Our service

Proud to be different




White Rose Energy: Proud to be different from other energy companies

White Rose Energy was launched by Leeds City Council as a not-for-profit partnership with a licensed energy supplier called Robin Hood Energy. Our primary aim is to offer the best available energy prices to all residents in our region and to excel when delivering services to our customers.

Although all customers are of equal importance, we know that low income families can sometimes struggle financially so we try particularly hard to ensure that our Pay-As-You-Go tariffs are market leading.

White Rose Energy is special because it’s backed and run by a local authority with the purpose of creating an energy provider that customers can trust to always work tirelessly to give them the energy deals they deserve.



Our commitment to you

White Rose Energy are committed to always delivering the highest standards of service. Our low prices, discounts for managing credit accounts online, and energy saving tips mean that we try to give customers every opportunity to make cost savings.

Our customers are always at the heart of everything we do. We’re completely transparent and honest, have no hidden agenda or costs, and always want what’s best for you.

White Rose Energy also have UK based call centres.

The industry’s set Standards of Performance mean you should always receive minimum service levels that define how all energy suppliers deliver energy to their customers, i.e. a level of service that is reasonable to expect of companies to provide to their customers. However, we always strive to exceed these standards and to offer something much better.

Should you have a question, query, or problem, there are a variety of different ways you can contact us:

Or, on our Get in touch page



How can you make your home more energy efficient?

Looking at the way you use your energy can help save you money and reduce your impact on the environment. White Rose Energy offers free advice on how small, simple changes can make your home more energy efficient, which helps to reduce your energy bills.

N.B. 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.


Six tips on making your home more energy efficient

  1. Turn your heating down. If you turn your thermostat down by just 1°C, you could save up to £90 per year.
  2. Don’t leave appliances on standby. Instead of leaving appliances on standby, turning them off completely can save you around £30 per year.
  3. Turn out the lights if you're not using them. Switching a light off, even for a few seconds, will save more energy than it takes for the light to start up again. This could save you around £15 per year.
  4. Dry your clothes outdoors. Tumble dryers use a lot of energy so drying your clothes outside in fine weather, or on a rack indoors, is a great way of saving money. If you do dry clothes indoors, please open some windows to avoid condensation.
  5. If your domestic hot water is heated electrically, try to find time settings that give you what you need without wasting money heating the full tank, when the water isn’t needed.
  6. Reduce your washing. Cutting back on using your washing machine by just one cycle a week can save you £5 a year.

Source: The Energy Saving Trust


You may be able to get financial help towards the cost of insulating your home and heating improvements. To find out what help and support you may be entitled to contact:


The Energy Saving Trust


Better Homes Yorkshire



Ways you can pay for your energy consumption

At White Rose Energy, we like to keep things nice and easy and this includes how you pay for your energy.

Here are the different ways you can pay:

  • Direct Debit - Monthly fixed Direct Debit and monthly variable Direct Debit options make it easy to automatically collect a fixed or billed amount each month.
  • Online - If you haven’t already, you can register for an online account and submit your readings at any time. If you are a credit customer you’ll get an annual discount of £22.50 per fuel if you manage your account online and go paperless.
  • Credit/Debit card – call White Rose Energy to make a payment on 0800 022 3553 or pay online. We only bill monthly as we feel that quarterly bills don’t allow people to budget effectively. A quarterly bill could be a large sum of money and if customers haven’t set money aside regularly, payment of the bill could place a huge burden on their finances.
  • Cash Pay by cash at any Post Office or PayPoint outlet. Remember to take your bill with the barcode on it as you will need this when paying.


Get help paying your bill

If you are finding it difficult to pay your energy bill, please contact us as soon as you can to tell us about your situation. We will listen, take account of your circumstances, and advise you on the payment options that are available, before discussing which of these best suits your needs.


Options available are:

  • Setting up an arrangement to pay back an agreed amount each week, fortnightly, or every month, to help you repay what you owe in manageable amounts;
  • Having a Pay-As-You-Go meter installed to help you budget more effectively; and
  • Using ‘Fuel Direct’ – which involves paying directly from your benefits.


What could happen if you don't contact us or don’t pay?

If we don't hear from you we will have to take further action (although this is the last thing we want). This could include:

  • Contacting you using the details you have given us;
  • Passing your account on to a debt collection agency; or,
  • Getting a warrant so we can gain entry to your home and fitting a Pay-As-You-Go meter, where it is safe to do so.

