How can we help?

Common Questions

  • 1. What do I do if I have lost my Prepayment key or card?
  • If you have lost your Prepayment Key or Card you can order a replacement online via your OMNI account - click here.

    If you require one urgently, then please contact us on tel: 0113 733 2700 and we can provide you with details of a local outlet to collect a new key/card from immediately.

  • 2. I have not received my replacement Prepayment Key or Card?
  • Its vital that you use the correct Prepayment Card/Key so that you are paying the correct supplier and prices. Therefore, we aim to have your Prepayment Card/Key with you by your change of supply date. If your supply start has passed and you still don't have your new OMNI Prepayment Card/Key then please contact us. via the online portal - click here.

  • 3. Why have I received a bill/statement?
  • As an energy supplier we are obligated to provide you with an energy statement for your usage. This will show your top ups, usage, prices etc.

  • 4. Why do I have credit/debit on my bill/statement?
  • Your Energy statement will provide you with a snapshot of your consumption and balance at a point in time. For prepayment customers please consult your meter for your up to date balance.

  • 5. I have an error message on my Prepay Electricity meter, what do I do?
  • There are a range of messages on your prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

    Message - D1

    • Meaning - Your meter is unable to read the information on your key and therefore cannot transfer credit from key to meter
    • What you should do - Check if your key is inserted properly. Try wiping softly the chip on your key with a clean and dry cloth – do not use any cleaning products, blow in the key slot on the meter. Afterwards re-insert the key in the meter, if it doesn’t work please contact us via your OMNI account - click here.
     

    Message - D2

    • Meaning - Your meter can’t read the information on your key so can’t transfer the credit onto your meter
    • What you should do - Try to reinsert the key in the meter. If it doesn’t work you’ll need a new key, please contact us via your OMNI account - click here.
     

    Message - D4/B6

    • Meaning - A duplicated key has been inserted into the meter
    • What you should do - Check if you have more than one key. You should only use the OMNI Energy key in the meter. If you are using our key and it still does not work, please contact us via your OMNI account - click here.
     

    Message - Please Wait

    • Meaning - Your meter is having a problem reading the card.
    • What you should do - Remove the card and wait 2-3 minutes before re-inserting it. If it doesn’t work, please contact us via your OMNI account - click here.
     

    Message - M and 5 dashes

    • Meaning - The meter has a fault
    • What you should do - Please contact us via your OMNI account - click here.
  • 6. I have an error message on my Prepay Gas meter, what do I do?
  • There are a range of messages on your prepayment meters. Please see below a list of messages along with their meanings and what actions you should take:

    Message - Call help

    • Meaning - Your meter has a fault that we need to fix
    • What you should do - Contact us via your OMNI account - click here.
     

    Message - Card Fail / Error 35

    • Meaning - The meter has a fault
    • What you should do - Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.
     

    Message - Card not accepted

    • Meaning - Possible Gas card number mismatch.
    • What you should do - Contact us via your OMNI account - click here.
     

    Message - Battery low

    • Meaning - Your battery is running low and will soon need to be replaced.
    • What you should do - Contact us via your OMNI account - click here.
     

    Message - Battery Fail

    • Meaning - Battery has reached the end of its life.
    • What you should do - Contact us via your OMNI account - click here.
     

    Message - Blank screen

    • Meaning - A screen saver is on your meter which will make the meter screen go blank when not in use, to save the battery power.
    • What you should do - If your card is inserted and it is still blank, your meter has a fault. Please contact us via your OMNI account - click here.
  • 7. My meter is faulty; I am having to top up my Prepayment Card/Key too often / my credit has disappeared / my credit has run out very quickly.
  • It is very unusual for a Prepayment meter to suddenly become faulty. Have you used more energy than usual? Has it been cold? Or have you been using additional appliances?

    If you haven't used more energy than usual or used any additional appliances we can send an engineer to come and check it for you. If the meter is found NOT to be faulty then we may levy a charge for this call out.

  • 8. My Prepayment Card/Key has stopped working.
  • If your meter is not displaying the correct topped up amount, please check if:

    • The card/key is in a good condition (please wipe it, if it needs a clean).
    • The meter screen is displaying any error codes.
    • You used the emergency credit and you need to repay it.
    • There is any debt you need to repay.
    • There are accumulated daily standing charges that you need to repay.

