Download the E.ON StayWarm Terms and Conditions. (PDF)
Please read these Terms and Conditions carefully
1 Definitions
E.ON/we/us – E.ON Energy Solutions Limited, our agents and companies within the E.ON UK plc group.
You/your – the person or people who have entered into the contract with us. If this is more than one person, each person will be jointly and severally liable for any money owed to us.
This means we will be entitled to claim all of the money from either of you.
Your home – the address shown on your contract.
E.ON StayWarm – a product provided by us.
Network operator(s) – the companies that maintain the electricity and/or gas distribution systems that supply your home.
Energy – electricity and/or mains gas.
Start date – the date you receive a supply of energy from us.
Bedroom – any room that could be classed as a bedroom if you sold the property – including, for example, a study, a nursery, or an indoor gym.
Contract – these Terms and Conditions, ‘Your plan’ and ‘Your payments’ shown overleaf.
2 Contract
This contract is between you and us for the services set out in
this contract. It is for 12 months from the start date.
This contract is governed by the laws of England and Wales for the supply of services in England and Wales. If you live in Scotland, the services are covered by the laws of Scotland.
Nothing in this contract affects the statutory rights of you, us, or the network operators.
We may change the Terms and Conditions at any time.We will always give you notice of any change that may disadvantage you.
We may transfer our rights and obligations in these Terms and Conditions to another company.
3 Transferring your supply: your right to cancel
If you are transferring from another supplier, you have 14 days from the date of this contract to ask us to stop your electricity and/or mains gas transfer.
The transfer from your previous supplier may take several weeks.
Please pay any outstanding bill to your previous supplier. If you do not, they may block your transfer. If you owe money to your previous supplier, they can ask us to collect it. If they do so, and we agree, they will tell us details of what you owe and we will add it to your account.
If you are transferring from another E.ON product and you wish to stop your transfer to E.ON StayWarm, please tell us and we will supply you on different terms.
4 Your E.ON StayWarm service
We will start supplying energy to your home from the date on which we register you as a customer.
To qualify for E.ON StayWarm, you must meet these conditions:
• You, or your spouse or partner, must be 60 years or over. (The name of the person who is over 60 must appear on the statement).
• Your household must have no more than three bedrooms, and there must be no more than four people living there.
• Your household energy supply must be for normal domestic use. For example, you cannot be on E.ON StayWarm if you use energy to supply a jacuzzi, swimming pool, sauna, greenhouse or workshop.
• You must agree to receive your energy supply from us.
• Your home must be connected to your local energy distribution systems.
• You must currently receive (or agree to receive) your energy supply using a standard (credit) meter rather than a prepayment meter.
We may check that you meet these qualifying conditions by asking for more details, or by arranging a home visit.
You must tell us if:
• you no longer meet these qualifying conditions, or
• there is a material change to your household details, for example if you have changed the number of bedrooms or the number of people living there has changed.
5 Prices
The price you pay is based on the information you give us when
you join E.ON StayWarm. We can ask for evidence of this information.
We will not increase the price during the period of this
contract unless:
• there is a material change to your household or circumstances that means you do not meet all the qualifying conditions listed in section 4, or
• there is a increase in VAT payable on electricity or mains gas, or
• there is an increase in our costs as a result of any action by a government or statutory body.
We will inform you in good time if there is a change to the price.
We may back date differences in the price to the date of a change.
6 Your E.ON StayWarm payments
The amount you need to pay and the frequency of your payments are set out in the ‘Your plan’ section.
You agree to:
• make your payments on time and in full
• make your payments until your contract ends.
7 Renewing your E.ON StayWarm contract
When your E.ON StayWarm contract is due for renewal, we will send you a new contract, including a new price for your energy.
The price of energy in your new contract will be based on the amount of energy you have used since the start of this contract.
If you accept your new contract, it will run for the next 12 months.
8 Your energy meters and readings
Although your energy readings will not affect your energy prices during this contract, by law we are obliged to collect your meter readings. We may ask you to provide readings.
9 Access to your home
You agree to allow your network operator(s) or any person authorised by us access to your home for any of the following reasons:
• to install, repair or modify equipment
• to read or inspect your meter
• to cut off your supply
• in case of an electrical or mains gas emergency.
In a gas emergency, we or your network operator(s) may require you to stop using gas.
