Getting extra help and support
From where you can get extra support from Boost, to other organisations that can also offer support.
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Updated on 24/09/2020 That’s a great question and one we hope to nail down here. The good news is our prices are compliant with the Ofgem price cap, meaning we're keeping them competitive for you. If you’re spending more, it’s likely because you’re using more energy, which is natural during winter but can make you feel like you are topping up a lot more than usual.Here’s the average spend of a PAYG customer over a 12 month period. You can see that for all PAYG customers, usage goes up in winter, in line with what we’d expect. The reason for this:Everything is colder - Appliances use more energy to heat the water they use, your home takes longer to warm up, again using more energy. Your home is also darker for longer - Lights are used much more often (energy saving light bulbs can definitely help here) This graph is a guide, some PAYG customers will use more, some will use less depending on the size of your home, the number of people living there, how well insulated it is, but hopefull
Warm Home Discount FAQF.A.Q.
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. What is the Warm Home Discount?The Warm Home Discount (WHD), is a government scheme that gives customers extra help to those who struggle with the cost of their energy. It’s a regulated process by Ofgem and if you’re eligible you’ll receive a one-off payment of £140.Am I eligible?There are two groups the WHD scheme is divided into, the Core group and Broader group.Core Group - The Core Group is for customers who are in receipt of the Guarantee Credit element of Pension Credit. You’ll automatically receive this payment, and have a confirmation letter from the DWP (Department of Working Pensions) to let you know you don’t need to apply for this.If you’re on supply with Boost on the on a certain d
Updated on 13/01/22 by Jess_Boost If you think you’re topping up lots, or using more energy than usual, there’s a few possible reasons why. Here are some suggestions as to why it may be:- Your appliances cost more than you realise, are left on, inefficient or faulty.- You’re not accounting for the 5% VAT or the standing charges that we charge.- There’s a debt on your meter.- It’s winter and you’re using more gas or electricity than you did when it was warmer and lighter.These pages might help:Where can I find impartial information about saving energy?I want to know how to save money on energy, how can Boost help me?What do I need to know about energy debtOne thing to bear in mind at this time of year is the onset of winter and much colder weather. We've enjoyed a really hot and sunny summer this year, so everyone will undoubtedly have saved some money on heating! Be ready for your energy costs to go up as we bundle up indoors with the heating on! Lastly, don't forget to use your great
Updated on 07/09/2021 - We now have the Care Team available to contact everyday. See the information below if you go off supply when the Care Team are closed over night There may be a point overnight when you need some help, we want to make sure you're aware of where you can go in an emergency. We’ve split this list up for those who have traditional top up meters and those who have smart meters. Traditional PAYG (Non-smart)Battery fail or an error code? Get help here Lost your top up key or card? Get help here Smart PAYG FAQ topic guide on common questions and issues here Battery fail or an error code? Get help here Smart PAYG - a guide to the new app here Meter not reconnecting? Have a look here Here’s our Customer Care team contact details and opening hours over the weekend: Webchat and Facebook / Twitter:Monday - Friday08:00-20:00Saturday & Sunday09:00-17:00Bank Holidays09:00-17:00 Full Service Phone: 0330 102 7517 (0117 370 1041 from a mobile)Monday - Friday08:00-18:00Saturda
Warm Home Discount - your guideTutorial
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. The Warm Home Discount guide We’ve made a handy How To guide on the Warm Home Discount, have a read here You can check on eligibility for the Warm Home Discount here We made our own excellent FAQ topic, based on questions posted in this community from previous years. Check it out here Post any questions that you can’t find the answer to in those guides above, in the comments section - we’ll get right on it!
Updated 30/09/21 by Tim_Boost: Sometimes electricity and gas meters can develop faults. It’s not that common, and between 8am and 8pm on weekdays and 9am to 5pm on weekends, we have the team on hand to help. Weekend Customer Care team opening hours and contact details: Web chat - available Saturday and Sunday 9am - 5pmPhone - 0330 102 7517 - available Saturday and Sunday 9am - 5pmFacebook - available Saturday and Sunday 9am - 5pmTwitter - available Saturday and Sunday 9am - 5pm Outside of these times, if your meter screen has gone blank, but you’re still getting a supply of gas or electricity through, we’d advise waiting until the next day to give the team a call, as this isn’t treated as an emergency. More information on error messages here.
Updated on 09/12/21 by Tim_Boost: There’s a great Boost Answers guide on what to do when you’ve moving out of/into a house supplied by Boost. Check it out here What about our FAQ for landlords, here: That said there’s always going to be exceptions or questions that need answering. Share them below and one of our users should be able to help.
