Our service to you

Launched by Barking and Dagenham Council in partnership with Robin Hood Energy as the licenced energy provider, we are here to offer low-cost gas and electricity to all homes in London and the Eastern region.

Beam Energy doesn’t exist to make a profit

Unlike the Big Six energy companies, we don’t have shareholders or pay bonuses, which means we can keep our prices low and competitive. Our pricing is fair and transparent, and our tariffs are easy to understand.

We want to help you save money and manage your bills

From the moment you switch to Beam Energy, our friendly and knowledgeable UK-based Customer Service Officers will always offer our best and cheapest tariff to suit your needs.

We also make sure we do our bit for the good of the planet and are proud to say 100% of the electricity we provide is certified as being sourced from UK-based solar and wind generators. We actively look for opportunities to support new schemes but most of our energy will be provided from existing UK-based projects. Just another example of how we’re choosing to be different.

Your benefits and our commitment to you

At Beam Energy we are committed to delivering an excellent service and helping you manage your energy use with ease and confidence. Our customers benefit from low prices, discounts for accounts managed online (for Direct Debit and receipt of bill customers) and energy saving tips. Our standards of service give you help and safety advice to ensure you get the most out of your energy account.

We put our customers at the heart of what we do. There are no hidden costs, we are open and honest, and we will do our best to help you every step of the way.

We offer:

  • UK-based call centres and a freephone telephone number
  • energy delivered simply and honestly
  • a discount for Direct Debit and receipt of bill customers who manage their account online
  • 100% green electricity tariffs

Our service standards cover both the standards we will deliver as a business, alongside the Guaranteed Standards of Performance that are required by the government and the industry regulator, Ofgem. These standards underpin our service and provide the framework for all our business activities, ensuring we provide you with a positive customer experience, value for money and a fair and clear billing process.

If you have a problem or query, we will aim to resolve this as quickly as possible. There are a number of ways you can get in touch with us:

How to make your home more energy efficient

Being smart with how you use your energy can help make a big difference to both your bills and the environment. Here at Beam Energy, we can offer you advice to help make your home more energy efficient so your bills are lower. By making a few small, simple changes around your home you can reduce your energy consumption and quickly start saving money.

Just follow these simple steps to start saving money

  1. Turn the heating down a bit. When you reduce your thermostat by just 1°C, you could save around £85 – £90 and 310 – 360kg of carbon dioxide per year.
  2. You can save around £30 a year just by remembering to turn your appliances completely off instead of leaving them in standby mode.
  3. Turn your lights off when you’re not using them. If you switch a light off for just a few seconds, you will save more energy than it takes for the light to start up again, regardless of the type of light. This will save you around £15 on your annual energy bills.
  4. Drying clothes outdoors on a washing line or indoors on a rack costs nothing and uses no energy so it’s a much cheaper way to dry your clothes. If you do need to use a tumble dryer, choose one with a good energy rating such as an A rating.
  5. Cut back on your washing machine use by one cycle per week and save £5 a year on your energy bills and a further £8 a year on metered water bills.

The figures below are calculated using models or are based on evidence of field trials of products. The amount of money that can be saved will differ from household to household.

Source: The Energy Saving Trust

You may also be entitled to financial assistance towards the cost of insulation and heating improvements depending on your circumstances. To find out what help and support you may be entitled to, further information is available from:

The Energy Saving Trust

Ways you can pay for your energy consumption

At Beam Energy, we want to make things as simple as possible and paying for your energy use is no exception.

Here are the ways that you can pay for your energy services:

  • Direct Debit. Our monthly fixed Direct Debit and monthly variable Direct Debit options make it easy to pay by automatically paying your fixed or billed amount each month.
  • Online. If you haven’t already, you can register for an online account and pay your bills this way. If you pay monthly or on receipt of your bill, you’ll get an annual discount of £22.50 per fuel if you manage your account online and go paperless.
  • Credit/Debit card. Call us to make a payment on 0800 953 4555 or pay online.
  • Cash Payment. You can pay by cash at any Post Office or Paypoint outlet. Please remember to take your bill with you to the Paypoint outlet. Your bill has a bar code on it which you will need when paying.

Getting help to pay your bill

If you, or someone you care for, are finding it difficult to pay, please contact us for advice. Our Customer Service Officers will listen, take into account your individual circumstances and advise you on the payment options available.

We can help by:

  • setting up an arrangement to pay an agreed amount weekly, fortnightly, or monthly, to help you repay what you owe in manageable instalments.
  • installing a Pay As You Go (PAYG or prepayment) meter.
  • telling you about fuel direct. This is a payment scheme that enables you to pay your energy bill directly from your means tested benefits.

What happens if you don’t contact us and don’t pay?

Taking further action is the last thing we want to do, so it’s really important you contact us if you think you might struggle to pay your bill, so we can do all we can to help.

Just pick up the phone and call one of our Customer Service Officers on freephone 0800 953 4555 Monday to Friday, 8am to 8pm and Saturday, 9am to 5pm.

