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Q: Unusually high bill, what can I do?
A: If you think your bill is too high then follow these simple checks to identify the possible cause.
  • Is your hot water cylinder overflow leaking?
  • Has the thermostat on your hot water cylinder been turned up?
  • Do you have new appliances such as a clothes drier, heater, electric blankets, spa pool?
  • Have you had more people residing at home or a new addition to the household?

All these factors can make an impact on your bill. Your local plumber can check out your hot water flow and water cylinder.

If you are still at a loss to identify the reason for your high bill then please call 0800 300 400 Monday to Friday 8am to 8pm and our Customer Care Team can check on the readings taken.
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Q: Is gas cheaper to run than electricity?
A: In some cases, yes. Although the initial spending on gas appliances may be higher than for electrical appliances, they are usually more cost effective to operate and maintain, resulting in lower costs overall in the long term. The cost savings of gas compared to electrical appliances can be significant.

 
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Q: What is an Advanced Meter?
A: An Advanced Meter is new metering technology that enables us to remotely read metering data from your property.  Unlike your current meter, this means we are able to read your actual usage remotely without sending a meter reader to your property.  It also means that you will receive a bill each month based on actual usage so you can say goodbye to estimated reads.
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Q: How do I join Brownie Points?
A: Entry into Brownie Points is available to Genesis Energy residential customers that meet the Brownie Points eligibility criteria (refer to Brownie Points Terms and Conditions). If you are eligible you will be automatically registered to earn Brownie Points (at no cost). As a registered member you will receive an update of the number of Brownie Points in your Brownie Points Account on your Genesis Energy Bill and when you log into My Account.

 

 

 
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Q: How many Brownie Points do I need to purchase a reward?
A: You can use your Brownie Points to choose from every available reward on the Brownie Points shopping page.  Rewards range in Brownie Points value but all you need is the required amount of Brownie Points available in one account to purchase the reward.
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Q: What information do I need to let you know when I am moving properties?
A: When moving properties you will need to let us know the following information:
  1. The date you plan on moving.
  2. A final meter reading from the property you are moving out of. You can either ring this in, or for a small fee we can arrange for someone to come out and read your meter.
  3. A forwarding address for us to send you the final bill for your old home.
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Q: How does a Day\Night Meter work?
A: Offers 24hr supply with a cheaper night rate from 11:00 pm* and 7:00 am.

The meter has two rates for the two time periods:

  • N - (normal \ day) reads the electricity used between 7am and 11pm*
  • L - (low \ night) reads electricity used between 11pm* and 7am

At 11 pm* a control relay will switch the meter to L; so that electricity used until 7:00 am will be registered on part of that meter and the reverse will happen at 7:00 am.

Please be aware not all meter types are available in all areas.

*For customers in the Orion network, this will be 9pm.
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Q: What are Brownie Points?
A: Brownie Points is a loyalty programme provided by Genesis Energy. You earn Brownie Points not just for what you spend, but also for things you do – such as paying on time and opting to receive your bill online.
Once you have earned enough Brownie Points you will be able to spend them on rewards.
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Q: When did the Brownie Points programme start?
A: Brownie Points was launched on 1 October 2008.
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Q: Who do I contact about Brownie Points?
A: You can contact us on 0800 300 400 Monday to Friday, 8am – 8pm (excluding public holidays).

 
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