Better Energy: Your guide to their services

Papernest disclaims that they are not in partnership with Better Energy

Papernest disclaims that they are not in partnership with Better Energy

Better Energy was a UK gas supplier that launched in 2010. They closed in March 2020 and all customers were taken on by PFP Energy. If you were a Better Energy customer you should have been informed already about the details of your switch. However, below we will provide some more information about what has happened to your services.

Last updated: February 2021

Let’s take a closer look the energy supplier Better Energy and find out who they were, where they operated and what services they provided to customers.

Who were Better Energy?

Better Energy was a UK gas supplier based in Nottingham. They began supplying homes in the East Midlands with gas in 2011 and expanded to offer their services to other parts of the UK, including Scotland and Wales.

better energy

The company frequently compared its prices to other energy companies to make sure that their energy was competitively priced. They only offered online billing so customers needed an email address in order to sign up for their services.

Were Better Energy any good?

Better Energy never received enough customer responses in the annual Which? energy company survey so they have no rating on that platform.

However, they did receive a rating of 1.8 on Trustpilot from 39 reviews, which is not great. Just 31% of the reviews rated their services as excellent, with more than half saying they were bad. Frequent customer complaints centred around top up services not functioning, as well as poor customer service and bad access to online accounts.

Who owns Better Energy?

Better Energy ceased trading but their customers have been absorbed into PFP Energy. PFP are an energy company based in Preston who work hard to keep their energy fair and simple. They pledged that all Better Energy customers would retain the same terms as their existing Better Energy tariffs and would in some circumstances end up paying less.

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Why did Better Energy close?

The company had its licence revoked by Ofgem, the industry regulator, after it failed to join the Data Communications Company (DCC) by the Ofgem deadline. This was originally set for November 2017. The DCC serves as the energy sector’s communication infrastructure for smart meters.

Better Energy customers did not have their gas shut off and there was no interference to service while their supply was transferred to a new supplier. As mentioned above, the new supplier promised to match or better the rates that Better Energy customers were on, and customers were free to switch to another plan or provider at any time.

The newly appointed provider also agreed to honour any existing credit balances, which were automatically transferred with the account.

What happened to my Better Energy account?

If you were a Better Energy customer and want to access your online account then you need to open an account with your new supplier PFP. To do so, go to the PFP home page and click on ‘My Account’. Scroll down to the ‘Log in’ section and create a new account using the ‘Register’ tab.

Once you are logged in you will be able to manage your account in the same way as before.

better energy

What happened to my Better Energy tariff?

Better Energy offered five main gas tariffs. One was a prepayment tariff and the other four were direct debit. There were other cheaper suppliers but Better Energy were generally considered good value for money in terms of gas supply.

Although customers will now find themselves on a tariff with a different name under PFP, the terms of the tariff remain exactly the same.

Better Energy fuel mix

As better energy only supplied gas, they had no fuel mix statistics.

How to contact Better Energy?

The Better Energy contact numbers are no longer in operation. Customers will need to speak to their new supplier PFP and the regulator in order to find out more details about their accounts. They can do this in the following ways:

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Department Contact details Opening hours
Customer service (now PFP) 0333 405 5555 Monday to Friday: 8:30am-8pm
Power cut 105 24/7
Gas emergency 0800 111 999 24/7
Ofgem 0330 440 1624 Monday to Friday: 8am-8pm, Saturday: 9am-1pm

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Written by Baylee

Updated on 24 Feb, 2021