FAQ to answer all your Electricity Questions|Symbio Energy

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If you are one of our valuable customers trying to reach our customer support today, please be notified that you might experience an audio lag due to ongoing system maintenance. Meanwhile, you can write an email to us at [email protected].

Frequently Asked Questions

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Introduction

Symbio Energy’s name comes from a contraction of the term ‘Symbiosis’ - Symbiosis is a process by which two parties work to benefit each other. We partner with our valuable customers to consistently provide the Lowest Overall Prices in the UK since March 2019.

Keeping our customers in mind we have collated a set of frequently asked questions. We would kindly request you take a few moments to read this document as it will most certainly answer the majority of your queries. We understand that you do not want to speak to your energy company unless you have to. Please also keep this document handy. It will provide a valuable source of information.

To help you identify the answers to your possible questions, we have split the section and document into convenient sections.

Covid Outbreak

No, there’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected.

Business as usual. However, please feel free to make contact with us using your online account or app to manage your account. You can use it to check your energy usage and bills as well as submit meter readings.

Business as usual but on the odd occasion things might take a little longer.

Yes, you’re still able to switch energy providers in the normal way. You can switch to SYMBIO ENERGY easily online here.

We recognize that with the constantly changing COVID-19 situation around the world, this is an unprecedented time for everyone, a time that, for many, is filled with uncertainty.
We want you to know that we are our committed to continuing to provide you with the services you depend on. As a valued customer, you rely on us to help power your livelihood, and we understand the responsibility that entails. Meeting that responsibility, in any environment, is our primary focus.
We would like to reassure customers that we are here if needed and have taken the relevant measures to continue to offer the same level of support to any customer in need. We have and will continue to offer the best customer support service uninterrupted to minimise any disruption in these uncertain times.
In response to the current situation, we’ve implemented our business continuity plan. First and foremost, our plan ensures the health and safety of our employees, so we can continue to deliver and support the services you count on. Considering the most recent news and announcements from the World Health Organization (WHO) and Centres for Disease Control and Prevention (CDC), we have made the decision to have employees in our offices who can perform their jobs remotely. We’ve also offered extended sick leave for our employees should they need it.
We would like to thank you all again for your cooperation and help in dealing with the situation. Our team are here and ready to help, still able to give the same customer care on phone and email.

Stay calm and stay safe.

For information about support for businesses and employers from the Government and Schemes available, please click on the links provided:

• Guidance for businesses

• Coronavirus Business Interruption Loan Scheme

• Coronavirus Job Retention Scheme

• Self-employment Income Support Scheme

Switching tO Symbio Energy

A: When you switch to Symbio Energy you can Save up to £600 per annum on your electricity bills, we have been the UK’s Lowest Price energy provider since March 2019

In order to complete your Switch with us, we will communicate with your Old Supplier, Meter Operators and Numerous Stakeholders to facilitate the transfer. The switch process usually takes about 14 - 21 days.

A: In case you change your mind and decide to leave us, you have 14 days from the date of the switch application to request for a cancellation without charge.

A: Upon requesting a switch you will receive a confirmation on the email provided by yourself during the registration process. The confirmation email will contain details such as the estimated switch date with the terms and conditions, the tariff details and a direct debit confirmation.

A: As soon as you have switched to Symbio Energy, you will be requested to submit an opening meter reading along with a meter picture.

We will use the submitted meter reading to compare with the one provided by your old supplier. In the event there is a dispute with the opening meter reading on the account, the meter picture will be used as evidence.

It is essential to provide the opening meter reading to us and your old supplier. If you fail to submit the meter reading, the old supplier will use an estimate. In many instances, the meter estimate will be much higher than your actual read. Your final bill to your old supplier will be higher than it needs to be and when you do eventually submit a meter reading to Symbio Energy, you will feel that you are being overcharged. In reality, you have overpaid your old supplier.