10 Other charges
We may charge you our reasonable costs if:
• you damage our equipment or equipment provided by your network operator(s) unless this damage could not have been reasonably prevented; or
• you fail to take reasonable steps to protect our equipment, or equipment provided by your network operator(s); or
• you unnecessarily ask us or our agents to visit your home.
11 Threats to our staff or agents
If you threaten our staff or agents whilst they are performing their lawful duties, we may take legal action against you.
12 Liability
We and the network operator are responsible for any loss which is a foreseeable consequence of our negligence and is caused by us breaching the terms of this contract. We are not liable for any other loss, including those caused by an event or circumstances beyond our reasonable control, or for any business losses.
We and the network operator are liable for death or personal injury caused by our negligence.
13 Moving Home
If you move home, you must give us at least 48 hours notice, or we will continue to charge you until:
• you tell us you have moved; or
• we next read the meter; or
• another person takes responsibility for the energy supply.
If you still meet the qualifying conditions in section 4 at your new home, we may continue to offer you StayWarm, although it may be at a different price.
14 Ending this contract
Please tell us if you wish to end this contract.
If we tell you about:
• a change to these Terms and Conditions; or
• a change of price following an annual review or a material change to your household
you may give us notice to end this contract within 14 days of being told about the change. If you do this, the change in Terms and Conditions or price will not affect you, so long as your transfer to a new supplier happens within 42 days.
We may end this contract by giving you at least 30 days’ notice.
We may end it with less than 30 days’ notice if:
• you have breached the contract; or
• we suspect you have taken energy illegally; or
• we suspect you have interfered with the meter or
other equipment.
If our licence requires it, we will offer you an alternative contract unless it is unreasonable for us to be expected to do so.
We reserve the right to withdraw E.ON StayWarm from the market at any time. If we do this, we will give you 14 days’ notice and offer you an alternative service. Your rights to end this contract at any time are not affected.
We reserve the right to withdraw you from E.ON StayWarm if:
• the declaration you gave us when you entered into this contract is false in any material way, including information about your energy usage, the benefits you receive, the number of bedrooms at your home, and the age of qualifying people in your household; or
• you do not pay us on time; or
• you no longer meet the qualifying conditions listed in section 4; or
• you end your contract for one fuel and not the other.
If we remove you from E.ON StayWarm, these E.ON StayWarm Terms and Conditions will no longer affect you. Instead, your supply will be covered by our E.ON Standard Terms and Conditions and prices for customers who do not qualify for E.ON StayWarm.We will send you details of these at that time.
15 Connections and your supply
Your network operator(s) may enforce any part of this contract in which it has rights.
National Terms of Electricity Connection. Your supplier is acting on behalf of your electricity network operator to make an agreement with you. The agreement is that you and your electricity network operator both accept the National Terms of Connection (NTC) and agree to keep to its conditions.
This will happen from the time that you enter into this contract and it affects your legal rights. The NTC is a legal agreement. It
sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from, your premises. If you want a copy of the NTC or have any questions about it, please write to: Energy Networks Association, 18 Stanhope Place, London W2 2HH: phone 0207 706 5100 or visit the website at connectionterms.co.uk.
For Information: supply characteristics. The electricity delivered to your premises through our distribution system will normally be at one of the voltages stated below and will have the frequency, number of phases and margins of variation associated with it:
• connection voltage and permitted variations: at 400/230, 460/230, and 230 volts – plus 10% or minus 6%
• number and phases of supply: at 400/230 volts – three phase, at 460/230 volts and 230 volts – one phase
• frequency of supply and permitted variations: at all voltage levels – 50 hertz, plus or minus 1%.
Alternative contract. You must tell us if you appoint your own metering agent or change the use of your premises to business purposes. We will provide an alternative contract.
Changing your connection. If you wish to install generating equipment or modify your electricity or gas connection, you must tell us and we must agree to it. If alterations to your energy connection or equipment mean that your network operator(s) or our representatives need to carry out work, we may charge you our costs. If you tell us in advance, we will try to give you an estimate of the cost before the work is carried out.
Availability of supply. Your energy supply may be interrupted
or of a lower quality due to circumstances outside our reasonable control or that of your network operator(s).
16 Data protection
E.ON and our agents will use information we have about you and your account to administer and manage your account.
We may contact you for research purposes. Your records may also be shared with other organisations and used by us and them to recover debt, trace debtors and prevent money laundering or fraud. Unless you tell us otherwise, we will also provide you with up-to-date information on other products, services and special offers we provide.
