A customer’s story continued

1.3.1 Annual statement bill – front page

Page 1 of 3

Date of bill
16 April
18
05 May 2009
April
Sept 2019 Any questions?
104001
This
Weis not
senta tax
yourinvoice
last bill Call us on
Mr AB Smith
02958_2054345001<14309>_8732073-PK3900/5
10 Example Street 34091
on 10
10January
January2009
2019 0845 052 0000
FXRB J This is not a tax invoice Monday to Friday 8am to
J MrAnytown
Mr Paul Scales
Henry A Swann 8pm and Saturday 8am to
0/1Countyshire
29 1097 Tollcross
Mortimer Gardensroad 6pm. All our call centres
Glasgow
Colchester are in the UK
AB12 3CD
G32 8UH
CO4 5ZG Your account number
0163
1234
5409 7669 8818
5678
4308 2109 3770
9012

Your electricity and gas bill

Your energy & plan Discounts
Discounts &
& rewards
rewards We’ve used your
Your plan 304
180 Tesco Clubcard Points
Clubcard Points meter readings
E.ON Track and Save 2 earned thistime
earned this time
Electricity: read
read by
by you
you26 Apr 09
18 June
April 19
19
Your plan end date Your
Your discounts
discounts
108September
10 September 2010
February 2021
2019 3%
3%for
for paying promptly
paying promptly 6 9 7 0 8
You’ve used
Gas: read
read by
by you
you26
18 June
Apr 09
19

£
848 kWh of electricity
8927 kWh of gas
These figures are based
£9.97
£12.80 4 0 2 5
on your readings credit
Credit
We’ve included
Please
Please pay
paynow
now your key facts
To continue to get a
To continue to get a We’ve included an annual
3%
3% discount offyour
discount off yourbill
bill reminder of the the key facts
for paying
payingpromptly,
promptly, about your usage and your
please pay
please pay by 2
by 12 May
July
Sept
22 June
May plan with this bill.

£338.46
£338.46
£152.30
£338.46
Girobank plc Merseyside G1R 0AA
Girobank Powergen
Amount due By transfer from
Reference Credit account number No fee payable at PO counter Alliance and Leicester/Giro account number

158
Printed by Vertex Billing Services 01926 465001

208 152.30
338.46
288 Cheque payable to POST OFFICE COUNTERS LTD
24

63312608915669189806
Cashier’s
bill

stamp and initials Natwest, Collection Account, Powergen Retail Ltd

Annual statement

Please do not write below this line or fold this payment slip

New consumer bill – DF QCC scenarios • Version 8 • 15 February 2010 • Page 10

A customer’s story continued

1.3.2 Annual statement bill – back page

Contacting us Our commitment to you How to pay

Any questions? Call us on If we ever fail to give you the high standards of By debit card Call us on 0845 052 0000.
0845 052 0000 service you expect from us, please call us so we can
put things right.
Telephone/internet banking Tell your
Monday to Friday 8am to 8pm and Saturday bank: our bank sort code 60–80–09, our
8am to 6pm. All our call centres are in the UK Step 1 Call our specialist Complaint Advisors on bank account number 36166103 and your
Go to eonenergy.com to email us or find answers 0845 300 6301 to discuss your complaint. E.ON account number 0123 4567 8912.
to frequently asked questions. Step 2 If they are unable to resolve your At a bank Pay by cash or cheque at
Write to E.ON, Customer Service Centre, complaint, please ask to speak to a manager. your bank or at Natwest (other banks
may charge). Make cheques out to
PO Box 7750, Nottingham, NG1 6WR. Step 3 We would very much hope that your
‘E.ON’ and write ‘1234 5678 9012’ (your
Minicom 0800 056 6560 textphone suitable complaint will have been resolved by this stage,
E.ON account number) on the back.
for deaf customers. however please contact the dedicated team at our
Directors’ Office on 0845 302 4340, or email By post Make cheques out to ‘E.ON’
Moving home? Please read your meter, DirectorofCustomerService@eonenergy.com and write ‘1234 5678 9012’ (your E.ON
then call us on 0845 303 3020. or write to our Customer Service Director at account number) on the back. Post
E.ON, PO Box 9069, Nottingham, NG1 9BU. cheques with this slip to E.ON,
Emergencies If you have followed each of the above three steps
PO Box 123, Nottingham, NG1 6KD.
Smell gas? Call 0800
0000 015
000 6368
000 – open 24/7 and we have still not managed to resolve your You can also pay at any Post Office
Power cut? Call 0800
0000 015
0006368
000 – open 24/7 complaint within 8 weeks, you can contact the by cash or cheque. Or by cash at any
Energy Supply Ombudsman on 0330 440 1624. Payzone and PayPoint outlet.
To get a large print, talking or Other information For clear, practical consumer
E.ON Energy Limited Registered Office: Westwood Way,
Westwood Business Park, Coventry CV4 8LG. Registered
in England & Wales No: 3407430.
Braille bill, call 0800 051 2193 advice, contact Consumer Direct on 0845 404 0506
For training purposes, we may record calls from
or at consumerdirect.gov.uk time to time.