The importance of the above step is highlighted by the fact that we send three email reminders for an opening meter reading between the request for switch and the actual switch date.

A: We allow up to 30 days after the switch date to provide an opening meter reading, if we do not receive this information we will have to take the meter reading given by your old electricity supplier. If it subsequently transpires that the old supplier has overcharged you due to the fact an opening meter reading was not given to us or a closing meter reading to the old supplier, you will, unfortunately, be charged an admin fee of £25 to resolve the issue. The fee simply covers the actual cost of admin and ensures customers are compliant and not penalised with high energy bills due to increased costs.

A: We request you to submit a meter reading on the last day of each month, this helps us to reconcile the bill in line with your consumption.

As per our company policy, we do not accept meter readings over the phone call or email. The amount of energy you consume results in a bill. To avoid anyone in Sybio making manual errors which result in a liability to yourself, all matters concerning meter readings, tariffs and bank accounts are predominantly left to you to change or record via the Symbio Customer Portal.

We would request you to visit our website or log- into your account via our Customer Portal by clicking on Symbio Customer Portal.

Alternatively, you can download the Symbio Energy Mobile app on the Apple IOS Store for iPhone Devices and Google Play Store for Android Devices and submit your monthly meter readings.

Please note as per our company policy, Meter readings submitted post the cut-off date i.e., end of the month will be used to reconcile the bill in the following billing cycle. The best time to submit your meter reading is towards the end of each month. This will ensure that your bill will be reconciled in line with your consumption.

A: In order to dispute the opening meter reading with your previous supplier, the variance between the reading used and the reading you gave should be 250 kWh or more. This is called a ‘tolerance’. If the variance is within this range, it is known as being ‘within tolerance’ and we may not be able to dispute it with your previous supplier.

For example, if you submitted a reading of 02100 and the estimate used was 02450 in your electricity bill, hence there will be a difference of 350 kWh and a meter reading dispute is likely possible.

A: We would notify you via email if we see your switch application being objected by your current supplier, this could happen due to the following reasons:

A) There could be an active contract on your meter, where the term may not have ended, which could result in objecting the switch.

B) There are arrears on the account with your existing energy provider that needs to be cleared before you could switch over to Symbio Energy.

This does not mean you cannot switch to Symbio and start saving. We would indeed honour your switch request and reapply for the switch with the tariff you had initially chosen. After you have resolved the issue with your previous supplier, we request you to kindly contact us to re-initiate the switch.

Billing

A: Click on the link to understand your electricity bill. Read here

A: Advance billing is a smart way to manage all your electricity payments. It allows us with reliable information to base our financial decisions. The entire industry works on limited credit and we have to pay for electricity in advance. This helps you to keep a track of your electricity usage patterns. Therefore, any changes in electricity usage you can monitor and lower the electricity usage.

Unlike the mobile phone industry and various other industries we do not conduct credit checks on you and nor do we cut off your electricity supply should you fail to pay the bill. In an event where you have missed the bill payments, Symbio Energy gives you the chance to pay the accumulated debt in a structured payment plan.

The energy industry relies on the estimates; however, you can be sure of paying for electricity that you have consumed and nothing more. The final bill towards your account settles any debts or the credits, ensuring that you only pay for the electricity you have used.

The industry is based on Estimated Meter Readings and Estimated Consumption declared by the Customers. The Advance Billing Method allows us to keep prices low as the industry works mostly on advance payments and helps Symbio Energy reduce its borrowings and pass on the savings to its customers. Symbio Energy has hence managed to be the Lowest Priced Energy Provider since March 2019.

Symbio Energy follows an Advance Billing System; hence customers are billed one month in advance but the money is normally taken 3 -7 working days later so Symbio’s risk is limited. Our estimates are based on the Estimated Annual Consumption provided in the switch application and seasonal estimates. Upon receiving the meter reading at the end of the month, the bill will be reconciled in line with the meter reading obtained from the customer. Any over or under collection will be adjusted and the same shall be amended in the following billing cycle.

