How can we help you?

View our Frequently Asked Questions below

How can we help you?

Direct Debits

I have an existing direct debit payment plan but I’d like to change the amount, how do I do this?

We will be happy to review your payment plan with you based on your current circumstances and gas usage.  We want to help, so please give us a call on 01423 502 554 or email us at directdebits@cngltd.co.uk to find the best plan for you.

What happens if my Direct Debit doesn’t go through on the 20th?

Don’t worry we will try to take the payment again on the 10th of the following month.  If you do experience any problems with your Direct Debit then please call us on 01423 502 554 or send us an email to directdebits@cngltd.co.uk and we’ll be happy to help.

I can't afford to pay my bill, what are my options?

We understand that it’s not always plain sailing when you are in business.

If you are experiencing financial difficulties and would like to discuss a short-term payment arrangement, get in touch with us on 01423 524 134 or collections@cngltd.co.uk and let’s talk it through.

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

We can update your bank details for you over the phone, just call us on 01423 502 554. If it’s easier for you please download our Direct Debit Mandate Form number and return the form to us in one of the following ways:

By Post:
CNG Ltd
2 Victoria Avenue
Harrogate
North Yorkshire
HG1 1EL

By Email: Scan your completed form and send it to us at directdebits@cngltd.co.uk

By Fax: Simply fax us your completed form to 01423 502 556

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

We will send you your gas bill on the 10th of every month. If you have arranged to pay by Direct Debit, payment will be taken from your account on the 20th of the month.

If you are a Total Energy Gas customer you will receive your gas bill on the 9th and your Direct Debit payment will be taken on the 19th of every month.

My business bank account needs two signatories; can I still set the Direct Debit up over the phone?

If a bank account needs two signatories then we need a Direct Debit Mandate Form completing, which will need to be signed by both signatories. You can easily download our Direct Debit Mandate Form or if you prefer we can email, fax or post this to you. Once you have the form please fill in your details, including your reference number and return it to us in one of the following ways:

By Post:
CNG Ltd
2 Victoria Avenue
Harrogate
North Yorkshire
HG1 1EL

By Email: Scan your completed form and send it to us at directdebits@cngltd.co.uk

By Fax: Simply fax us your completed form to 01423 502 556

I would like to pay my bill by Direct Debit, how do I set that up?

Because it’s so easy to do the majority of our customers pay by Direct Debit. It’s straightforward, fast and convenient, giving us the ability to offer you the best possible service. We offer a choice of set up options, so choose which is easiest for you:

Call us on 01423 502 554. Please ensure that you have your bank account number and sort code at hand and we can set your Direct Debit up quickly over the phone.

Or

Download our Direct Debit Mandate Form and print it off. Or if you prefer, we can email, fax or post this to you at your request.

It's quick and easy to do, just fill in your details, including your reference number and return to us in one of the following ways:

By Post:
CNG Ltd
Second and Third Floor
2 Victoria Avenue
Harrogate
North Yorkshire
HG1 1EL

By Email: Scan your completed form and send it to us at directdebits@cngltd.co.uk
By Fax: Simply fax us your completed form on 01423 502 556

Billing

How do I work out my gas bill?

Confused with what’s on your gas bill?

To make life easier, please see our ‘Understanding Your Bill’ Guide.

This gives a full explanation of your bill and provides a detailed example of how to work one out.

Notes:

The Calorific Value (CV) is a variable factor calculated by the Network and this is an average for the month on each bill.

VAT at the current rate of 20% is added if you use 4397 kWhs or more per month, unless you are exempt from the commercial VAT rate, i.e. you 
are a registered charity. In this case you are required to pay 5%.

Please download our reduced VAT Form (PDF) if you qualify and send it to us at billing@cngltd.co.uk.

VAT for some or all of your gas consumption together with Climate Change Levy (CCL).

The government requires you to pay VAT on all of your gas consumption; the rate will depend on how much gas you use on a monthly 
basis. If your monthly consumption falls under 4397 kWhs you are required to pay VAT at 5%.

If your monthly consumption exceeds the threshold set by the government the VAT rate will increase to the standard rate of 20% and 
you will also be liable for CCL.

