British Gas won’t let us keep our energy tariff when moving house

My husband and I have a flat rate with British Gas which runs until June 2023.

We are moving home next month and have looked on the British Gas website to see how we are moving our fare with us as it is much better than anything else out there.

The website says it is possible to transfer the rate, but trying to do this online is impossible because the website keeps crashing.

We spoke to someone in the online chat and then someone on the phone and were told we could not transfer the rate. This despite the fact that it is stated on the British Gas website that it is possible.

We were told that due to all the customers taken on by British Gas after other suppliers went out of business they will not transfer our rate as they are too busy. We feel they are dumping existing loyal customers to make a profit with new ones.

We complained and were told this is UK gas policy. Is there anything we can do? Via email

Angharad Carrick of This Is Money replied: Moving is a stressful time, so I’m sorry to hear things aren’t going as smoothly as they could be.

Often your energy supplier allows you to transfer your flat rate to a new home. British Gas is one such supplier.

Most suppliers are fairly accommodating if you’re moving and want to keep on your existing permanent contract. As long as your name is on the energy bill of your new address, you can simply call your supplier before your move.

It therefore seems odd for you to claim that British Gas told you not to transfer the fare, especially as the website seems to suggest that you can.

The wording on British Gas’s website is careful as it says ‘usually you can’ take a rate, but it doesn’t outline any scenarios where you wouldn’t.

You have been a customer of British Gas Evolve, which has since been renamed British Gas, since July 2021 when you signed your two-year fixed-income contract.

Evolve customers were moved back to the main British Gas brand last year, which may have complicated matters as the website doesn’t list what former Evolve customers can do when relocating.

It is my understanding that there was also no reference in your contract to retaining the rate when moving, which further added to the confusion.

This would have been incredibly stressful. Usually finding a new provider and rate would be tricky, but you could have found a similar deal on the market.

However, with rising energy prices, the switch from a flat rate to a standard deal with the new home has cost you thousands of euros more per year.

You made a complaint to British Gas, but it was quickly closed when you emailed us.

I am pleased to say that British Gas has rectified the situation and accepted that you have been given the wrong information from their frontline representatives.

It also clarified that there is no link between the new customers that British Gas has taken on and their existing customers.

It appears that there was an IT problem that prevented you from using the British Gas website to transfer the fare online.

British Gas has apologized for the confusion and said it is “completely unacceptable that this situation has been mistreated in this way”.

You and your husband will be accepted as British Gas customers at the new site. You must then provide them with your new address, your meter readings on your old meters and the details of the new meters.

British Gas will also offer you a financial goodwill gesture which will be credited to your utility bill.

A spokesperson for British Gas said: ‘We have spoken with’ [the customer] to let [them] know we will move [their] old rate to its new property.

“In general, we will respect customers’ current flat rate if they move to new premises and want us to deliver.

‘We have provided feedback to ensure this does not happen again and we will also ensure [the customer] with a gesture of goodwill.’

Angharad Carrick adds: British Gas will usually respect the old rate, but there are sometimes rare situations where the rate cannot be moved immediately. Or if there is a long time between the moment the customer moves to his new home and the moment he asks to re-enter the old rate.

It shouldn’t have taken us any intervention to sort this out and I hope British Gas makes it easier for customers in the future to understand if they can keep their fare and if not, why.

> How much do you pay under the energy price guarantee? Check different accounts

What to do if you move and want to keep your energy tariff?

Do you currently have a permanent contract with your current home and do you not want to pay an early exit fee? Then ask your supplier if you can transfer your rate to your new home.

If your new home has a prepayment meter, you must prepay for gas and electricity consumption.

Given rising energy prices, suppliers may not be screaming about maintaining existing rates, but check your contract and your supplier’s website.

Energy suppliers such as SSE or Ovo Energy cannot transfer your specific contract to a new home because their rates are location specific.

To stay with them, you have to make a new deal and indulge yourself in higher prices.

British Gas, Octopus and EDF generally allow customers to transfer their existing fixed rate contracts.

Sometimes a supplier can’t move a contract to a new home, or the mover wants to take the opportunity to switch providers for some other reason.

The good news is that in many cases customers will not be charged if they have to move and cancel their contract before the fixed term expires.

British Gas, EDF, Octopus and SSE all say they will not charge an exit fee in this situation – although those with other suppliers are advised to check.

Gareth Kloet, energy expert at GoCompare: ‘For the inbound user, the existing supplier will set them at their standard variable rate and continue to bill the new user at that rate until they opt for an alternative rate.

“Customers can also use apps or online methods to contact their suppliers, but in these situations a phone call is often easier and more efficient because the supplier can talk you through the options and wrap things up while you’re on a call.

“For example, they may need to provide credit to you when the bill at your existing home is settled, and may need to make arrangements to pay any outstanding bills if the final bill is in debit.

Talking to your supplier over the phone about what is and isn’t possible is always the best way to deal with the complications of switching suppliers when moving.

‘Then hopefully all problems there and then can be solved and all parties know where they stand with their energy bill.’