The process of reconciliation and estimating one month in advance is a continuous process. Hence you receive the bill on the day you switch to Symbio Energy. We appreciate that you have provided the opening meter readings; these have been submitted to our regulator for validation which usually takes 7-10 working days. We will use the meter reading in the next bill.

A: We shall send you the first electricity invoice in advance, based on the estimated annual energy consumption of the premises receiving the energy supply. The estimated amount is based upon your declaration at the point of requesting switch and is verified against industry held records. The amount taken on the first direct debit will vary depending on when the switch has occurred in the month.

We estimate your first electricity invoice as per the Estimated Annual Consumption. Upon receiving the monthly meter reading at the end of the month, we reconcile it with the estimated units charged. Any Credit or Debit balance gets carried forward throughout the contract

The first payment towards your energy account will be deducted within 3-7 working days of us sending you the bill. Your first bill is issued as soon as you have switched.

Estimated Bill

A: An estimated bill is based on estimated reads as per the Estimated Annual Consumption submitted in the switch application and seasonal estimates. The actual bill or true consumption can only be derived once a meter read is received and validated.

Reconciled Bill

A: Upon receiving a meter reading at the end of the month, the bill will be reconciled in line with the meter reading received. Any over or under collection will be adjusted in the following bill. The process of reconciliation and estimating one month in advance is a continuous process.

When a customer switches supplier

A: The final bill will be issued as per the closing meter reading received from the new supplier. In the event, we do not receive the closing meter reading, then we will use the estimated annual consumption and estimate the final meter reading on the bill.

When a customer moves out of the property

A: We request you to inform us at least two weeks in advance, that you will be moving out of the property. We would also need the closing meter reading obtained on the day you move out, along with a meter picture.

To close your energy account with us, we would appreciate it if you could provide us with the Landlord’s / New Tenant’s name, email address and phone number.

Meters & Meter Reading

A: A meter reading helps us to reconcile your bill in line with your consumption. Submitting a meter reading at the end of each month ensures that your bills are always accurate and reconciled.Please note that we do validate your meter submissions from a variety of sources. In the event the meter read is not validated, it will be deemed as queried. Symbio will instruct a physical meter read to resolve the query. We shall send you quarterly email reminders to submit a meter reading on the last day of each month.

If we receive the meter reading after the cut-off date, it will be considered in the next billing cycle. If the submitted meter reading is below or above the expected usage by 20%, we will request our customer to submit a meter picture as evidence and/or send a meter operator to obtain a physical meter read.

A: As per our company policy, we do not accept meter readings over phone or emails. We would request you to visit our website or log- in to your account via our customer portal by clicking on Symbio Customer Portal.

Alternatively, you can download the Symbio Energy Mobile app on the Apple IOS Store for iPhone Devices and Google Play Store for Android Devices and submit your meter readings.

If you face any issues while submitting the meter reading, we will request you to contact our customer support team, and we’ll do our best to resolve the issue.

A: Currently our systems have been upgraded to read 2nd generation smart meters. However, if you have a SMETS1 meter, you will have to continue to submit the meter reading manually.

A: If you have been trying to submit an opening meter reading before the switching date, the online portal shall not accept the meter reading submission. You will be able to submit a meter reading only on the date of the switch.

However, if this is not the first time you are submitting a meter read and you still face an issue, we would request you to kindly drop an email to our customer support team with the error you are facing or give us a call, and we will do our best to resolve the issue

A: We request you to get in touch with our customer support team, to raise a request to install a smart meter at the property. We are currently updating our customer portal so that you can also request a smart meter via our customer portal.

Customer Portal / Mobile App

A: We have a Customer Portal on our website, as well as a Mobile App, to manage your account online.