CCL is currently charged at 0.1930 pence per kWh for consumption of 4397 kWhs or over and is subject to VAT at standard rate. CCL is a 
variable factor (usually revised by the government at the start of each tax year) and can therefore change. You can find out more information 
about CCL at www.hmrc.gov.uk

If you need any further help to work out your bill please give us a call on 01423 502 554 and we will be happy to go through this with you or send us an email to billing@cngltd.co.uk

Can you send my bills and correspondence to a different address?

Yes we can, it’s easy just send us an email to info@cngltd.co.uk 

Remember to state: your name, the supply address and your reference number; then tell us the address you would like your correspondence and bills sending to.  We will let you know when we have set this up for you.

When do I receive my bill and when is my payment due?

We will bill you for your gas consumption on a monthly basis. You will receive your bill on the 10th of each month; payment terms are ten 
days which means payment is due by the 20th of that month. If you pay by Direct Debit, this will be taken from your nominated bank account on 
the 20th of the month. Your bill typically covers the gas charges for the whole of the previous month although there may be occasions when your bill covers a longer period for example when we have received a meter reading following estimated bills.

How often is my meter read?

If you use less than 293,071kWhs of gas per year, then your meter is read by our Meter Reading Agency every six months.

We are always happy to accept monthly meter readings from you. This means we will bill you accurately each month, otherwise we will send you
estimated bills.You can give us your reading between the 25th of the month to the 3rd of the following month via our Customer Area or by email meterreadings@cngltd.co.uk or if you prefer to talk to us give us a call on 01423 502554.

If you use more than 293,071kWhs of gas each year our meter reading agency will arrange to read your meter every month.

I have just moved to CNG, however the meter reading and serial number showing on my bill does not match what is on my meter?

It is possible that a meter exchange has taken place and the National Grid has not been updated with the new details.  Please check if there is a yellow sticker on your meter, as this will have details of the exchange.  Please contact us and we will be happy to check this for you, send us an email to billing@cngltd.co.uk or call us on 01423 502 554.

If there is no yellow sticker and the meter has not been exchanged, we may have taken the supply incorrectly, so it is important that you contact us as soon as possible.

The reading on my bill is over estimated, can you send me a new bill to my actual reading?

You can make estimated bills a thing of the past by giving us your meter reading between the 25th of the month and 
the 3rd of the following month.

You can give us your reading on our website via our Customer Area or by email to meterreadings@cngltd.co.uk. If you prefer to talk to someone in person call us on 01423 502 554.

We can even send you a SMS text reminder! Please just get in touch and we will set this up for you. 

If you do miss these dates, submit your meter reading before the 14th of the month, we will then send a new bill. You may be interested in having an Automated Meter Reading Device fitted to your meter please visit Automated Meter Readings for further information.

I've just transferred to CNG and have received a final bill from my previous supplier, but the reading does not match my meter, what should I do?

This could be a problem with your ‘change of supply’ reading.  Please send us your up to date meter reading and any other historic readings 
you may have to sars@cngltd.co.uk

We will then contact your previous supplier and agree a new ‘change of supply reading’ based on your readings.  As we have to rely on your previous supplier responding to us we cannot give exact timescales as to when this will be resolved; however, we will do our best to complete it as quickly as possible for you.

I've just transferred to CNG and received my first bill but my previous supplier is still sending me bills, why is this?

This sounds as though it may be your final bill from your previous supplier. Check the final read on their bill, this should match the opening read on our bill. If they don’t, call your previous supplier to confirm that National Grid has notified them that your gas supply has transferred to us.

I would like to pay the same amount each month to help spread my energy costs, how do I do this?

This is a great way to help you budget and spread the cost of your gas over the year.  We will look at how much gas you have used in the past and work out a monthly payment amount for you.  We may need to have some recorded readings on your account first.

If you’re interested give us a call on 01423 502 554 or email us at billing@cngltd.co.uk

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

We may not know that you are not using gas, which means we will be estimating your usage and sending you bills.

Please call us on 01423 502 554 with your current meter reading. We can then talk about your options if you do not intend to use gas. If you are not using gas for sometime then we will only bill you for the appropriate fixed charges (standing charges).*

Download our Standing Charges Form. Please return this to billing@cngltd.co.uk

*Fixed charges are passed on to you through us from the National Grid and will apply as long as you have a gas meter and have the facility to
use gas.  If you do not intend to use gas at your premises for the foreseeable future, please contact us to arrange a quote for 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

Change of occupancy

I am the leaseholder of a property and want to sublet the property to somebody else can I do this?

