↓ When can I have an AMR device installed?

We offer a free AMR installation with every new Opal contract. If you’re already in contract and do not have an AMR you can either wait until your current contract renews with us or we can install one mid contract for a nominal charge. Please notify us that you would like an AMR meter installed well in advance of your renewal so that we can make the necessary preparations.

↓ How long does the installation take?

Usually around 20 minutes under normal circumstances and slightly longer if your meter needs to be exchanged.

↓ Will my gas supply be disrupted during an AMR installation?

In most cases there will be no disruption to your gas supply to install the AMR device. However, there may be some disruption if we need to change your meter in order for the AMR device to work.

↓ How does an AMR work?

We’ll supply an AMR device which sits on or next to your gas meter. This device records the volume of gas passing through the meter and regularly transmits its recordings by way of SMS to a central database for billing and analysis.

↓ Why should I choose an AMR?

• Consistency - Data is automatically sent between your business and ours, eliminating any shortfalls in data collection
• Accuracy - Your gas bills are based on actual readings, giving you more control over forecasting and budgeting
• Convenience - Meter readings are collected remotely, saving you time and hassle
• Knowledge - As an AMR gas user, you can access our online monitoring tools 24/7 enabling you to manage your gas in a more informed and intelligent way
• Control - You are able to set daily alerts as a way of controlling your gas costs and consumption

↓ Why have my invoices been cancelled and replacement invoices issued?

Very occasionally the information we hold on your meter and/or meter readings is incorrect. To ensure that you only pay for the gas you have used, we will cancel and credit your previous invoices and issue corrected ones for the same period. If you would like to discuss the reasons behind re-billing on your account please give us a call on 0330 400 4444 or contact us here

↓ Can I apply for reduced VAT and CCL relief?

VAT is usually billed at the standard rate however some businesses may be entitled to a reduced VAT rate and CCL relief if you meet certain requirements:
• If your gas supply is less than 4,397kWh per month
• If you are a charity with non-business use
• If your gas supply is classified as mixed use – where you use some gas for domestic/charitable use and some for business use. To find out if you qualify for reduced VAT and CCL relief please visit the HMRC website. For claiming reduced VAT, please download and complete our VAT declaration form here and then scan and send it to admin@opal-utilities.com

↓ What is CCL?

This is a tax on energy delivered to non-domestic users in the UK. Its aim is to provide an incentive to increase energy efficiency and to reduce carbon emissions. It is set by the government, not Opal. The CCL rate is subject to change every April.

↓ Why is VAT calculated at 5% on some bills and 20% on others?

If you use more than 145 kWh gas per day you will pay 20%. If you use less than this you will pay 5%. This can vary from bill to bill depending on your average daily usage for that period.

↓ What is our back billing policy?

We will always endeavour to ensure accuracy and transparency with our invoices however if there is a discrepancy we will work with you to resolve this. If you have any concerns, feel free to email us here or call 0330 400 4444.

↓ My billing address has changed, what do I need to do?

Simply get in touch to update your account details. This will not affect your contract. Email us here or give us a call on 0330 400 4444. If your supply address has also changed please click on Moving Premises.

↓ I am not using any gas, so why am I still receiving bills?

We may not know that you are not using gas and therefore would estimate your usage. Please submit an up to date meter reading here so that we only bill you for the gas you have used and the appropriate fixed charges. Fixed charges are passed to you (through Opal) from the gas transporters eg. National Grid and will apply as long as you have a gas meter and the facility to use gas – even if you have no usage. If you do not intend to use gas at the premises for the foreseeable future please let us know so that we can arrange a quote for the removal of your meter and the termination of your supply. Once your meter is removed you will no longer be liable for any fixed charges. Go to Siteworks or email us here for more information.

↓ How can I avoid estimated bills?

If you haven’t decided to install an Automated Meter Reading device then you can use our online form to send us actual meter readings every month between the 25th and the last day of the month.

↓ What do I do if my bill has been under or over-estimated?

Please ensure you submit a meter read to Opal between the 25th and the last day of the month so we can update your account and this will be reflected in your next bill. Installing an Automated Meter Reading device will put an end to estimated bills.

↓ I don’t understand my gas bill, can you help me?

Of course we can help! Email us here or give us a call on 0330 400 4444 and we will be happy to answer your questions.