A: Logging in to your energy account is quite simple. You just need the Customer Reference Number and the area Postcode to create an account. Once you feed that, you will have to use your registered email address to set up your account password. Please note that you will be able to login to the Customer Portal/ Mobile App, only on the date of the switch.

Dashboard: shows the name of the tariff, the rates displayed here are VAT exclusive.

My Profile: Editing your alternate email address is quick and easy. You can also change your account password as per your convenience.

My Meter Reading: The meter submission functionality is available on the login screen as well as the dashboard. So, you don’t have to log in each time you submit a monthly meter reading.

My Bills: you can view the summary of the bill for a more detailed understanding of the bill, please refer to the bill pdf that is emailed to your registered email address.

My Payments: will let you view the payments collected.

Direct Debit

A: At Symbio Energy we accept monthly payments via Direct Debit. This is the most cost-effective way of taking and reconciling payments. The savings in costs are then passed onto you, the customer. Allowing Symbio Energy to be the overall lowest price electricity provider in the UK since March 2019.

Direct Debits provide you with a guarantee which protects you from being overcharged. It protects you against payments made in error, ensuring a safe payment method.

The details of the Direct Debit Guarantee are herein. Click here for Direct Debit Link

Direct Debit

A: The first payment towards your energy account will be deducted within 3-7 working days of us sending you the bill. Your first bill is issued as soon as you have switched.

A: The Direct Debit instructions are usually set up via the online switch portal on our website or via the Price Comparison Website if you have switched via this mechanism. If however, you have cancelled this instruction or you wish to amend/update the direct debit details, you can click on the link below:

Symbio Direct Debit

As it is your personal financial information, we do not set up your Direct Debit instruction over the phone. We can help you if you have trouble with the link or our system. Please note that you should not share personal details. We may ask you to confirm some details we hold for identity verification processes.

A: When you register via our website, you have the opportunity to choose to pay a variable amount each month based upon your consumption or a fixed amount per month to assist in budgeting. With Symbio Energy, we do not like holding your money, nor do we wish you to incur any unexpected debt. Accordingly, we offer a seasonal fixed amount which collects more in the winter (in line with the higher winter usage) and less in the summer. Therefore, we do not hold your money and nor do you owe too much during the winters.

Our software monitors your account so that if you start using more electricity than expected, we will automatically increase your direct debit to allow the increased usage to be paid over 3 months. For instance, if you buy an electric car, you wouldn’t have to pay for petrol, but you will use cheaper electricity.

The reverse of this also occurs wherein if you use less energy, our system will notify you that we will be reducing your Direct Debit.

A: If the direct debit is not reinstated, we will write to you to make a payment via our online ‘Take Payment’ link within the customer portal. Unfortunately, we will have to add £10 to your energy bill to cover the additional costs in line with all other utility industries.

If you have experienced billing issues and have cancelled the direct debit with us, we would request you to reinstate the direct debit once the issue is resolved. Not reinstating the Direct Debit acts as a breach of the agreement with us and the tariff will be moved to the default tariff, which may have higher rates. The Direct Debit can be reinstated via the Direct Debit set uplink in the Symbio Energy Customer Portal, via the App or indeed from the embedded links you have in the e-mails we will have sent you about this cancellation.

A: To get rid of the Debt on your account, we can offer you a payment plan to repay the Debt in instalments for up to 3-4 months. We would request you to contact our customer support team for the same.

A: If your monthly electricity consumption is lesser than your monthly payment, your account will build a credit which will be adjusted in the next monthly billing cycle.

A: The lowest priced tariffs we offer at the moment are available only when a customer makes a payment via Direct Debit. Not setting up the Direct Debit with us would be a breach of the contract.

We do not accept BACS payments as a regular mode of payment as it causes reconciliation problems as this type of payment has to be manually feeded into the billing system

Revised Direct Debit Amount

A: We review the Direct Debit amount every three months to ensure you are not paying too much or too little for the energy you are using.

