How can we help?

What happens when I switch?

Welcome to the start of your journey with us. Now, we can start helping you to spend less on what you need and more on what you want.

Want to know how switching works? Watch our short video to find out what happens:

Switching explained

Step one - you'll get a 14 day cooling-off period to make sure you’re happy with your choice and during this time we'll keep you updated with emails which include details about your new online account. All of the features for your online account will become available when your switch is complete.

Step two - we'll let you know when cooling-off has ended and about five days before your switch, we’ll tell you how much your monthly payments will be. This is based on the information you gave us when you registered and can also include usage information from your previous supplier, so may change depending on your usage and tariff.

Step three - finally, around five days before your switch date, we’ll ask you for your opening meter reading. We’ll send your readings to your previous supplier who will close your account. It can take up to 28 days for them to receive this reading, so you won’t receive your final bill straight away. Your first payment may come out straight away, depending on your Direct Debit date. After your first payment you can change the date of your Direct Debit online.

And that's it... you're switched. Overall the process takes just under three weeks. To find out the status of your switch, use our virtual assistant, Ask First.

Why have I been asked for a security deposit?

Before you can join us, we need to check your credit rating. This is also known as a credit score. We’re not the only energy supplier to do this – it’s common industry practice. Here's a link to more information about why your credit rating needs to be checked.

Does First Utility supply customers on IGT networks?

Yes, we’ll supply any domestic customer connected to a mains gas network and gas connections owned by Independent Gas Transporters (IGTs). There are no additional charges from IGTs.

How do I know if I’m supplied by an IGT network?

Look at a recent gas bill. If you're supplied by an IGT, your meter point reference number (MPRN), unique to your home will:

  • start with 74, 75 or 76 and 77
  • be 10 digits long.

I have a prepayment meter and want to switch to you

If you’re a prepayment customer and have a debt of up to £500, you can still switch to us. We’ll just need to exchange your current prepayment meter for one of ours. To make your application, call our Sales team on 01926 320 700.

I’ve changed my mind, how do I cancel my registration?

If you wish to cancel your registration during your 14 day cooling-off period, you can do this online. There’s an option on the email we sent you about the start of your cooling off period.

Did this answer your question?