We do not generally accept sublets, as we can only bill the person legally responsible for a property. However, we can accept a sublet if 
you hold a long-term lease from the freeholder.  By long-term lease we mean one that is for 25 years or more. 

We would require a copy of the leasehold agreement.  If there is no long-term leasehold agreement we would require you to provide written permission from the freeholder confirming you have permission to sublet the property.

Once I have moved out of a property, how quickly will I receive my final bill?

We aim to update our records within one week of you letting us know that you have moved out. Once the change of tenancy is completed you will receive your final bill within two weeks. If you leave your contact details with us we will always contact you if we have any problems.

I am moving into a property that you currently supply. What details do you need from me to transfer the account into my name?

If you are taking over a property as a new tenant, owner or a landlord we want to makes things as simple as possible for you, please provide us with the following information:

  • Lease agreement/ ownership documents
  • Solicitors letter where applicable
  • Name and contact number of the landlords (or whoever manages the property on the landlords behalf) where applicable
  • A meter read

Please send an email to our Change of Tenancy team cots@cngltd.co.uk or if you prefer to talk to us call us on 01423 502 554 and we’ll be delighted to help you. We may need further information from you; if we do we’ll let you know when you contact us.

I am moving out of a property that you supply, what details do you need from me?

new tenant or owner quickly and accurately.

  • Final meter reading
  • Forwarding address
  • New tenant details
  • Landlord details
  • The date you moved out

Please give us a call on 01423 502 554 or email our Change of Tenancy team cots@cngltd.co.uk

 and they’ll be happy to help.  There are occasions when we may need further details from you but we will let you know when you get in touch with us.

Don’t forget we can give you a competitive quote for your new property!

Credit control

I have received a letter advising that my account is in arrears and my meter may be removed. I want to make a payment and discuss my account. What do I need to do?

We are here to help, so please make sure you contact our Credit Control team today on 01423 524 134 or collections@cngltd.co.uk.  We can talk through your options and work with you to help manage your account.

Please speak to us today as there is usually a solution.

You have removed my meter and I would like to be re-connected, what do I need to do?

If there is an outstanding bill on your account please contact our Credit Control team on 01423 524 134 or collections@cngltd.co.uk to make payment, we can then discuss your options for installing a new meter.

If you have just moved in to the property we need to see confirmation of your ownership or lease.  We can then talk about fitting a meter for you.  You may find our Change of Tenancy FAQ’s useful.

What are your payment terms?

Our payment terms are 10 days from receipt of bill. You will receive your bill on the 10th of the month; this means your payment is due by the 20th of the month.  (If you are a Total Energy Gas Customer you will receive your bill on the 9th and payment is due by the 19th of the month).

I can't afford to pay my bill, what are my options?

We understand that it’s not always plain sailing when you are in business.

If you are experiencing financial difficulties and would like to discuss a short-term payment arrangement, get in touch with us on 01423 524 134 or collections@cngltd.co.uk and let’s talk it through.

I have received a reminder letter showing an outstanding amount; however, I have recently made payment, what’s happening?

Sometimes there may be a ‘cross-over’ period between letters being issued and payments being received.

If you call our Credit Control team on 01423 524 134 we will be happy to check that your payment has reached us and has been allocated to your account.

Sales, quotations and contracts

You have sent me a letter advising my current supplier is objecting to CNG transferring my gas supply - what do I need to do?

In this case you will need to speak to your current supplier to find out why they are objecting and inform us of the reason. Once you have spoken to them call one of our team on 01423 502 554 to update them with what you have been told or send us an email to spa@cngltd.co.uk. We are here to help things go as smoothly as possible for you.

I've received a welcome letter from you but I don’t remember agreeing a contract, please let me know what’s happened.

You may have agreed your contract verbally over the telephone or in writing with us. If you wish to request a copy of your contract, discuss a contract or the reason for us contacting you, then please call us on 01423 502 554 we will be more than happy to look in to this for you.

I've just signed my contract with you, when it will go live?

If your contract is to start with CNG as soon as possible then it will take at least 14 calendar days to transfer your gas supply from your current supplier.  Although in some cases this may take longer.

Delays can be due to your current supplier raising an objection in which we will write to you to let you know and advise you what to do next.

If your contract has a specified start date in the future we will aim to get your gas supply transferred to us on that date. We will always keep you updated if there are any issues with your transfer to our supply.

What different types of contracts do you offer?

