FAQs

Below are some frequently asked questions and answers, if they do not help you with your enquiry then please feel free to contact us.

What is the relationship between Ebico Living and Octopus Energy?

Octopus Energy is our chosen supply partner. Under the rules of Ofgem, the energy supply market’s regulator, electricity and gas must be delivered to your meter by a licensed supplier; so our partnership with Octopus Energy enables us to work with them to deliver energy to you. This means that Ebico Living customers will have an energy supply contract with Octopus Energy. They will also be the company that arranges meter readings, sends out your bills and statements, and collects payment on our behalf.

How often will I get a bill?

In order to avoid estimated bills and to provide you with the accurate bills, every month, you will receive regular reminders to submit meter readings. Within the next 48 hours of submitting your readings, you’ll receive a bill based on your actual energy consumption. If you don’t send the meter readings over three months, you’ll automatically receive an estimated bill.

If you’d like to receive a bill new more frequently, just submit a new meter reading. Every time you provide a meter reading the system will automatically produce an updated bill for you.

If you have opted in to pay on receipt of bill, please remember to send your monthly meter readings in order to receive an accurate bill. Otherwise, the bill will be estimated.

If you have a smart meter then you will be able to chose when to receive your bill and the bill will be produced every month for you based on your consumption.

If you use a pre-payment meter, you won’t get a bill, instead, you will receive an annual statement of account.

When will you take my first Direct Debit payment?

Your first Direct Debit payment will be taken on the date you complete your switch to one of the Ebico Living’s energy plans. All subsequent payments will be taken every month on the day you have chosen.

Having a small credit on the account from day one, helps with managing your account balance. If you’re using more energy than we expect, your account won’t fall into debt early on.
If you see that you’re building up a large amount of credit, you can easily amend the amount you pay via your online account portal.

How often will my meter be read?

If you don’t provide your meter readings for several months, or you are on the Priority Services Register then a meter reader will be sent to your home to take the readings.

The meter readings are collected by two independent companies, called TMA and Lowri Beck. Their engineers will be wearing branded uniforms featuring TMA’s or Lowri Beck’s official logo.

What is the Warm Home Discount?

The Warm Home Discount Scheme is a government scheme that gives extra help to people struggling with their energy bills. If you’re eligible you’ll get a one-off payment of £140 off your electricity bill between October and April.

Ebico Living, with our supply partner Octopus Energy, are part of the Warm Home Discount Scheme for both Core and Broader groups.

For more information on this scheme and to check your eligibility, please check our Warm Home Discount Page.

I have a smart meter, can I still switch to you?

If you have a SMETS2 meter, we can to connect your meter and automatically take the meter readings every month.
If you have an older generation SMETS1 meter, we can connect only to the meter manufactured by Secure™.
After your switch is completed, we will automatically try to connect to your SMART meter. However, we still may ask you to send your first meter readings manually.

If we are unable to connect to your SMETS1 meter, it will become “dumb” and work as a standard meter. This means that you’ll have to send us your meter readings manually.

Across the industry, SMETS1 meters are in the process of being upgraded to stay smart when you switch supplier. We will be in contact to let you know when we’re able to upgrade your meter and make it smart again.

I currently don’t have a SMART meter. Can I get one?

Smart meters are the next generation of gas and electricity meters. SMART meters are convenient as you do not have to provide meter readings manually anymore. Instead, we will collect the meter reading automatically and provide you with an accurate bill every month. Through your In Home Display (IHD), you are able to track your energy consumption live and potentially save money. SMART meters also enable energy suppliers to create innovative energy plans tailored for different lifestyles.

Due to Covid-19 our supply partner has not been sending engineers to customers’ homes for routine smart meter appointments. In line with the government’s advice, we they’re now slowly increasing the installations over the next few weeks as they bring in new steps to keep engineers and our customers safe. For full details of the steps they’re taking to prevent the spread of the virus, please visit their Covid-19 policy.

Once you’ve registered your interest, our supply partner’s team will be in contact when an appointment in your area becomes available. Currently, they will be moving with a lot of caution over the next few weeks to minimise the risk of spreading Covid 19, so we ask our customers for patience and understanding. It’ll take some time before the SMART meter installation is fully back up to speed.

Very occasionally, it won’t be possible to install a smart meter for reasons outside of our supply partner’s control. For example, if you live near a Royal Air Force Base, we may not be able to install a smart meter because they can interfere with their communications. To be clear, situations like this are pretty rare!

Can Ebico Living supply my business?

Unfortunately, we do not have an energy plan for businesses. We can only supply domestic addresses.


FAQs for customers transferred to British Gas by Robin Hood Energy.

My credit hasn’t been transferred / BG have increased my Direct Debit

As a part of the closure of our former supply partner, Robin Hood Energy, customers had their energy accounts, including any credit or debit, transferred to British Gas.  If you believe that a mistake was made, please call British Gas on 03332 029 878 (for credit customers) or 03330 095 777 (for prepay customers).

I switched to another supplier but still didn’t receive my credit back. When will I get it back?

As a part of the closure of our former supply partner, Robin Hood Energy, customers were transferred to British Gas.  Those that did not wish this to happen were able to switch to an alternative supplier of their choice.  Under this latter process, the customer’s opening meter reading with their chosen new supplier is also used to calculate their final payment to, or credit from, Robin Hood Energy.  If you believe that, as a result of this process, you have monies owing to you, then you should contact the official Administrator for Robin Hood Energy (details here).