    If you are still experiencing problems, please refer to our Help Centre or contact us via your OMNI account - click here.

  • 9. I have no display on my meter
  • What you should do - Softly clean your card with a clean and dry cloth, wait a few seconds and re-insert it again. Do not use any cleaning products. Ensure the gold chip is not damaged (scratched/ indentations). If it still doesn’t work, please contact us via your OMNI account - click here.

  • 10. I have moved into a new home today and I have no electricity/gas?
  • Its important that you let us know you have moved into an OMNI supplied address. You can complete your home move online by - clicking here.

    You can use your emergency credit to put the power back on, if this doesn't work then contact us on tel: 0113 733 2700 and we will assist you.

  • 11. The prepayment meter in my new home has a debt on it, what do I do?
  • If the debt is not your responsibility, then contact us to discuss it and we can make arrangements to have it removed

    Please send us a message via your new online account or call us on tel: 0113 733 2700

Gas Prepayment Meter

  • 1. Getting Started
  • When you join Omni, we will send you a new Gascard in the post. This will arrive usually on the day before or on the day you join Omni.

    Before you top up using your new Gascard for the first time, you need to:

    • Pop your Gascard into your meter for about 60 seconds before you go to an outlet to top-up.
    • This will register your card with the meter and put Omni’s prices onto the meter. You can now Top up.
    • Inserting your new Gascard into the meter will not wipe any credit you already have on the meter.
  • 2. Your Payments?
  • Your payments cover:

    The meter will also collect any debt that you may need to repay. This may be standing charge that has built up, emergency credit that needs repaying or it may be a debt that you need to repay at the agreed weekly rate.

    • A charge for each unit of gas you use.
    • A fixed Standing Charge – That’s a fixed amount that you pay every day you’re connected, even if you’re not using energy or away from home. The standing charge is collected at 2am every morning.
  • 3. Topping Up
  • You can Top up your meter at your nearest Payzone, Paypoint or Post Office. You’ll find your nearest outlets in the letter we sent you with your Gascard or check online using the links.

    You can top up between £1 and £49 per top-up in whole pounds only. Your gas meter will show credit up to the value of £999.

    Adding Credit to your meter:

    • Insert you Gascard into the meter, making sure that the gold chip on the card faces towards the meter display or to the top of the meter depending on the meter model.
    • The meter will display the amount of credit on the Gascard.
    • To transfer your credit to the meter, just press and hold the Red Button. Once the credit has been transferred the meter screen will update with the new credit balance.
    • Your meter may ask you to check if your gas appliances are switched off – this is just a safety feature.
    • If the meter display is off, just insert your Gascard and follow the on screen prompt “Hold A for Gas” then release when prompted to do so. There might be a slight noise which is the valve opening and the meter screen will change to “ON” and your gas supply will return.
    • The meter will also display how much credit you have available.
    • Once you’ve finished topping-up, take your card out of the meter. This will preserve the meter’s battery life.
    • Even when you’re not using gas, you should keep your meter topped up to pay for your daily standing charge.
  • 4. Reading your meter
  • Displays are activated on your meter by pressing button A or by inserting your Gascard into the meter and pressing button A. The last display selected remains visible for 30 seconds.

    Your meter will display these information screens without inserting your Gascard:

    Credit Screen – Press button A once to access the credit screen which shows the amount of credit remaining on the meter.

    Owed Screen – Press button A twice to access the owed screen which shows the amount you owe for unpaid standing charge and emergency credit.

    Meter Index – Press button A three times to access the meter read screen which shows your current meter reading.

    To switch through all of the meter displays:

