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Doing the job well

At Bulb, we want to provide our members with brilliant service. An important part of this is helping out when members have a problem with their electricity or gas meter, for example when you think one might not be working properly. This page explains the commitments we make to our members for this sort of work. It also explains the compensation our members are entitled to when we fall short of these commitments.

Meter Appointments

If you contact us to book a visit from an engineer, we'll use an engineer from one of our partner companies to carry out this work – for example, replacing your meter.

We will:

  • Give you an appointment slot within working hours that isn’t more than 4 hours long.

  • Stick to this appointment, unless you need to cancel or we need to rearrange.

  • Give you at least 1 working day’s notice if we do need to rearrange, unless you give us written consent that you’re happy with less. We may need to rearrange if engineers are needed for other urgent, emergency jobs on the day.

  • Try to accept a request for a specific date. We will not unreasonably decline these requests unless your request is Out of Hours (OOH) or for a 2 hour time slot.

  • Make sure the engineer has the right equipment and skills to carry out the work.

And if we don't:

If we don’t do any of the steps listed above, we’ll credit your Bulb account with £30 within 10 working days. If we fail to do that, we’ll credit your account with a further £30.

How we’re doing

QuarterCasesBreachesBreaches as a % of cases
Q1 202057,7772,2883.96%
Q2 20209,8263123.18%
Q3 202050,2281,9563.89%
Q4 202061,7123,8386.22%
Q1 202159,4393,4405.79%

Faulty credit meters

Members who pay for their energy monthly by Direct Debit have ‘credit’ energy meters. While it’s rare, sometimes these meters can be faulty. If you contact us to tell us that your meter might be faulty (for example, running too fast), or provide information (for example, meter readings) that could indicate your meter is inaccurate, we’ll look into it.

We will:

  • Check your meter within 5 working days. We might also check your readings against the readings we would expect from your meter, ask you some questions about your usage or any new appliances, or ask you to carry out a simple home test.

  • Take appropriate action to fix the meter, if we agree it’s faulty, within 5 working days. This might involve sending an engineer to your property, or, if your meter is smart, fixing it remotely.

  • Offer to confirm the results of our initial check and any recommended next steps in writing (for example, by email), within 5 working days of you telling us about the problem.

And if we don’t:

If we don’t do any of the steps listed above, we’ll credit your Bulb account with £30 within 10 working days. If we fail to do that, we’ll credit your account with a further £30.

How we're doing

QuarterCasesBreachesBreaches as a % of cases
Q1 20206922.90%
Q2 202022100%
Q3 20206146.56%
Q4 202015795.73%
Q1 202120983.83%

Faulty prepayment meters

Members who top up for their energy have ‘prepayment’ energy meters.

While it’s rare, these meters can sometimes be faulty. If you contact us to tell us that your meter might be faulty (for example, running too fast), or provide information (for example, meter readings) that could indicate your meter is inaccurate, we’ll look into it.

If you have no electricity or gas we will work to reestablish your energy supply. We will:

  • Get your electricity or gas back on remotely. For example, we might give you a top-up code to collect at a shop, OR

  • Send a meter engineer to get your electricity or gas back on.

  • Do this within 3 hours on a working day, or 4 hours on a non-working day.

If you still have electricity and/or gas, we will:

  • Help you to check your meter within 5 working days. We might check your meter readings against the readings we would expect from your meter, ask you some questions about your usage or any new appliances, or ask you to carry out a simple home test.

  • Take appropriate action to fix the meter, if we agree it’s faulty, within 5 working days. This might involve sending an engineer to your property, or, if your meter is smart, fixing it remotely.

  • Offer to confirm the results of our initial check and any recommended next steps in writing (for example, by email), within 5 working days of you telling us about the problem.

And if we don't:

If we don’t do any of the steps listed above, we’ll credit your Bulb account with £30 within 10 working days. If we fail to do that, we’ll credit your account with a further £30.

How we’re doing

QuarterCasesBreachesBreaches as a % of cases
Q1 20203,898441.13%
Q2 20201,64760.36%
Q3 20202,60550.19%
Q4 20203,9071112.84%
Q1 20214,3761733.95%

Erroneous transfers (switching by mistake)

If you are incorrectly switched to us without your consent, we will pay you £30. If we don’t resolve the incorrect switch as set out below, we will pay you an additional £30. If you, or your energy supplier, get in touch with us to let us know your energy supply has been incorrectly switched to or away from us without your consent, then we will agree with the other supplier involved whether or not the transfer is incorrect within 20 working days.

If the switch is incorrect, we will:

  • Provide you with written confirmation (a letter or email) that your energy supply will be put right. For example, you’ll stay with your chosen supplier or be transferred back to them.

  • Switch you back to Bulb if you’ve been incorrectly switched away, within 21 days of confirming the incorrect switch with the other supplier involved.

  • Pay you £30.

If the switch is correct, we will:

  • Provide you with written confirmation (a letter or email) of our result.

Find out more about erroneous transfers and why they happen.

Delays to your switch

If you’ve signed up to join Bulb, we must switch you over to us within 15 working days of getting all the correct information about your switch. If we don’t do this, we’ll pay you £30.

Sending your final bill

If you’ve closed your account with us, for example by switching to another supplier, or by letting us know you’re no longer responsible for the property, then we will send your final bill within 6 weeks of your account closing. If we don’t do this, we’ll pay you £30.

Refunding your final credit balance

If you’ve decided to switch to another supplier and you still have outstanding credit in your account after paying your final bill, then we’ll refund this credit balance to you within 10 working days. If we don’t do this, we’ll pay you £30.

Regional electricity and gas network outages

If your electricity or gas network operator carries out work that leaves you without power for an extended period of time, they may need to pay you compensation. Sometimes, we might need to pay this compensation to you on their behalf. We will pay this within 10 working days. If we don’t do this, we’ll pay you £30.

You can look up your network operator by postcode.

Paying compensation

If any of the above situations apply to you, then we pay you £30 within 10 working days. If we don’t make the payment within 10 working days, we’ll pay you another £30.