Most of the electricity suppliers in the UK, let their customers build up a huge debt before they start with the repayment. However, we are actively helping our customers by revising the Direct Debit on the account, so that our customers do not accrue huge debts on the account at the end of the contract.

In case the energy consumption as per the meter reading submitted by you and the industry algorithms are slightly higher than initially indicated. As a result, the current Fixed Direct Debit set up does not fully cover the cost of consumption. If unchecked it would leave you with a large balance at the end which might be difficult to pay in one lump sum.

Accordingly, your Fixed Direct Debit amount is going to be updated to cover the cost of consumption and regularize your account. We will revise the Direct Debit as per the average monthly bill amount.

We understand that you may not be able to pay the outstanding amount all at once. Hence in order to keep providing you with the lowest prices for electricity and since you are a valued customer, we will split the outstanding amount into three instalments and add it to the monthly Direct Debit amount.

The Direct Debit will then be reviewed at the end of three months and if the consumption is lower than expected, we will reduce your monthly Direct Debit amount.

You can clear off the outstanding amount by visiting the Take My Payment link given below.

If it is easier, you can Click Here for Symbio Customer Portal Link to make a one-off payment through our online payment facilities. We request you to follow the below steps to make the payment:

1) Please Login to the Customer Portal

2) Please Click on “Pay My Bill” to make Payments for any current outstanding payment.

Refunds

A: At the end of the Agreement, if your account is in credit, it will be either refunded back to you. In all other instances, any overpayment is adjusted against the next month’s bill. However, if you choose and the amount to be refunded is greater than £50, you can ask for a refund into your account as opposed to an adjustment.

A: It is quite simple, the Total Amount Due printed on your bill appears to be in negative, then we owe you a credit.

The Direct Debit will then be reviewed at the end of three months and if the consumption is lower than expected, we will reduce your monthly Direct Debit amount.

You can refer to the below-given example that refers to a credit balance on the bill:

Direct Debit

A: If the credit amount on the account is less than £50.00, it will be adjusted in the following bill. However, if the credit amount is over £50.00, it will be refunded upon request in 14 days.

A: To be eligible for a refund, a final bill needs to be generated and we will generate a final bill once we receive a closing reading from your new supplier. We aim to process your refund request within 10 days of us issuing your final bill. If there is any delay, we will inform you accordingly.

Estimated Annual Consumption Revision

A: We at Symbio Energy Limited, have kept our promise to provide you with low and fair prices. Symbio Energy has been the UK’s overall lowest cost electricity provider for over 18 months, saving millions of pounds for our customers.

We are constantly improving our systems and algorithms to ensure we do not collect too much from yourself or not enough thereby increasing our costs. It is the ‘Goldilocks’ approach of just the right amount. We use data from the meter reads you have submitted and industry averages amongst other data points.

If our systems evaluate that the Estimated Annual Consumption (EAC) submitted initially on the account is slightly less than the actual amount consumed then we will revise the EAC. We recognise the discrepancies in the meter reading submission after three months and resolve the issue by revising the EAC.

Please note, that estimated bills based on the EAC are not the actual liability. The actual liability is ascertained after a reconciliation via a valid meter read. The industry works on estimated consumption data in the absence of meter reads or smart meters.

The revisions will be made in line with your usage and the Industry EAC and an adjustment will be made to the EAC using the data from the meter readings submitted by you. In the event that you have not provided us with the meter readings, we will revise the EAC using the Industry EAC for the property.

In most instances there will be no change to your bill amounts as the algorithm simply better matches your actual consumption. In all instances, the bill will be more accurate. The more meter reads we receive, the more accurate your bill will be. Therefore, we kindly request you to submit a meter read on the last day of every month.