In the event that you don’t pay and we are unable to install a Pay-As-You-Go meter, we can disconnect your supply. We will not disconnect during the October to March period if the house occupant is of pensionable age and lives i) alone, or ii) 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 October to March period if one of the house occupants is disabled and/or chronically sick.

If you are having difficulties, please call one of our Customer Services Officers as soon as possible on 0800 022 3553. Our offices are open 8am to 8pm Monday to Friday and 8am to 5pm on Saturdays.



Your safety and what to do in emergencies

Helping you to 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 Gas Emergency Services helpline immediately on 0800 111 999.

You must also:

  • Open all doors and windows to ventilate the property;
  • Avoid turning any electrical switches on or off;
  • Extinguish all naked flames, including smoking or lighting matches or anything else that can cause ignition; and,
  • Refrain from using any electrical secure entry phones/locks. Please open doors manually instead.

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 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

Do not:

  • Use any gas appliances if you think that they aren’t working correctly.
  • Cover appliances or block air vents.
  • Block any fixed ventilation grills, outside flues, or air bricks.

Warning signs:

If you notice any of the following, your gas appliance may not be working properly:

  • Orange or yellow coloured flames (except in fuel-effect fires).
  • Yellow/brown staining on or around gas appliances.
  • Pilot lights that continually go out.
  • Large amounts of condensation on the inside of windows.

Source: The Health and Safety Executive


Gas safety checks

The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings annually checked by a Gas Safe registered installer. If you are a tenant, it is your landlord’s responsibility to arrange an annual safety check for your gas appliances. At White Rose Energy we may be able to offer a gas safety check for you, which will be carried out by a fully qualified gas engineer. This service will be free for any 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.

For more details, please contact us on 0800 022 3553.

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 (lines are open 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 risk factors:

  • 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 some 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 the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide 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

In order to help you get the most from your White Rose Energy account, our Help & Advice section is full of helpful tips, useful information, and other energy saving advice.


Our Priority Services Register

Our customers are our primary concern and we want them to receive the best possible service to meet their diverse needs. If you have any special requirements, you may want to add your details to our Priority Services Register (PSR). Customers that may qualify for the Priority Services Register include any person that is:

  • Of pensionable age,
  • Disabled, or
  • Chronically sick.

Some of the free services that we provide to our Priority Service Register customers include:

  • Agreeing a specific password that White Rose Energy staff or people that work for your gas or electricity network company must use to identify themselves to you.
  • Sending your bill or statement to a person you nominate.
  • Arranging a quarterly reading for you and informing you of the reading if you are unable to read the meter yourself.
  • Arranging for the meter to be moved to a better location if your meter is difficult to access.

If you’re visually impaired or hard of hearing, we can also provide support to help you manage your account. For example:

  • You can receive your electricity or gas bills and statements in large print or Braille, free of charge.

Just call us on 0800 022 3553 and we can arrange these services for you.

For our customers who are deaf or have hearing difficulties, White Rose Energy offer free advice and support for those who have the correct equipment installed, e.g. induction loops or TypeTalk.


The White Rose Energy password scheme

If you want that added bit of extra security why not use our free password scheme? Simply choose a password and then call us on 0800 022 3553 and let us know what it is. We will then make sure that anyone from White Rose Energy that is visiting your home can confirm it to you. Please select a password that is unique enough that no-one would be able to guess it.


Helping you to feel safe

We always put your safety first. Any White Rose Energy representative that visits you at home will have all of the relevant skills to do the job they are carrying out.

  • Check their ID

Our representatives always carry identification cards. Don’t worry about asking to check their card, they won’t mind at all.

  • Call us

If you would like to check that the person visiting you is really from White Rose Energy, feel free to give us a call on 0800 022 3553 before letting them in and we’ll confirm that they’re from White Rose Energy.


Finding the information you need

Got a question or simply need some energy advice? You can find the answers to many frequently asked questions in our Help & Advice section.

Alternatively, call us on 0800 022 3553.



How did we do?

We’re committed to making sure we always give our customers great customer service and we always try our hardest to get things right first time. However, we know that occasionally, we may sometimes get things wrong. If we do then just give us a call and we’ll make sure that we put things right for you as quickly as we can.