If you don’t pay your bill and we don’t hear from you, we will try to contact you. If you don’t respond to us, or you fail to stick to an arrangement we have made with you, we may be forced to take further action. This may include installing a Pay As You Go meter in your home or passing your account to a debt collection agency.

Remember, it is always best for you to contact us as soon as you start struggling to pay your bill so that we can try and help.

If you don’t pay, and we are unable to install a PAYG meter, we can disconnect your supply. We will not disconnect during the months of October to March if you are of pensionable age and live alone, or with other people that are all of pensionable age or under the age of 18.

We will also take all reasonable steps not to disconnect during the months of October to March if anyone living in your home is disabled or has a long-term illness.

Remember, if you are having problems managing your bills, call one of our Customer Service Officers on freephone 0800 953 4555 as soon as possible. We are open Monday to Friday, 8am to 8pm and Saturday, 9am to 5pm.

Your safety and what to do in emergencies

Helping you stay safe

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services emergency line immediately on 0800 111 999 (24 emergency line).

Also:

  • Open all doors and windows to ventilate the property.
  • Do not turn on/off any electrical switches.
  • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition.
  • If there are any electrical security entry phones/locks in the property, please do not use them and open doors/windows manually.
  • All gas appliances need an adequate air supply to operate safely and must have a flue to remove the waste gasses from the property.
  • Make sure that air vents in doors, windows or walls are not blocked and that the flue from the fire or boiler does not become blocked or obstructed.

Important Safety Checks

Never:

  • use a gas appliance if you think that it is not working properly
  • cover an appliance or block the convection air vents
  • block or obstruct any fixed ventilation grills, air bricks or outside flues

Warning signs:

Your gas appliance may not be working properly if you notice:

  • yellow or orange coloured flames rather than blue flames (except in fuel-effect fires)
  • soot or yellow/brown staining on or around gas appliances
  • pilot lights that frequently blow out
  • increased condensation on the inside of windows

Gas safety checks

The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings checked for safety annually by a Gas Safe registered installer. At Beam Energy, we may be able to offer a gas safety check for you which will be carried out by a fully qualified engineer. This service will be free for customers who own and occupy their home, are in receipt of means tested benefits, have not had a gas safety check in the last 12 months and:

  • live with at least one child who is aged under 5 years, or
  • are over 60 years of age, disabled or chronically sick, and:
    • live alone or
    • live with others, all of whom are over 60, under 18, disabled or have long term health issues

Source: The Health and Safety Executive

For more details, please contact us on 0800 953 4555 between Monday and Friday, 8am to 8pm or Saturday, 9am to 5pm.

If during a gas safety check the engineer finds that an appliance is dangerous, it will be condemned and cannot be used until it is repaired or replaced and no longer poses any further danger. If this happens, and you need support or advice, you can call the Gas Safe Register enquiry number on 0800 408 5500 between Monday to Thursday 9am-5.30pm and Friday 9am-5pm.

Alternatively, visit their website at www.gassaferegister.co.uk

Help guard against carbon monoxide: ‘the silent killer’

You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. Carbon monoxide gas can be produced by faulty gas appliances, so to ensure your home is safe, you will need to be aware of the following risks:

  • Your gas appliance has not been properly installed.
  • The gas appliance is not working properly or has developed a combustion fault.
  • Your gas appliance has not been regularly maintained by a Gas Safe registered engineer.

Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all or any of the following:

  • Recurring headaches
  • Nausea, sickness or stomach pains
  • Dizziness
  • Tiredness or drowsiness
  • Chest pains
  • Visual problems

Symptoms may come and go, for example, improving when you are away from home or when the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide poisoning may be the cause.

For further information and advice on the dangers of carbon monoxide poisoning, please visit www.co-bealarmed.co.uk

Help, advice and service

We want you to have all the information you need to hand, so to help you get the most from your account with us, our help and advice section is full of useful material, including energy tips and advice. If you can’t find something, let us know so we can put it right.

Our Priority Services Register

We want to ensure that all our customers receive the best possible service to meet their needs. If you have special requirements, you may want to add your details to our Priority Services Register. The Priority Services Register is a list of customers who qualify for additional support.

We want to ensure that all our customers receive the best possible service to meet their needs. We can give you extra help for free and add you to our Priority Services Register if you:

  • are of pensionable age
  • have a disability
  • have long term health issues
  • are a vulnerable customer, for example, if you can’t top up your prepayment meter due to injury

These are some of the free services that we can provide to our Priority Service Register customers:

  • You can agree a password that can be used for you to identify any person working for us or for your gas or electricity network company. All you need to do is choose a password (make sure it’s something no one else can guess) then call us on 0800 953 4555 and let us know what it is and we will make sure anyone from Beam Energy visiting your home can confirm it to you.
  • You can send your bill or statement to any person you nominate as long as that person has agreed to receive it for you.
  • If no-one at your home is able to read the meter your supplier can arrange for a quarterly reading and inform you of the reading.
  • If your meter is difficult to access and you can’t read or insert your payment card/key, we may be able to arrange for the meter to be relocated.

