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Disclaimer: The information on this page was last updated on 21/12/2022, 09:58:08

If you have a problem with your energy and need to get in touch with your provider, it can be tough finding the right person to talk to. We’ve got all the Orbit Energy contact numbers you’ll need all in one place. As always, we’ve got you covered!

Submit a meter reading

Submitting meter readings every month can seem like a boring task, but it has to be done to make sure you’re being paid the right amount for your energy.

As an online-only energy company, there are two ways you can submit your meter readings to Orbit Energy:

• Automatically with your smart meter
• Through your online account

Submit your meter readings

You’ll receive a reminder every month to submit your meter readings so you don’t forget and you might even win a prize for doing so, including money off your energy bills.

Orbit Energy might also send out a meter reader every now and then to make sure the readings they have are accurate. The reader will come from TMA and you’re entitled to ask to see their ID when they arrive to make sure they’re genuine.

Get a new top-up key or card

Losing your top-up key or card is easy to do, but can be stressful. There’s no need to panic; it’s just as easy to get a replacement.

All you have to do to get a new electricity key or gas card is call Orbit Energy on 0333 103 8277 and ask for a new one. They’ll send your new key or card in the post or you might be able to pick one up from your local PayPoint.

Bear in mind that you might have to pay for each replacement.

Paying bills and topping up

With Orbit Energy, there are a number of different ways you can pay your energy bills:

• Direct debit
• Credit card
• Prepayment (top-up key or card)

If you need to make extra payments, you can do so through your online account or by using the ‘Quick Pay’ service on their website. All you need is your account number (which you can find on your bill) and your card details.

Make a payment

If you have a prepayment meter, you can top up by taking your electricity key or gas card to:

• PayPoint
• Payzone

If you have another bill query, you can use the live chat feature on Orbit Energy’s website or call 0333 103 8277.

Moving into a new house

If you’re moving house, one thing you need to think carefully about is your energy provider.

Whether you’re moving in or moving out with Orbit Energy, you’ll need to get in touch to let them know. When you contact Orbit Energy about moving house, you’ll have to let them know:

• Your contact details
• Your account number
• The new occupier (if you know)
• Your moving date
• Your new address
• Your opening or closing meter readings

Move house with Orbit Energy

If you’re moving into a house already supplied by Orbit Energy and are planning on switching, you’ll still need to get in contact and get an account set up. This is because they’ll still be responsible for your energy supply until the final switch date and you’ll have to pay them for any energy used during the switching period.

If you want to switch to Orbit Energy in your new home, you’ll have to request a new quote through their website or by giving Utility Switchboard a call on 020 3992 7717. While their variable tariff is always 5% below Ofgem’s price cap, if you opt for their fixed tariff, your new bill might be higher or lower than your current one. This is because prices can vary by location and you might be using a different amount of energy if your house is a different size.

How to report a power cut or gas leak

If you’re experiencing a power cut, you can call the dedicated power cut line on 105. This will put you through to your Distribution Network Operator (DNO) who will be responsible for restoring the power. When the power cut is reported, you can also use this line to receive updates, but you should keep an eye on it on your DNO’s website.

If there’s been a gas leak, you should call the National Gas Helpline on 0800 111 999. Open all the windows and doors to ensure good airflow and turn off any gas-powered appliances and supply before going outside for fresh air.

If you think it’s a carbon monoxide leak, you should also call a doctor to get checked for carbon monoxide poisoning – even if you’re feeling fine. If anyone is feeling unwell from it, you should call 999.

Get a smart meter

Smart meters are being installed across the country in an effort to reduce our carbon emissions and bring the country to net zero. But it’s not just our carbon emissions who benefit from smart meters; there are a number of great reasons to get one:

• They can save you money
• They can save energy
• They make energy easily understandable
• They send meter readings automatically so you don’t have to
• They make sure your bills are 100% accurate.

To request a smart meter from Orbit Energy, click the link below.

Request a smart meter

I have a complaint

If you’re not happy with your energy provider or something’s gone wrong and you want to make a complaint, there are a number of ways you can do so:

• Email complaints@orbitenergy.co.uk
• Use the online form
• Write to:
  Orbit Energy Complaints Team
  St Dunstans House
  201 Borough High Street
  London
  SE1 1JA

You can also contact Citizen’s Advice at any point for impartial advice by calling 0800 144 8848.

If you’re not happy with how your complaint was handled after 8 weeks, you can contact the Energy Ombudsman who has the final word on what Orbit Energy has to do about your complaint, whether that’s compensation or doing more to sort the problem.

Talk about something else

If there’s something else you’d like to talk about, you can use the numbers and links below to get in touch with Orbit Energy’s customer service team.

Method	Number/link
Customer service	0333 103 8277
Online	Click here to be redirected
Email	theteam@orbitenergy.co.uk
Facebook	Click here to be redirected
Twitter	@OrbitEnergyUK

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