Supplier FAQs

Why is my energy supplier changing?

Currently, your energy is supplied by Nabuh Energy Ltd. British Gas Trading Ltd will take over the supply of energy from Nabuh Trading Ltd from around the 27th April 2021, so from then you'll be supplied by British Gas Trading Ltd. We'll update you if there are any changes to this timeline. Your supply won't be affected and your account will continue to operate under the Nabuh Energy brand.

 

Do I need to do anything?

You don’t need to do anything. All changes will happen automatically and your energy supply will continue as normal, your tariff won’t change, and you will still manage your account as you do today. You can continue to webchat with our UK based team or call us on 0330 0414 902. Your account will continue to operate under the Nabuh Energy brand.

 

Who are British Gas Trading Ltd?

British Gas Trading Ltd is a subsidary of Centrica, providing energy and home services in the UK. Centrica is a leading international energy services and solutions provider, serving around 10 million customers. The Nabuh Energy brand will become part of the British Gas family.

 

Will I lose my gas or electricity supply?

No, don’t worry, your energy supply will continue uninterrupted. You won't notice a thing.

 

Will I stay on the same tariff?

Yes, your tariff will continue to operate as before.

 

What happens to the credit I had with Nabuh Energy Ltd?

Don't worry, your account will continue to operate as before so any credit balances will remain as they were.

 

What happens if I had outstanding payments or debt with Nabuh Energy Ltd?

Your existing payment arrangement and any debt will transfer over to British Gas Trading Ltd. You will continue to repay it as you were before.

 

Will my direct debit be affected?

You should continue to pay your direct debit as you do now, you don't need to cancel it. In the coming weeks, you'll see a change to the direct debit name on your bank account to British Gas Evolve. For customers whose direct debits are usually taken in late April, there will be a slight delay in taking it until early May. We will directly contact those customers who are affected in advance.

 

Will my account number change?

No, your account number will remain the same.

 

I switched away from Nabuh Energy Ltd to another supplier, why have you contacted me to advise I'll be supplied by British Gas Trading Ltd?

Nabuh Energy Ltd provided us with a list of customers they supplied gas/electricity to. We know this list might not be fully up to date so we’ll check who your current supplier is. If it is not Nabuh Energy Ltd, we won’t do anything else and you’ll stay with your current supplier.

 

I've started switching to another supplier, will my transfer still go ahead?

Yes, your transfer should go ahead as normal and you'll hear from your new supplier soon.

 

I've been advised my tariff is due for renewal, what should I do?

There's no change to the offer and you should continue to follow the instructions in your renewals notification.

 

I don’t want British Gas Trading Ltd to supply my energy - what do I do?

We’re sorry you don’t want to try us, you're able to leave at any time with no exit fees as long as your account is up to date.

 

Can I still top up my Smart prepayment meters on the app?

Yes absolutely, this will service will continue as before.

 

I have an online account, can I still access it?

Yes absolutely, this will service will continue as before.

 

I’m currently paying back a debt through my prepayment meter – what’s going to happen with that?

If you’re currently repaying a debt to Nabuh Energy Ltd, this debt will transfer over to British Gas Trading Ltd. You will continue to repay it as you were before.

 

Will I get a new prepayment top up card/key for my standard prepayment meters?

No, there is no need and your existing card/key will continue to operate as before.

 

Where can I top up my prepayment card/key for my standard prepayment meters?

You can continue to top up at any Payzone or Paypoint outlet and at most Post Offices as before.

 

Will my smart meters carry on working?

The majority of smart meters will carry on working as normal. For a small number of customers with latest generation SMETS2 meters, smart services will be affected. We'll let you know if you're impacted. It'll mean you'll need to submit manual meter reads when requested to receive an accurate bill and your In-Home Display will show limited information.

 

Can I get new smart meters installed?

At the current time we're unable to install new smart meters to our customers, but we'll be in touch when we can.

 

I've just moved home, what should I do?

Please contact us on webchat by clicking the chat option on our website and let us know your old and new address. Our friendly advisers will be happy to help or alternatively let us know by visiting https://www.nabuhenergy.co.uk/moving-in

 

What do I do if there’s an emergency with my gas or electricity supply?

The National Gas Emergency Service helpline number is 0800 111 999* (available 24 hours, 7 days a week). If you think you have a gas leak, or you’re worried that carbon monoxide fumes are escaping from one of your appliances, call the helpline straight away and they will help you get it sorted. If you have a power cut or electrical emergency, please call the National Power Cut helpline on 0800 31 63 105 or 105 from a landline or a mobile (available 24 hours, 7 days a week).

 

I'm on the Priority Services Register. Will I stay on it?

Yes. You can find out more information about this service at https://www.nabuhenergy.co.uk/looking-after-vulnerable-customers

 

How do I contact you about the changes?

If you have any queries or worries you can contact our customer service team on webchat by clicking the chat option on our website, by email at customerservice@nabuhenergy.co.uk or by calling us on 0330 0414 902 Mon-Fri 9am-8pm or Sat 9am-5pm.

 

I receive my current communications in large print or braille, will this continue?

Yes, this will continue.

 

How do I make a complaint?

We’re sorry you're unhappy. For information on how to make a complaint please visit https://www.nabuhenergy.co.uk/complaints

 

I have an outstanding complaint, what should I do?

You don't need to do anything, we'll continue to try and resolve your issue and your account will continue to operate as before. If you need to, you can get in touch with our customer service team on webchat by clicking the chat option on our website, by email at customerservice@nabuhenergy.co.uk or by calling us on 0330 0414 902 Mon-Fri 9am-8pm or Sat 9am-5pm.

 

Where can I see the updated energy supply terms and conditions?

These will be updated on or around the 27th April 2021 and you can find a copy of terms and conditions here.

 

Where can I see the updated privacy policy?

This will be updated on or around the 27th April 2021 and you can find an updated copy of the privacy policy is here.

 

What will happen to my data?

During the transfer of your account, personal data relevant to the transfer of your account to British Gas Trading Ltd will be shared.