We like to be as flexible as possible to suit your needs. We can provide both fixed and variable contracts, together with a range of different contract lengths.  Please contact our Sales team on 01423 502 554 to talk through what you’re looking for.

What happens if I do not terminate my contract?

We will write to you 120 days prior to your contract end date, the letter reminds you of the date you need to send your termination notice by.

It also tells you that if for whatever reason you decide not to submit a termination notice to us, we will automatically extend your contract for 12 months at the rates stated in your renewal letter.

I have terminated my contract. Can you provide me with a renewal price?

Most certainly, we would love to give you a competitive price based on your current business needs. We feel together with our hallmark hassle free, high quality service this will be a winning deal for you.  Please provide us with your account details and any changes you feel are relevant to your consumption and we will come back to you within 24 hours.  You can e-mail quotations@cngltd.co.uk or talk to the team on 01423 502 554.

What is my contract end date?

If you are unsure of your contract end date give us a call on 01423 502 554 one of our advisors will happily look at this for you, they can also arrange for one of Sales Team to contact you with a competitive renewal price.

If it’s more convenient for you then send us an email to info@cngltd.co.uk stating your name, business name, business address and your reference number.

Please remember if you are not the person named on the account we need a Letter of Authority (LOA) which gives you permission to receive this information.

Can I get a quote for my home gas supply?

Sadly no….  We would love to quote you for your domestic gas supply; however, we are only licensed to supply business users.

I would like a quote for my business gas supply, what do I do?

It’s easy to do, just fill out our “Get A Quote form”, or send us an email to quotations@cngltd.co.uk. If you would prefer to talk to us, please call our Sales Team on 01423 502 554.

Please have the following details at hand;

  • Your business name
  • Business address including post code,
  • The date you would like your gas contract to start with CNG
  • If you know it your Meter Point Reference number.

We will then get in touch within 24 hours offering you a great price combined with an excellent level of service.

How much notice do I need to give to terminate my contract?

We will write to you 60 days before your contract is due to end. If you wish to terminate your contract with us you must let us know at least 30 days before your contract is due to expire.

All termination notices must be in writing; you can send your termination notice to us by email, post or fax:

Email it: terminations@cngltd.co.uk

Post it:
Terminations
CNG 
2 Victoria Avenue 
Harrogate 
North Yorkshire 
HG1 1EL

Fax it: 01423 502 556

If you wish to post your termination notice, we recommend using Recorded Delivery.

We will send you confirmation that your termination has been accepted; if for any reason we cannot accept your termination notice we will let you know the reason why.  If you want to talk to us about termination notices please call us on 01423 502 554.


Energy Connections and Emergencies

I can smell gas, what should I do?

Call the National Grid’s emergency telephone line on 0800 111 999

In the event of a suspected gas leak, think quickly and act carefully

Take the following safety precautions in the area around the suspected leak:

  • Do not smoke or use any kind of naked flame
  • Do not turn on any electrical appliances
  • Ventilate the area; open doors and windows
  • Turn off your gas supply at its source
  • Check and turn off all gas appliances

I would like to know more about your Automated Meter Reading (AMR) unit, what are the main benefits and the cost?

As the name suggests our AMR Device allows for automatic meter reading.This will be of great benefit to you as you will no longer receive estimated bills, you can also log on to our online portal meaning you can view your historic energy usage monitored by half hourlyreadings. The cost of the AMR device is £75.00 plus VAT. To find out more information check out our AMR page.

I am having problems with low pressure, what do I do?

Call 0800 111 999 immediately, as this may indicate a leak.

If the problem persists we recommend you arrange for a Gas Safe Engineer to test your appliances.

How do I get a quote for a new gas service/meter installation?

CNG are experts in this area and would love to help make this as stress free as possible for you!

Please see our energy connections page for further information, or please feel free to talk to one of our team on 01423 502 554 or email us with your queries at energyconnections@cngltd.co.uk

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

Please call us on 01423 502 554 as soon as possible or email us at energyconnections@cngltd.co.uk.

My meter doesn't seem big enough for my needs, what should I do?

Please check out our Energy Connections page this gives further information or if you’d prefer to talk to us, you can call our experienced Energy Connections team on 01423 502 554.
You can also email us with your queries at energyconnections@cngltd.co.uk

If you need to download one of the following forms, you can do so here…

Direct Debit Mandate
Reduced VAT form
Standing Charges form

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