Renewal

A: If you are at the end of your contractual period on a fixed contract, we will communicate with you via email to inform you of the renewal tariff that you will be placed upon. Unlike our competitors, who notify the customer only once, we send you three renewal reminders in the last 6 weeks of the term if you are on a fixed tariff contract or 4 weeks if you are on a variable tariff contract

The e-mail clearly explains the process of selecting the tariff in case you wish to renew the contract with us. You need to click on the embedded link which will allow you to confirm the renewal tariff or select a tariff of your choice by visiting our website.

If you have chosen a variable tariff, the price of variable tariffs changes to reflect the wholesale price of energy. The Variable tariffs will not have a fixed duration and the tariff price would go up and reflect the market prices. We will inform you via email about the increase in price and provide you with an opportunity to choose another tariff from our website if you wish.

A: Unlike other providers, we do not penalize our customers for their loyalty by renewing the contract with a standard variable tariff plan (i.e., highest default tariff). At the time of renewal, we give you a fair chance of maximum savings on our competitive tariffs and place you on one of our competitive tariffs plans, as per Ofgem’s best practice guidance.

This tariff is still several hundred pounds lower than British Gas and other Big 6 suppliers.

If you have received a tariff renewal email but have not chosen the tariff via the link provided and instead replied to the email requesting a tariff change, the desired tariff will be activated from the next billing cycle if you have already been billed on the default renewal tariff.

Change Of Tenancy (COT)

A: We request you to inform us at least two weeks in advance, that you will be moving out of the property. We would also need the closing meter reading obtained on the day you move out, along with a meter picture.

To close your energy account with us, we would appreciate it if you could provide us with the Landlord’s / New Tenant’s name, email address and phone number.

A: We would need a meter reading on the date the customer has moved into the property.

We would appreciate it if you could provide us with your Name, Contact details, Email address, so we can open the account in your name. Customers can choose the tariff of their choice and also update the direct debit details via the direct debit link.

Complaints

We aim to resolve all issues in the first instance. Symbio Energy strives to provide the best service to all our customers. We are fully committed in supplying the best prices possible and delivering excellent customer service which is clear and concise.

There are times where we may not get it right, but we will attempt to resolve it quickly.

You can visit our website to view our Complaints Procedure.

You can also approach Independent Advice Helpline: Citizens Advice Bureau, they can provide you with further advice.

Consumer Service – 0808 223 1133.

Additional Questions

A: We currently have a contract with a third party company “GoCardless” that collects the direct debit on our behalf. Hence customers who are eligible for a cashback from their respective banks, may not be able to avail the offer. However, we are in the process of introducing our own Direct Debit services which will allow customers to avail the cashback scheme.

Please note that as the lowest price energy provider in the UK, our customers save far more than 2%.

A: To provide you with the Economy 7 timings, we will access your meter details on the account and help you with the timings based on your postcode. We would kindly request you to provide us with your customer reference number to provide you with the details you seek.

Contact Us

A: Yes you can, Our email: [email protected]

A: Yes you can reach out to our customer support team at 0333 050 9372

We are here to assist you from:

Monday - Friday, between 09:00 am - 06:00 pm

Saturdays between 09:00 am - 03:00 pm.

We remain closed on Sundays and would appreciate it if you can refer to the FAQs for immediate assistance.

We usually respond within 24 to 72 working hours

Warm Home Discounts

A: The Warm Home Discount scheme was introduced by the Government in April 2011. This scheme offers a onetime £140 payment applied to the eligible customer’s electricity bills/Bank account between October and April. It has been designed to help reduce costs for those living on a low income or pension over the winter months.

A: The Warm Home Discount Scheme rebate will be credited to eligible member accounts by 31st March 2021.

A: Symbio Energy is pleased to inform you the Warm Home Discount Scheme Rebate of £140, will be credit to your account by 31st March 2021.

A: Only suppliers who have more than 250,000 customers are required to offer the Warm Home Discount Scheme to the broader group customers.

Kindly click here for more information

A: No, Symbio Energy will not be a voluntary participant in the Warm Home Discount Scheme for the year 2021 – 2022.