    Screen What is Shows Gas Card Required?
    0 Last Card Credit – how much purchased credit you last put into the meter.  
    1 Last Amount for Debt – how much of your last top up was used to pay any outstanding debt on your meter.  
    2 Last Amount for Emergency Credit – how much of you last top-up was taken to repay any emergency credit you’ve used.  
    3 Last Amount for Gas – Amount paid towards gas supply.  
    4 Date / Time  
    10 Tariff Cost (p/kWh)  
    17 Daily Standing Charge  
    21 Emergency Credit Available – Credit threshold when emergency credit becomes available to be used.  
    22 Emergency Credit – Current amount available when you choose to use emergency credit.  
    24 Gas Debt Recovery Rate – Percentage of credit used to pay off a debt. Yes
    25 Gas Debt Weekly Min – Weekly minimum gas debt repayment amount. Yes
    26 Gas Debt Weekly Max – Weekly maximum gas debt repayment amount. Yes
    27 Gas Debt – Total amount remaining owed for debt. This will decrease as you repay your debt. Yes
    28 Non Gas Debt Recovery Rate – Percentage of credit used to pay off a non gas debt. Yes
    29 Non Gas Debt Weekly Min – Weekly minimum non gas debt repayment amount. Yes
    30 Non Gas Debt Weekly Max – Weekly maximum non gas debt repayment amount. Yes
    31 Non Gas Debt – Total amount remaining owed for non-gas debt. Yes
    • Insert your Gascard into the meter.
    • Press the Red Button A until you hear a beep, after you release the button – screen “00” will be displayed.
    • Keep pressing the button A to move through the screens
    • The screen number will be shown in the bottom right hand corner.</li>
  • 5. Lost your Card
  • Lost your Card

    If you’ve lost your Gascard then please contact us to request a new card. We can send you a new Gascard in the post, which will arrive within 3 working days, or you can collect from a local shop if they stock them in your area. If you don’t have one and need to top up, you can use your emergency credit.

    Emergency Credit

    When your meter runs low on credit, it will beep. If this happens and you’re unable to top up, you can use your emergency credit. When the credit gets to £2 or below you can use your emergency credit of £5. 

    To activate your emergency credit, insert your Gascard into the meter. It will show “EmCr Available” and press the Red Button to activate it.  Your meter will then display “EMCR IN USE”.

    If you use your emergency credit, you’ll need to pay it back as a percentage of your next top-ups. If you use your emergency credit you will need to pay it back in full before you can use it again.

    Make sure you add enough credit the next time you top up to cover:

    • The emergency credit you owe.
    • Any standing charge you’ve accumulated and debt repayment owed.
    • The gas you need until your next top up.
    • Managing your debt

    Debt can build up by a daily standing charge when the meter has no credit. This can happen during the summer when gas usage is low or when a property is empty. You may also be in debt if you’ve switched from a credit meter to a prepay meter to help manage payments or you’ve switched to Omni with a debt. 

    Standing Charge and Emergency Credit Debt

    Your meter allows you to borrow £5 emergency credit. When you use your emergency credit you only pay for gas and we stop collecting your daily standing charge. The standing charge builds up as a debt on the meter. Your meter will show the amount left to repay – this will be shown on the “Owed” Screen.

    Gas Debt from a discretionary credit, an Omni account or debt from a previous supplier.

    This includes:

    • Debt from discretionary credit that’s been loaned to you if you’ve run out of gas but cannot afford to top up.
    • Debt from an Omni credit account that is now being repaid through a prepay account.
    • Debt that has been transferred to your Omni account from your previous supplier.

    You can check if there is any gas debt on your meter by cycling through the displays to screen 27 – Gas Debt. If it shows £0 then there is no gas debt on the meter. Gas Debt does not include emergency credit or standing charge.

    Each time you top up you are guaranteed 30% of your top up for gas. The remainder is allocated to gas debt and any money shown as “Owed”. Any remainder is then allocated for gas.

    Get help managing your debt

    If you’re struggling to pay for your gas, there are ways to get help:

    If you’d like to change your weekly repayment rate then please contact us.

    StepChange is a debt charity that will help you create and manage a budget if you’re struggling to make payments. Call them on 0800 138 1111 or visit www.stepchange.org

Joining Omni

  • 1. What happens when you switch?
  • To switch from your current supplier to Omni usually takes us 21 days. We keep you updated on the progress of your switch throughout the process and you can also 'Track your switch' within your Omni account.

    The only thing we ask you to do throughout the process is to provide us with a meter reading. This is so we can open your new Omni account to an accurate reading. We also provide this reading to your current supplier so they can send you a final bill.

    If you have a Pay As You Go Meter, we will send you a new key or card to top up your meter. Before you use your new key or card, make sure you use up all of your credit on your current energy account, otherwise it may be wiped. You can continue to run your current credit down after your switch date.

    To get a quote for your energy supply, click here.

  • 2. How long does it take?
  • In order for you to switch as smoothly as possible, we take 21 days to switch your supply.

  • 3. What do I need to do?
  • The only thing we need you to do is provide us with a meter reading. We will email you when we need this and you can submit it online or via your Omni App. We'll take are of the rest.