↓ When will my invoice be produced and when will payment be due?

You will receive your invoice generally between the 4th and 7th of the month with payment due by Direct Debit 10 working days later.

↓ What are the Terms and Conditions of my gas contract?

Once you receive your contract from Opal you can find this in Part B of your gas agreement documentation.

↓ What does ‘Out-of-Contract’ mean?

If your contract is terminated you will be subject to 'Out-of-Contract' rates from the date your fixed term period ends until you agree a new contract with us or switch to another supplier. You can view our current 'Out-of-Contract' rates here.

↓ What does ‘Deemed Contract’ mean?

You will only be on a deemed contract if you move into premises that Opal supplies and you don’t have an active contract with us. To prevent interruption to gas supply you are ‘deemed’ to be supplied by the incumbent supplier, which in this case is Opal. You can view our deemed rates here. If you are currently on a deemed contract with us, please give us a call on 0330 400 4444 and we can arrange a much cheaper contract with you as soon as possible.

↓ How do I renew my gas contract?

You don’t need to do anything. We will try to ensure that you are never exposed to 'out-of-contract' rates. Sixty days before your contract end date we will send you a statement of renewal containing information about your new fixed price for the next 12 month period. As part of our commitment to Treating All Customers Fairly we offer our best prices to both new and renewal customers.

↓ What happens if I do not terminate my contract?

Your fixed term gas contract will renew for a further 12 months and you will have a new fixed price which can be found on your statement of renewal.

↓ How do I terminate my gas contract?

You can terminate with effect from your contract end date by confirming in writing any time before your termination date. We accept the following methods:
• Write to us at Opal Gas Limited, PO Box 818, Harrogate HG1 9XE
• Email: admin@opal-utilities.com
We will check the details of your supply agreement and reply to you with a written confirmation of acceptance, if the termination notice was submitted within the appropriate timescale. Please note that until Opal Gas confirms as such (or otherwise) by email, no termination notice can be deemed as logged or acknowledged. If your contract is terminated and you continue to use our gas after your end date without agreeing a new contract, you will be subject to 'out-of-contract' rates until a new contract is arranged.
* Your termination date and contract end date can be found on your gas bills.

↓ What is my Termination Date?

This is the latest date at which you can terminate your gas contract should you not wish to renew. You can find this date on your gas bill or feel free to call us on 0330 400 4444.

↓ What is my Contract End Date?

You can find this on your gas bill or give us a call us on 0330 400 4444.

↓ After receiving my bill, when will funds be taken out of my account?

Ten working days after the date of your Opal invoice.

↓ I have changed my bank details. How do I alter my existing Direct Debit details?

Please call us on 0330 400 4444 or email admin@opal-utilities.com with your new bank details.

↓ How do I set up my Direct Debit

Contact us here

↓ How often is my meter read by Opal?

If you have an AMR (Automated Meter Reader) device then your meter readings are collected remotely every day. If you don’t have an AMR device, we are legally obliged to appoint a Meter Reading Agency to visit your premises and manually read your meter. How often the Agency come to read your meter depends on your yearly gas usage.

↓ What is a Meter Serial Number (MSN)?

This can be found on the front of your gas meter and is also shown on your bill. It usually contains a combination of numbers and letters. It is unique to the gas meter and will change if your meter is exchanged. Please let us know if the MSN on the front of your gas meter does not match the MSN shown on your bill.

↓ What is a Meter Point Reference (MPR)?

This is a unique number allocated to each gas supply which helps it to be identified in the industry. The number is up to 10 digits long and can be found on your gas bill. It represents your gas supply point and does not change even if the gas meter at that supply point is exchanged.

↓ How do I read my gas meter?

Please see our 'Meter Reading Help Guide' for assistance and advice on the following page here. If you are still unsure simply take a photo of your meter display and email it to admin@opal-utilities.com. If you have an AMR (Automated Meter Reader) device then you don’t have to send us meter readings every month to receive accurate bills.

↓ When should I submit my meter reading?

If you would like your next bill to be based on your actual meter reading then please provide this to Opal between the 25th and last day of the month. Meter readings provided outside of this window will still be recorded on your account and used to improve the accuracy of any estimated readings we may need to use. If you have an AMR (Automated Meter Reader) device then you don’t have to send us meter readings every month in order to receive accurate bills.

