Moving home with E.ON

Firstly, thanks for choosing us.

So that we can find the right tariff for you, we need to start by asking you a few quick questions.

You can do this online, or if you’d prefer to talk to someone about switching to us, call us on 0333 202 4698. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.

If you're not sure who your current electricity supplier is, you can find out at energynetworks.org

You can find your gas supplier online or call the Meter Point Reference line on 0870 608 1524.

Simply cross out your address, write on the envelope in large text “Return to Sender – No longer at this address” and put it in a post box.

If you have a forwarding address for the previous occupier, you can also write this in small text on the envelope as this will help us send their bills to the right address.

If you previously paid by Direct Debit we'll have automatically refunded your account. If you've left us in the last 18 months you can log in to your online account and check if you have a credit balance. If you left us more than 18 months ago and you didn't manage your account online or you know you have a credit balance that needs refunding, please call us on 0345 052 0000.

• Remember to take meter readings before you leave your property.
• Answer a couple of questions in our "Moving home? Start here" section, then we'll take all the information we need about your move. Or, you can call our moving home team on 0345 303 3020. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.
• You'll need the following information to hand:
  • Your account details, including your account number and full address.
  • The date you're moving.
  • Meter readings for when you moved out. If you don't give us a read, we'll estimate your use or use readings from the next person who moves in.
  • Your new address and contact details.
  • If you've already moved in, your first meter readings (take them as soon as you get into your new home).
  • Details of who'll be taking responsibility for the property moving forward, for example the new occupier or the landlord if it was rented.
  • If you are have a prepayment meter we may ask for the settings on the front of the meter (don't worry we will talk you through these).

It’s easy to stay with E.ON. If you were supplied by E.ON in your old home and haven’t let us know you’ve moved out, just Answer a couple of questions in our "Moving home? Start here" section, then we'll take all the information we need about your move.

If you were supplied by E.ON in your old home and have already let us know you’ve moved out, just call us on 0345 303 3020 and we’ll be happy to supply you at your new home. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.

If you decide to leave us and have an outstanding balance, you can set up a fixed monthly Direct Debit to pay off your final bill in instalments. We’ll automatically cancel it once you’ve paid the final balance.

If you’ve already got a live Direct Debit set up, one of our advisors will cancel it and set up a new one to clear the final balance.

If you do set up a Direct Debit, please keep in mind that:

• You won’t be able to see your payment schedule or payments in your online account
• It can take up to 24 hours for your balance information to update following a payment

If you’d like to set up a Direct Debit to pay off your final balance, please call us straight away on 0345 052 0000. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.

If you've got a prepayment meter, fill out our prepayment moving home form.

If you were/are supplied by E.ON at the home you’re leaving, you’ll need to give us the following information when you get in touch:

• Your account details, including your account number and full address.
• The date you’re moving.
• Meter readings for when you moved out, if you would like us to read the meter we need at least 10 working days’ notice. If you don’t give us a read, we’ll estimate your use or use readings from the next person who moves in.
• Your new address and contact details.
• If you've already moved in, your first meter readings (take them as soon as you get into your new home).
• Details of who’ll be taking responsibility for the property moving forward, for example the new occupier or the landlord if it was rented.
• If you are have a prepayment meter we may ask for the settings on the front of the meter. Don’t worry we'll talk you through these.

If you’re moving into a house supplied by E.ON and weren’t supplied by us at your previous home, you’ll need to give us the following information when you get in touch:

• Your name, date of birth and contact details.
• Your new address.
• The address you’re leaving.
• The date you’re moving.
• If you've already moved in, your first meter readings - take them as soon as you get into your new home. If you don’t give us a read, we’ll estimate your use or use readings from the person who moved out.
• If the property is rented the landlord or letting agent details.
• The previous occupiers forwarding address, if known.
• If you have a prepayment meter we may ask for the settings on the front of the meter. Don't worry we'll talk you through these.

We recommend you let us know no later than 2 days after you move in to your new home.

You can do this by answering a couple of questions in our "Moving home? Start here" section, and we'll take all the information we need about your move. Alternatively you can get in touch by email or by phone.

Please have the following information about your account (which needs to be in your name) available when you contact us:

• your account number if you know it
• the address you're leaving
• your forwarding address
• the date you're moving
• your final meter readings (if you'd like us to read your meter we'll need at least 10 working days' notice). If you don't give us a read, we'll estimate your use or use readings from the next person who moves in
• contact details for the Landlord/Letting Agent at your new/old address if you rent
• the name of the new occupier at your old address if you know it

If you've got a prepayment meter, you can fill out our prepayment moving home form.

