How can we help?

When you switch to Pure Planet, it takes us 17 days to complete your switch. There's a few different industry processes we need to go through.

We handle the entire switching process for you — there’s no need to contact your previous supplier, and no need for an engineer to visit the property. Your lights always stay on. We'll keep you updated via email, so if you're unsure what's happening please check our emails aren't falling into any promotions, junk or spam folders.

You’ll make your first Direct Debit payment on the day your supplies switch to Pure Planet, and remember, as we buy your energy upfront (based on the usage figures you provide us in your quote), we then split the cost of your energy over 12 months. We’ll collect a little less in the warmer months and a little more in the colder months. We do this as you’ll usually use less energy in the warmer months and more energy in the colder months — this helps prevent your account needlessly dipping between debit and credit. All this will be confirmed before you start your switch, along with your Direct Debit payment amounts.

Your second Direct Debit payment will be taken a month after your supply start date — once you're up and running you can change your Direct Debit date to a date you prefer in your account. Tap 'Balance and payments' in the menu.

We’ll also review your account every six months, to make sure your payments and usage are on track.

We’re rolling out second generation Smart meters (generally referred to as ‘SMETS2’) - installations of these meters are free of charge. Currently, we’re focusing region by region and have several teams moving around the country to focus on different locations.

We’ll get in touch when there are engineers available in your region, to ask if you’d like Smart meters installed. We’ll also check your smart meter eligibility - there are a few reasons why your property might not be suitable for SMETS2.

If you have a first generation Smart meter (SMETS1), this will be upgraded to the SMETS2 network in 2021.

Some Pure Planet Members won't be contacted just yet. These include anyone with non-standard meters, or anyone in an area where there's currently low network coverage.

You can introduce as many friends as you like to Pure Planet (please do!). When your friend switches their energy to Pure Planet, you’ll both earn a reward.

To refer a friend to Pure Planet, tap on 'Refer friends' in your account. Share your referral link however you like, and send them a message to let them know! When they switch, we’ll know it’s you who introduced them. And we’ll give you both a £25 reward once their switch completes.

Introduce your friends to great value, clean energy and enjoy extra rewards all round. More for you. More for them. Better for the planet.