  • 4. Can I cancel if I change my mind?
  • If you change your mind and no longer wish to be supplied by Omni, you can cancel by logging into your Omni Account. You have 14 days from when you signed up to change your mind.

    If the 14 days has passed, then you will be supplied by Omni on your agreed switch date, however you can leave us for another supplier any time after this should you choose to do so.

  • 5. Do I need to tell my current supplier?
  • No - We do all the work for you to transfer to Omni.

Payments & Billing

  • 1. Refunding your credits
  • Direct Debit Customers - If your account is billed up to date with an accurate meter reading we will refund any credit on your account, however, we do always advise our customers to ensure that they have enough credit in their Omni account to cover the winter gas consumption so as to avoid building up a debt.

    Pay As You Go Customers - The credit shown on your meter is there to pay for your future energy consumption. With Pay As You Go, you pay in advance, so the credit will be used as you use the gas or electricity consumption and daily standing charges.

  • 2. Viewing your bill/statement
  • You can view your Omni bill/statement online by logging into your Omni account - click here

    Don’t worry if you don’t have your details for your Omni account, Just click here for a new password.

  • 3. Setting up direct debits
  • You can view your setup Direct Debits via your Omni account - click here

    Don’t worry if you don’t have your details for your Omni account, Just click here for a new password.

  • 4. When will my first direct debit be taken?
  • Omni customers pay in advance for energy. Your first direct debit will be taken on or around the date you switch your supply to Omni.

    You can then amend the dates of your future payments via your Omni account.

  • 5. Changing your direct debit
  • You can amend the date and amount of your direct debit via your Omni account.- click here

    Don’t worry if you don’t have your details for your Omni account, Just click here for a new password.

  • 6. View my prices
  • You can view your prices by logging into your Omni account - click here

    Don’t worry if you don’t have your details for your Omni account, Just click here for a new password.

Meter Readings

There are a range of Meter types and they show numbers in different ways. Some can be confusing to read but a simple rule to remember is: we do not need any numbers in red or after a decimal place.

To find your meter type, choose from:

  • electricity meters
  • gas meters
  • smart meters

Remember, you can submit your readings in seconds in your online account or Omni app.

  • 1. Electricity meters
  • Single Rate Meter

    This is a digital/Electronic metric meter display. It shows 5 numbers, then a decimal point, followed by some more numbers

    To read the meter:

    • write down the first 5 numbers shown from left to right
    • ignore the numbers after the decimal point (These are sometimes shown in red)

    This meter reading is 56807.

     

    Two Rate Digital Meter

    This is a 2 rate electricity meter. Remember when reading these meters you'll need to give both readings to OMNI when providing a reading.

    The top row (labelled ‘low’ or ‘night’) shows the reading for your ‘Off-peak’ consumption.

    The bottom row (labelled ‘normal’ or ‘day’) shows the reading for your day consumption.

    To read the meter:

    • read both the top and bottom rows
    • write down the numbers shown left to right
    • ignore any numbers shown in red

    This meter reading is 47290 and 30571

     

    Two Rate single display meter

    This is a 2 rate digital/electronic meter display. In order to get both readings on the meter, you need to press a button on the meter to cycle to the different readings. Again, it is important that you capture both readings when providing reads to OMNI.

    To read this meter:

    • write down the numbers shown left to right
    • make sure you get both readings

    This meter reading is 68713 and 35007.

     

    Dial Meter

    This is a dial meter, it usually has 5 or 6 dials that look like clock faces that point to a number between 0 and 9.

    To read the meter:

    • read the first 5/6 dials from left to right
    • ignore the dial marked 1/10 (if there is one)
    • write down the number that the pointer has just passed
    • underline any number that the pointer is exactly over when you write it down

    If you’ve underlined a number, check the next dial to the right. If the pointer on that dial is between 9 and 0, reduce the number you’ve underlined by 1. For example, a 6 followed by a 9 should be written as a 5 and underlined.

  • This meter reading is 38163

  • 2. Gas meters
  • Digital Metric Meter

    This is a digital/Electronic metric meter display. It shows 5 numbers, then a decimal point, followed by some more numbers

    To read the meter:

    • write down the first 5 numbers shown from left to right
    • ignore the numbers after the decimal point (These are sometimes shown in red)

    This meter reading is 00432.