Of course but please make sure you have your final meter readings for your old home (if it was supplied by us) and your first meter readings for your new home (if it is supplied by us as well).

Yes, if your new property's also supplied by us. Your Direct Debit will continue to be taken on the same date.

However, if we need to make any changes to your Direct Debit payment (e.g. if your new home is bigger or smaller), we’ll let you know at least 10 working days in advance as part of the Direct Debit Guarantee.

If you were supplied by us in your old home, but you’re not currently in your new home, your Direct Debit will only take effect once we've taken over supply for your new home.

If you previously only had electricity or gas and we’ll now be supplying both, the amount of your Direct Debit will be reviewed. Our adviser will explain this to you during your call.

If you manage your account online you can view your bill within 24 hours of giving us your final meter readings.

If you don’t, you’ll receive your final bill within 7 days of calling us with your final meter readings for your old home.

If you pay by Direct Debit, the full value of your final bill will be taken on your usual date, after which your Direct Debit will be cancelled. Please don’t cancel your Direct Debit before this date.

If you don't pay by Direct Debit, you can pay your final bill online, or by using our automated telephone system on 0345 052 0000 and selecting option 1. Please have your E.ON account number, payment amount and card payment details ready. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.

• When you give us your final meter readings we’ll update your account and use these to work out and send you your final bill (if you managed your account online, we’ll send you an email to let you know your bill is ready to view in your account).

If your account is in credit

• If you pay by cash/cheque, we’ll need your final meter readings and a forwarding address. We can then send your refund as a cheque.
• If you pay by Direct Debit, we’ll need your final meter readings. We’ll then automatically refund your credit to your bank (please don’t cancel your Direct Debit before we do this).
• If you've got a prepayment meter, please give us a call, we need to check everything’s up to date. After we’ve talked to you, we’ll be able to send you any refund that you’re due.
• If your credit's over £1000, we’ll need to check this before we issue a refund, so this may take us a bit longer than 7 working days.

If your account is in debit

• If you pay by Direct Debit, the date we’ll take this payment from your bank will be shown on your bill (giving at least 10 working days’ notice).
• If you pay by cash or cheque, the balance will need to be paid by the date specified on the bill.

The easiest way is to complete the moving home form to let us know you’ve moved out and register for bill reminders. This way, bills are emailed to you and you can pay your final bill or check when your refund will arrive (if you’re in credit) online.

If you’d prefer to talk to us, just call us on 0345 303 3020 and you can give us your overseas address where we can send your final bill. Lines are open 8am to 8pm Monday to Friday, and 8am to 6pm on Saturdays.

We need your new address to send a final statement of your account and if you’re due a refund we can make sure that this sent as soon as possible, or if you owe us money so we can help make sure you know this is due and avoid unknowingly leaving a debt.

When you give us your final meter readings we’ll update your account and use these to work out and send you your final bill (if you managed your account online, we’ll send you an email to let you know your bill is ready to view in your account).

If it's a credit

We’ll automatically refund any credit you have on a final bill, as long as we’ve got the information to finalise your account. If there aren’t any current claims or refunds already happening on your account, we’ll get this out to you within 7 working days.

If your credit's over £1000, we’ll need to check this before we issue a refund, so this may take us a bit longer than 7 working days.

If you pay by cash/cheque

We’ll need your final meter readings and a forwarding address. We can then send your refund as a cheque.

If you pay by Direct Debit

We’ll need your final meter readings. We’ll then refund your credit to your bank (please don’t cancel your Direct Debit before we do this).

If you've got a prepayment meter

Please give us a call, we need to check everything’s up to date. After we’ve talked to you, we’ll be able to send you any refund that you’re due.

If it's a debit

If you pay by Direct Debit, the date we’ll take this payment from your bank will be shown on your bill (giving at least 10 working days notice).

If you pay by cash or cheque, the balance will need to be paid by the date specified on the bill.

If you have a Smart meter, you can find more information here.

Not a problem. If you have an E.ON smart meter, we can provide a new display. Just call us so we can check what type of meter you have and arrange for a smart technician to visit your property.

If you’re moving home, please leave your smart display at your property so the new householder can benefit from using it. You could leave it somewhere they can find it, such as a kitchen worktop or counter.

If you pay when you receive your bill, you'll start to get a bill every month once we're able to read your meter remotely. If you pay by Direct Debit, we'll send your bill out every three months to help you keep track of your energy use and what you're paying.