If you’re visually or hearing impaired we also provide the following support to help you manage your account:

  • Large print or Braille bills. You can choose to receive your electricity and/or gas bills and statements in large print or in Braille, for free.
  • Audio Bills. You can choose to receive your electricity and/or gas bills and statements in audio format.

If you would like to receive these, or any of our other support services, just call us on 0800 953 4555.

For customers who are deaf or have hearing difficulties, Beam Energy are able to offer free advice and support for those who have the necessary equipment installed.

Helping you to feel safe

We take your safety seriously. The Beam Energy representative that visits your home will have the necessary skills to do the job that they are visiting you for. They will also be able to tell you about where you can find help and advice on your energy supply.

  • Check their ID: Our representatives always carry identification cards. Don’t worry about asking to check their card carefully as genuine representatives of Beam Energy won’t mind at all.
  • Call us: If you’re unsure that someone who’s come to your home really is a Beam Energy representative, please call us on 0800 953 4555 before you let them in and we’ll be happy to check their details.

Finding the information you need

Got a question? Need advice or help with your energy account? You can find the answers to frequently asked questions in help and advice.

How did we do?

At Beam Energy, we’re committed to making sure you receive an excellent service from us and strive hard to get things right first time for our customers. However, we know that occasionally we may get things wrong, so if there’s a problem just give us a call and we’ll make sure we put things right for you as quickly as possible.

If you decide to make a complaint about any aspect of our service, please rest assured that we’ll take your complaint seriously, work hard to resolve the problem and learn from your feedback to improve the way we deliver our services in the future. We’ll keep you informed throughout the complaints process so that you know what is happening every step of the way.

If your complaint relates to a problem with the delivery of your gas or electricity, we will pass it on to your network supply operator to investigate as they are responsible for your supply network.

Tell us if you’re not happy.

If you’re not happy with our service, get in touch straight away.

You can do this by:

If we can’t sort out your query straight away, we’ll aim to get back to you by the following day. If you email us or write to us, we’ll aim to get back to you by the next working day.

To resolve your complaint, we will:

  • give you an explanation of what went wrong
  • put things right quickly
  • apologise if we’ve made a mistake
  • offer compensation (if it’s appropriate)

If you’re still not happy

We’ll talk to you about how we can work together to sort your complaint out. You can also ask us to undertake an internal review of how we’re handling your complaint.

We’ll work hard to try and get a result that you’re happy with, but if you’re not, we’ll look into things again and you’ll receive what is called a ‘final response’ (also known as a deadlock letter). This stage means that we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested and give you contact details for the Energy Ombudsman should you wish to take it further.

Our complaint process

The Energy Ombudsman

This is an independent organisation that offers a free service to help resolve things between us once you’ve received a final response from us; or if eight weeks have lapsed since you made your complaint and things haven’t been fixed. They will make their independent decision, and if you agree, we have to act on what they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.

You can contact the Energy Ombudsman by:

To find out more about the Energy Ombudsman visit www.ombudsman-services.org/energy

Contact us

Getting in touch with us at Beam Energy is easy.

  • Call freephone 0800 953 4555 between Monday to Friday, 8am to 8pm and Saturday, 9am to 5pm
  • Write to us at Beam Energy Customer Service Team, PO Box 10461, Nottingham, NG1 9JS
  • Please include your details, including your account number, on all correspondence.
  • Email us at help@beamenergy.co.uk

If you have a gas or an electricity emergency

  • Gas Emergencies: If you smell gas, or think you have a gas leak, please call the Gas Emergency Services immediately on 0800 111 999 (24 hour emergency line)
  • Electricity emergencies: Your electricity network operator looks after the safety and security of your electricity supply. Please contact one of the operators below in the event of an electrical emergency or power outage.

The Energy Networks Association have an online postcode checker to help you identify your energy distributor, or the following information will help you contact the right organisation in the event of a power cut in your area. The two areas that Beam Energy covers are:

Map and contact information kindly provided by the Energy Networks Association – www.energynetworks.org

Further help and support

We hope in the first instance you’ll come to us if you need any help.

If you’re having difficulty paying your energy bills, please let us know immediately – we’ll do everything we can to help you. Together we can look at the best payment options to suit your circumstances.

Call us on freephone 0800 953 4555 between Monday to Friday, 8am to 8pm and Saturday, 9am to 5pm.

Independent organisations that offer support if you need it

Citizens Advice (CAB) Consumer Helpline

It’s easy to get free, independent advice so that you ‘know your rights’ as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills.

To ‘know your rights’ visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service.

You can contact them via phone, for England call 08444 111 444, for Wales call 03444 772 020 and for Citizens Advice Scotland, call on 0808 800 9060.

StepChange

They offer free advice and help with overcoming debt problems.
• Call 0800 138 1111
• Visit www.stepchange.org

The Energy Saving Trust

The offer independent, free, expert advice to help you save energy and reduce your bills. They also offer energy saving tips and can help with finding energy grants:

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