↓ How can I provide a meter reading?

If you have an AMR (Automated Meter Reader) device then you don’t need to send meter readings every month in order to receive accurate bills. Otherwise, there are a few ways to submit your meter reading: Use our online form; Email admin@opal-utilities.com with:
• Your name
• Company name
• Meter reading
• Reading date
• Account Name/Customer Account Number

Alternatively, call us on 0330 400 4444 with the above information.

↓ Under what circumstances can my gas supply be cut off?

There are two reasons why your gas supply may be cut off. Disconnection could occur if a qualified engineer believes there is a health and safety risk. Opal will always endeavour to assist clients with debt issues and disconnecting a gas supply would always be considered our last resort. This is not something we would wish for our customers; if you are having problems paying your bill we would urge you to get in touch with our credit control team on 0330 400 4444 who will work with you to find a resolution. If we are forced to disconnect your gas supply we will never do it without communicating with you and we always follow strict Ofgem regulations.

↓ I think my meter is faulty, what should I do?

Please give us a call on 0330 400 4444 or email admin@opal-utilities.com and we can discuss the problem. We can arrange meter exchanges and meter accuracy tests (explained on our Siteworks page). We will handle your enquiry and provide a quote for the work (if required).

↓ How do I disconnect my gas supply?

If you no longer require a gas supply to your premises because you are changing from gas to a different fuel source or are refurbishing/demolishing the premises then please call us on 0330 400 4444 or email us at admin@opal-utilities.com. We can arrange for a qualified engineer to visit your site and permanently disconnect your gas supply. Visit Siteworks for more information on the services we can offer.

↓ How do I get a new gas connection or modify my existing connection?

Please contact customer services on 0330 400 4444 or email us at admin@opal-utilities.com with your requirements. Visit Siteworks for more information on the services we offer.

↓ If there is a delay to my meter being installed, will I still be charged on the daily standing charge if my supply contract is live?

Once the supply is registered with Xoserve and shows the Confirmation Effective Date, you will be liable for standing charges even if a meter has yet to be fitted. To avoid this we require at least 21 days notice before the agreed supply start date/meter installation to cancel supply nomination.

↓ I would like to transfer away from Opal to an alternative gas supplier. What do I need to do?

Firstly, please do give us a call to discuss your reasons for leaving. Call 0330 400 4444 or email admin@opal-utilities.com. If you still wish to switch away from Opal Gas at the end of your contract period you will need to advise us before your termination date and also clear any outstanding balance. Your termination date can be found on your bill.

↓ What do I do if I am unable to resolve the objection placed by my current supplier?

Please contact us and we will try our best to help if we can. If you have an energy broker they may also be able to assist you. Email admin@opal-utilities.com or call us on 0330 400 4444.

↓ What do I need to do if my current supplier objects to the transfer?

You will need to contact your current supplier to discuss the reason for the objection. If you are able to resolve the matter you will need to let us know so that we can make another attempt to transfer your supply. You can keep us updated by emailing admin@opal-utilities.com or call us on 0330 400 4444.

↓ Can anything delay my transfer?

Your current supplier could raise an objection to the transfer of your supply which would cause a delay. Typically we will receive objections if you haven’t terminated your contract with your current supplier or paid off all outstanding debt. If this happens your current supplier should notify you. Occasionally we also experience industry registration rejections. If this happens we will contact you to advise you on the next steps.

↓ How do I know if my supply has transferred to Opal?

Upon a successful transfer to Opal we will send you a welcome pack as confirmation. If you would like to check the status of your transfer please call us on 0330 400 4444 or email admin@opal-utilities.com.

↓ When is my transfer date?

After receiving your signed gas supply agreement we will confirm your transfer date via email as soon as possible.

↓ Do I need to provide a transfer meter read to you?

Yes please. We need you to submit a reading to us as soon as possible around your transfer date, this ensures your invoices are as accurate as possible from the very start. Please provide this reading no later than 4 days after your transfer date. You can submit your reading here.

↓ How long does it take to transfer my supply to Opal?

The minimum transfer time is 15 calendar days. If you would like to discuss specific transfer dates give us a call on 0330 400 4444 or email admin@opal-utilities.com.

↓ How do I switch to Opal?

Simply go to the How Do I Switch page for more information.