A few weeks ago Boost Power emailed me to say they were sorry I was leaving. So I emailed back telling them that I wasn't leaving and had no idea what they were talking about. Long story short...... It turns out Shell Energy had applied to take over my supply in mistake for a neighbour. After almost 3 weeks and hours on the phone to Shell Energy to get this put right, it's finally being settled. Although I won't be back with Boost Power fully until 11th June. My question is...... How can another energy company take over someone's supply without prior permission from the account holder? Wouldn't Boost Power check with me first before allowing the transfer to go ahead? What if a request like this was made mischievously by someone to cause inconvenience and frustration to a neighbour? This surely cannot be correct? Although Shell Energy won't be charging me for any use, I want reimbursement for the cost of the phone calls I've had to make to them, also some sort of compensation
Updated 10/03/2021 Our Priority Services Register is a way of ensuring we’re helping any customers who:Need extra support due to illness or disability Need tailored communications Would struggle to maintain their well-being if they lost their energy supplyWhat are the benefits of being on the Priority Services Register?If it’s difficult for anybody in your household to reach your meter due to disability or chronic illness, we might be able to move it We can provide a free annual Gas Safety Check if you qualify If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned offWho is eligible to join the Priority Services Register?A Pensioner A single parent Living with children under 5 or young people under 18 Disabled Have Mental health concerns Chronically ill Blind or partially sighted Deaf or hearing impaired Have a financial vulnerability, such unemployment or low household income Unable to communicate in
Updated on 10/02/22 by Jess_Boost The Warm Home Discount window for 2021/2022 is now closed.For more information on the Warm Home Discount, including how to apply next year, click here.When making an application you’ll need your account number which can be found on a letter or email from Boost. There are lots of things to think about with the Warm Home Discount - it can be a bit of a head spin. I’ve posted this topic as a great place to collect your queries.Hopefully we can work them out together!
Updated on 30/11/21 by Jess_OVO Noticed that your balance is nearly at zero and can’t afford to make a top-up? Don’t sit in the dark!We know it can be difficult to make a payment at certain times, so we want you to know that there’s support we can offer to keep you on-supply until you can next top-up. The way you access this extra help varies slightly depending on the way you top-up: PAYG Smart (Topping up via the Boost App or using Top-up barcodes at a Paypoint)First and foremost, it’s important to remember that you’ll get £5 emergency credit per meter, so even if your balance reaches zero - you’ll be able to use this emergency credit. The method for accessing this does depend on the type of smart meter you have - SMETS 1 (which has a numbered keypad on the meter) or SMETS 2 (which just has two buttons on the meter - 1 red, 1 blue). Accessing emergency credit with a SMETS 1 meter 1. Activate your emergency credit using your IHDWhen your balance drops below £5, your IHD will flash and
Don’t know why I didn’t think of this before, still waiting for my prepay card and barcode to be sorted, however worked out why not just generate your own one? Well it works even tested a barcode app on Android phone and it works, it’s just your prepay card number in a barcode.https://barcode.tec-it.com/enJust put your registered card number into this (without spaces or dashes, just numbers!) and you can save the barcode to your phone or print it and use it to top up with :-)Use this at your own risk, always double check the number and always keep your receipt with the VEND code on!Hope this helpsRegardsNick
Where will you spend your voucher?Updated on 13/01/22 by Jess_Boost Our Refer-A-Friend scheme was paused on 17/09/21 due to current energy market conditions - Read more about these on our FAQs.Get a £25 Gift Card for every friend you get to successfully join Boost - there's no limit! You’ll be spoiled for choice with where you can spend your vouchers, whether with Asda, Argos, Just Eat, Love2Shop, Sports Direct, Tesco or Amazon! To sign up your friend, follow this link here. Check out our great FAQ topic that explains everything about the Refer a Friend scheme here! We’d love to know what you guys spent your voucher on, sound off below with the goodies you managed to grab with this deal!
Hi, I am moving to a different energy supplier and would like to know when, and how do i get a refund off my gas and electricity? I am using Pay and Go, A Smart meter Gas and Electricity, i had approximately £140, Aprox £70 Gas And £70 Electric, but i checked my smart meter yesterday and it says £0.00 on gas and electric. Please reply as i am stuck
Erroneous Transfer FAQF.A.Q.
Updated 18/09/2020Erroneous Transfer FAQWhat is an Erroneous Transfer?An erroneous transfer is when a supplier has taken over the wrong supply, and sends you back to your previous supplier.For example, when you sign up with us, we look up your address in a national database that all suppliers have access to. This database includes your current energy details (such as your meter type, your current/previous suppliers etc...)Sometimes the details in the list are wrong, or bits are missing, especially if your property is a flat or a new build, and we may try to take over the wrong supply by mistake.How long does it take to resolve?In a perfect world, this issue is noticed early on in the process, when a customer is in the cooling off period and the switch can still be cancelled.Of course this isn’t always the case, so for example if we’ve taken over the wrong supply, we’ll raise this to our dedicated E.T team. They then pass the details of the property to the previous supplier and start th
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