    Digital imperial meter

    This is a digital/electronic display for an imperial meter. Its shows 4 numbers, usually in black or white, followed by a further 2 in red.

    To read the meter:

    • write down the first 4 numbers from left to right
    • ignore the rest of the numbers, shown in red

    This meter reading is 2185.

     

    Dial Meter

    Dial meters usually have 4 or more dials that look like clock face pointing to a number between 0 and 9.

    To read the meter:

    • read the first 4 dials from left to right along the bottom row only
    • write down the number closest to each pointer

    If the pointer is between 2 numbers, give the lower number, if the pointer is between 9 and 0, write down 9.

My Omni Account

  • 1. Accessing your account
  • You can access your account online through your Omni account by logging in - click here

    Don’t worry if you don’t have your details for your Omni account, just click here and then click on "forgotten password".

  • 2. The Omni App
  • The Omni App is available via the App store. Just search for 'Omni Energy'.

    Here you can view your account details, statements, payments and much more.

  • 3. Marketing preferences
  • If you wish to update your marketing preferences then all you need to do is email us on Privacy@omni-energy.co.uk

    You can also email the same address for subject access requests, reporting a data breach or any queries to do with Data protection (GDPR).

  • 4. Changing your email
  • If you want to change the email address you use for you Omni account, you can do so via you Omni account by logging in - click here or via the Omni App.

    Don’t worry if you don’t have your details for your Omni account, just click here and click on "forgotten password".

  • 5. Suspicious emails
  • If you’re suspicious about an email that appears to be from Omni

    • Do not reply to it
    • Forward the email to Privacy@omni-energy.co.uk
     

    We will investigate the matter and take the appropraite action.

Omni Energy prices

  • 1. What area are you in?
  •  

    Distribution Area

     

  • 2. Eastern Area
  • 3. East Midlands Pricing
  • 3. London Pricing
  • 4. North Wales and Mersey
  • 5. Midlands
  • 6. Northern Pricing
  • 7. North West Pricing
  • 8. Northern Scotland Pricing
  • 9. Southern Scotland Pricing
  • 10. South East
  • 11. Southern Pricing
  • 12. South Wales Pricing
  • 13. Southern Western Pricing
  • 14. Yorkshire Pricing

Moving home?

  • 1. Moving in?
  • If you move into a property with Pay As You Go meters, its important that you contact us to setup your account. We will also be able to send you any replacement key or card you may need to top your meter up.

    To advise us that you have moved into a property with Pay As You Go meters, click here to get connected.

  • 2. Using Pay As You Go Meters in your new home
  • If you move into a property with Pay As You Go meters, its important that you contact us to setup your account with us. We will also be able to send you any replacement key or card you may need to top your meter up.

    To advise us that you have moved into a property with Pay As You Go meters, click here to get connected.".

  • 3. Moving out of an Omni supplied house
  • If you are moving out a property that is supplied by Omni we need to know. Click here and tell us the date that you are moving out

    Please remember to take a meter reading on the day you moved out of the property so we can issue you a final statement for your energy.

  • 4. When will I get my final bill
  • We aim to process your home move within 5 working days. At this point, we will send you a final statement.

  • 5. Who's my supplier?
  • If you've just moved home and you are not sure who is your energy supplier you can use the following services to find out

    • Gas - Find my supply (Link) https://findmysupplier.energy/webapp/index.html
    • Electric - Energy Networks Assosiciation (Link) http://www.energynetworks.org/info/faqs/who-is-my-network-operator.html

Emergencies

  • 1. Gas Emergencies
  • If you can smell gas or need to report a gas explosion/fire, call the National Gas Emergency Helpline immediately on:

    tel: 0800 111 999

  • 2. Electricity Emergencies
  • If you have a power cut or have seen some issues with the power lines in your area, call Distribution Network Operators free on tel: 105

Extra help for our customers

  • 1. Priority services register
  • If you or someone in your family needs additional services you can register for 'Priority services' via your Omni account - click here

    You can register if you or someone in your household is of pensionable age, disabled, has a long term illness or if there are children under 5.

    Don’t worry if you don’t have your details for your Omni account, Just click here for a new password. - click here

  • 2. Warm Home Discount
  • We do not currently offer the warm home discount but we are planning on introducing it in time for winter 2022

  • 3. Contact Us
  • If you cant find the answer to your question within this help section or you require additional support you can contact us by email at help@omni-energy.co.uk