Your bill total – how we worked it out Meter readings

Electricity
£
6 9 7 0 8 read by you 18
15 Apr
May

=
Total to pay on your last bill on 14 Jan
Jan 2009
2019 = 304.12 6 8 8 6 0 read by us 14 Jan
8 4 8 kilowatt-hours
Payments • on 2 Feb 2019
2009 – thank you = 304.12 credit
Gas
Electricity 4 0 2 5 read by you 18
15 Apr
May

=
848 kilowatt-hours (kWh) used • see readings on the right 3 7 4 1 read by us 14 Jan
first 235 kWh at 18.09p each 42.52 2 8 4 cubic metres
next 613 kWh at 9.55p each 56.95 or 8 9 2 7 kilowatt-hours
= 99.47 Why do you change my gas into
Gas kilowatt-hours?
We measure the gas you use in cubic metres, but like all
gas suppliers we have to charge for gas in kilowatt-hours.
8927 kilowatt-hours (kWh) used • see readings on the right You can find the calculation we use to do this below, but
first 1190 kWh at 3.631p each 43.21 our customers tell us that this industry standard is
confusing and hard to understand, so if you'd like to find
next 7737 kWh at 2.451p each 10.03
189.63 out more, visit eonenergy.com/gascalculation
1 cubic meters of gas used = 284
= 232.84
53.24 2 multiply by conversion factor
3 multiply by calorific value
x 1.02264
x 39.1
4 convert this into kilowatt-hours –: 3.6
Your usage = £332.31
152.71 5 giving kilowatt-hours used = 8927

Discounts • 3% for paying promptly = 9.97 credit

12.80 Your supply details
VAT • at 5% on £322.34 (which is £332.31 minus £9.97) = 16.12 Electricity
Electricity distributor: SEEBOARD plc, PO
Please pay now = £338.46
£152.30 Box 5050, Worthing, West Sussex, RH11 9BH
Meter serial number: 6620881934
1234567890
Supply number:

Tracking your energy usage

How much do I use every day? How much will my energy cost?
• Electricity: 9 kWh currently • Electricity: £315 in the next 12 months Gas
(it was 8 kWh this time last year) • Gas: £634 in the next 12 months Gas distributor: Transco Ltd,
Distribution Commercial, NGT House,
• Gas: 99 kWh currently, We've based these forecasted costs on your usage in the last
12 months and your current prices. Our calculation is below: Warwick Technology Park, Gallow Hill,
(it was 80 kWh this time last year)
1 Forecasted electricity usage of 2,827 kWh at your current prices Warwick CV34 6DA
Your electricity averages are based on estimated readings.
of: first 900 kWh each year 18.09p each, next kWh 9.55p each Meter serial number: 7130965255
1234567890
Your current gas average is based on estimated readings.
2 Forecasted gas usage of 28,797 kWh charged your current prices
of: first 2680 kWh each year 3.631p each, next kWh 2.451p each Meter point reference:
How much did I use in the last 12 months? 25607886114
3 3% discount for paying promptly 1234567890
Annual statement bill

• Electricity: 2,877 kWh 4 VAT rate of 5%.

• Gas: 28,797 kWh
From May 08 to Apr 09. Your electricity usage is based on estimated
readings. Your gas usage is based on estimated readings.

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A customer’s story continued
1.3.3 Annual statement bill – annual statement
Your key facts
We like to keep you up-to-date annually about your energy costs
and your plan. We’ll send your key facts every year.
Your energy
How much energy do you
estimate I will use in the
next 12 months?
Could I use less and save?
Your plan
What plan am I on?
When does my plan end?
Do I have a cancellation fee?
How much do I pay?
What discounts do I get?
How does my plan compare to
your Standard plan when paying than our standard prices
by fixed monthly Direct Debit?
Could I save even more on my
current plan?
Annual statement bill
How can I find out more?
Page 3 of 3
Any questions?
Call us on
0845 052 0000
Monday to Friday 8am to
8pm and Saturday 8am to
6pm. All our call centres
are in the UK
Your account number
5409 7669
1234
0163 21093770
5678 8818
9012
Date of key facts
18 April
05
18 Sept 2009
April 2019
2019
Electricity • 2,877 kWh used at a cost of £315
Gas • 28,797 kWh used at a cost of £634
See your bill for how we worked these figures out.
Take control and save
We may be able to help you – we can help you find
Are you looking to take control
ways to use less energy and save money by being of your money and make savings?
more energy efficient We think paying by fixed monthly
Go to eonenergy.com/savingenergy for ideas, including our Direct Debit could help. It:
 helps you budget with
free Energy Saving Challenge which could save you up to £2001
regular payments
 saves you an extra 5%.
And you don’t need to worry
about ending up with a large
E.ON Sample plan for electricity and gas
credit balance, because if you’re
25 September
10
08 November 2012
2019
February 2021 more than £5 in credit when we
review your payments in the
No spring, we refund your credit
straightaway (providing we have
Electricity First 900 kWh each year 18.09p each up to date actual readings).
Next kWh 9.55p each
To find out more, call 0345
0000 052
000 0000.
000.
Gas First 2680 kWh each year 3.631p each
Next kWh 2.451p each
3% for paying promptly consumer
direct
Electricity – your current prices are 2% cheaper
Choosing your energy supplier
We're always aware that you
Gas – your current prices are 2% cheaper than our
can switch energy supplier if
standard prices
you want to do so, and want to
These electricity and gas percentages are based on average thank you for choosing us.
consumption of 3,300 kWh of electricity and 20,500 kWh of gas,
your consumption may differ from this. Switching won't affect your
supply and you can get clear,
Yes – pay by fixed monthly Direct Debit and save practical advice from Consumer
an extra 5% on your bills Direct on 0845 404 0506, or at
To find out more, see ‘Take control and save’ consumerdirect.gov.uk
If you want to switch supplier,
You already take both electricity and gas from the
you will need to pay any
same supplier, which is normally the cheapest way outstanding balance before
to get your energy. you can switch.
Just call 0345
0000052
0000000
000 or go to eonenergy.com 1
Average saving achieved by implementing
measures identified from 1,395 customer
If you would like to talk about your plan, or get a quotation, completed energy efficiency surveys between
please get in touch. 1 November 2008 and 21 January 2009.
New consumer bill – DF QCC scenarios • Version 8 • 15 February 2010 • Page 12