query about this?
Until you move over to Boost and you’ve received their welcome pack, the best ways to get in touch with Spark can always be found at sparkenergy.co.uk/contact-us. If you have a query about your Spark account it’s best to speak to us. If you have a query about your new Boost account once it’s live, you can 0345 371 0022 or visit boostpower.co.uk/help for the best ways to get in touch.
Should I have a cool off period before moving to Boost?
In order to make sure that you have plenty of time to consider your options and choose another provider if preferred, we’ll send the initial communication about the move to Boost early in this process. This communication gives notice well in excess of the usual 14 day cool off period should you wish to choose another provider. .
What if I want to switch to another supplier?
If you’d prefer to switch to a different supplier that’s ok, although Boost would love to have you as a customer. To switch away all you need to do is follow the usual process to choose your preferred supplier and instruct them to take over your energy supply/supplies. They’ll then get in touch with us to process your request.
The only time this won’t be possible is once we’ve started the process of moving your supply/supplies over to the Boost system. If we receive a transfer request from another supplier during this period, unfortunately it will be objected to. This is what would happen during any change of suppliers.
What if I’m already switching suppliers?
If you’re already in the process of switching away from Spark, you won’t be moved across to Boost. Your transfer to your preferred supplier will continue as normal.
I’m due to move out soon, will I still be moved over to Boost?
If you’ve already made Spark aware that you’re moving out then you won’t be moved across to Boost. If you’re due to move out but haven’t let Spark know, then please get in touch asap.
I’ve received a letter/email from Spark letting me know about moving to their sister brand, Boost, in the coming weeks. When will this happen?
We’re going to have all of our customers moved over to Boost within the next few months, sorry we’re not able to give you a specific date for this. You’ll receive your Boost welcome pack before your account is moved and this will contain your supply start date and everything else you need to know.
Legal & Data
When will I get my new supplier Terms & Conditions?
Your new supplier terms with Boost will be sent to you in your welcome pack, along with all your new tariff information.
Will there be changes to my tariff terms and conditions when I move to Boost?
You’ll be moving to Boost on a like-for-like tariff. So you won’t be paying any more than you are now. Boost will send your new tariff terms and conditions along with your welcome pack.
Will my supplier Terms & Conditions change?
You’ll be moving to us on a like-for-like tariff. So the price you pay for your energy won’t change. Boost will send your new tariff Terms and Conditions along with your welcome pack. You can also be find them at boostpower.co.uk/terms
Will there be changes to how I’m dealt with as a vulnerable customer?
Just like us, Boost prides itself on looking after their customers, whatever their needs. If you’re listed as a vulnerable customer on the Priority Services Register at Spark, this will also be the case when you move across to Boost. You can read more about it here.
How can I be certain my data will be kept safe during the migration?
A comprehensive risk assessment of the data transfer process has been carried out and signed off by the Data Protection Officer at Boost. Both Spark and Boost are aligned to ISO27001, meaning that the security of our customer data is taken very seriously. See more about ISO here.
If I want to switch to another supplier, will exit fees still apply?
If you choose to switch away to another provider, either before you move over to Boost, or after, you won’t be charged any exit fees.
What will happen to my variable tariff?
You’ll be moving over on a like for like tariff and won’t be paying any more than you’re paying now. Boost will send details of your new tariff along with your welcome pack.
Will I still be protected by the Default Tariff Cap or Prepayment Cap?
Yes. You'll continue to be protected by any Government price caps that apply.
What if I have an open complaint?
We’ll be working hard to resolve as many open complaints as we possibly can before moving customers over to Boost. If we’ve not been able to resolve your complaint, don’t worry, Boost will have access to all the relevant information to do this once your account is live with them.
What if Spark is due me a refund?
If there’s an active refund request on the system for you, then this will be processed by Spark within 14 days of the request.
What if I have an ongoing meter reading dispute between Spark and my previous supplier?
We’ll be trying hard to get disputes like this resolved before we move customers over to Boost, however if we’ve not been able to do this then Boost will pick up where we left off.
What if I have an ongoing erroneous transfer?
If your supply or supplies were erroneously transferred to Spark and we’re in the process of sending it back, we’ll look to get this completed and won’t move you over to Boost during this. If the transfer back to your original supplier is rejected and your supply/supplies remain with Spark, then you’ll be moving across to Boost.
Will refunds already requested be processed as per Spark’s normal 14 day service-level agreement ?
If there’s an active refund request on the system, then this will be processed by Spark within 14 days of the request.
What if I have debt on my meter and I’m paying it back?
This will be transferred to Boost and you will continue to repay this from your meter at the same amount per week.
I have a smart meter installation booked with Spark, will this go ahead?
If you’ve got a smart meter installation booked with Spark, this will go ahead as planned unless we notify you to say otherwise. We’ll wait until after this date before we’ll move you across to Boost.
Will my smart meter continue to function as normal when I move to Boost?
Yes, the great news is your smart meter will continue to work as normal once Boost adopts the meter.