After your flip is instructed by Flipper, many of our members have common questions about the following topics. We hope you'll find this useful as a "101" guide to the next stages in the process.


How do I submit my opening meter readings to my new supplier? 

Once the flip is underway, your supplier will ask for meter readings, so they can have a starting point for your supply — if you've been flipped to a new supplier, these readings are also sent to your original supplier to calculate the final bill so you won't be paying two companies for the same energy.

The key thing here is that you must provide your readings to the new supplier, not the old one — the old one can only take these readings from your new energy provider, as part of the flip process.

There is a window period around your live date (i.e. the day your new provider starts supplying your energy) in which these readings can be taken — it's usually 3–5 days before and after the live date. 

If you're a Flipper member, we'll catch the request your new supplier sends, and send you an e-mail to allow you to submit the readings through our systems. We'll then send them to the supplier on your behalf — keep an eye out for this e-mail in the final week of the flip process, or on your live date!


When and how do I pay my final bill to my old supplier?

When your flip is complete, your former supplier will generate a final bill for you based on the meter readings — again, your new supplier will send these to your
original supplier as part of the flip process.

Most suppliers will send the final bill within a few weeks. Just so you know, Ofgem does allow a time scale of 6–8 weeks for the supplier to send you the final bill — we can't generally chase final bills that are outstanding until 6 weeks have elapsed from the day you go live with a new supplier.


How do I get back the credit on my old supplier's account?

If your account is in credit when the final payment is taken, your former supplier will refund the money straight to your bank account. This will happen after you have received your final bill.

Sometimes suppliers can be a little slow in processing refunds, so if you're ever worried about the state of play, it's worth getting in touch with them to chase things up — we can't usually do this unless we have named authority on your account, but we'll ask you to provide this if we need it.


Do I need to cancel my direct debit to my old supplier? 

As the flip process can take between 17–35 days, and can be stopped or reversed, your original supplier will bill you as normal during the flip period and then refund any credit balance remaining after they generate your final bill. For this reason, the direct debit on an old account will usually be left open until after the final bill is sent and paid for

Sometimes, a former supplier will continue taking direct debit payments to clear a debit balance that remains on a closed account. If you have a fixed direct debit, it may be that payments go out during the period in which your final bill is being calculated, even though you're being supplied by a new company.

If overlapping payments to two providers might cause difficulties, there are some instances in which you can cancel your direct debit early, but this can have other effects. For example, some suppliers may charge a different rate for non-DD tariffs — so it's worth asking us first if you might need to cancel the facility early. We can let you know what the best route to take is.

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