If you feel you’d like to take things further and decide to make a complaint about our service, rest assured that we’ll take your complaint very seriously. We will work hard to resolve the problem as fast as we can and look to improve the way we deliver our services in the future. We’ll also keep you informed throughout the entire process so you know exactly 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.


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 within 10 working days.

In order to resolve your complaint, we will:

  • Try to give you an explanation as to what went wrong;
  • Put things right as quickly as we can;
  • Apologise if we’ve made a genuine mistake; and,
  • If appropriate, offer compensation.


If you’re still not happy

We’ll talk to you about ways in which we can work together to sort things out. You can also request that we undertake an internal review of the way we are handling your complaint.

We’ll work hard to try to reach an outcome that you’re completely happy with but if you’re not, we can look into things again and then you’ll receive what is called a ‘final response’ letter (also known as a ‘deadlock letter’). This stage means that despite trying, we haven’t quite been able to resolve things. In the letter, we’ll recap what’s happened up to that point and what we’ve suggested. We will also give you contact details for the Energy Ombudsman should you still wish to take the matter further.

Full details of our Complaint Handling Process.


The Energy Ombudsman

This is an independent organisation that offers a free service to help resolve things between us once you’ve received our final response; or if eight weeks have passed since you made your complaint and things still haven’t been fixed. They will make their independent decision and if you agree with this we have to act according to what’s been confirmed by both parties. This may mean we have to apologise, explain what has gone wrong, correct the problem, or give you a financial settlement. You do not have to accept their decision.

You can contact the Energy Ombudsman by:

  • Telephone: 0330 440 1624
  • Textphone: 0330 0440 1600
  • Fax: 0300 440 1625
  • Email: osenquires@os-energy.org
  • Post: Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF

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



Contact us

Getting in touch with us is easy.

Phone us: 0800 022 3553

Write to us: White Rose Energy Customer Services Team, PO Box 10461, Nottingham, NG1 9JS

Please include your details, including your account number, on all correspondence.

Email us: customerservice@whiteroseenergy.co.uk

Contact us through our online contact form


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 the relevant operator below in the event of an electrical emergency or power outage. For White Rose Energy this will be Northern Powergrid in the vast majority of cases.


Electricity Distribution Network Operators

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:

Area Company Emergency No. Website Twitter account
North Scotland SSE Power Distribution 0800 300 999 www.ssepd.co.uk @hydroPD
Central and Southern Scotland SP Energy Networks 0800 092 9290 (or 0330 1010 222 from a mobile phone) www.spenergynetworks.co.uk @SPEnergyNetwork
North East England Northern Powergrid 0800 668 877 www.northernpowergrid.com @Northpowergrid
North West England Electricity North West 0800 195 4141 www.enwl.co.uk @ElectricityNW
Yorkshire Northern Powergrid 0800 375 675 www.northernpowergrid.com @Northpowergrid
Merseyside, Cheshire, North Wales and North Shropshire SP Energy Networks 0800 001 5400 (or 0330 1010 400 from a mobile phone) www.spenergynetworks.co.uk @SPEnergyNetwork
East Midlands, West Midlands, South Wales & South West England Western Power Distribution 0800 6783 105 www.westernpower.co.uk @wpduk
Eastern England UK Power Networks 0800 783 8838 (or 0333 202 2021 from a mobile phone) www.ukpowernetworks.co.uk @UKPowerNetworks
Southern England SSE Power Distribution 0800 072 7282 www.ssepd.co.uk @southernelecPD
London UK Power Networks 0800 028 0247 (or 0333 202 2022 from a mobile phone) www.ukpowernetworks.co.uk @UKPowerNetworks
South East England UK Power Networks 0800 783 8866 (or 0333 202 2023 from a mobile phone) www.ukpowernetworks.co.uk @UKPowerNetworks
Map and contact information kindly provided by the Energy Networks Association - http://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.


Independent organisations that offer support if you need it

Citizens Advice (CAB) Consumer Helpline

Information and guidance on everything related to your energy supply: advice on choosing and switching suppliers, understanding your bills, what to do if you have a complaint about your energy supplier, and how to save money on your energy bills, as well as other useful information.


StepChange

Free advice and help with overcoming debt problems:


The Energy Saving Trust

Independent, free, expert advice to help you save energy and reduce your bills.

Plus - energy saving tips and also help finding energy grants: