Important information about ENSTROGA
ENSTROGA Ltd | company registration number: 09812700 | place of registration: England and Wales Registered Office: Alexandra House | 43 Alexandra Street | Nottingham | NG5 1AY
Download Terms-and-Conditions.pdf
These are the terms and conditions for the supply of electricity and/or gas to your domestic property.First, here is some basic information about some terms used throughout:
“ENSTROGA” is our trading name. Our registered company and the energy licence holder is ENSTROGA Limited, company number 09812700, registered in England and Wales. Our registered business address is Alexandra House, 43 Alexandra Street, Nottingham, NG5 1AY.
“You” may either be the person who entered a contract with us; or, “You” may be the owner or occupier of a household or business property that we are already providing energy to.
Means we are supplying energy but have not directly agreed special terms or pricing with the owner or occupier of a property (“You”). Please find more detailed information in clause 4.
This may mean either electricity or gas or both (as applicable).
Refers to the provision of energy at your property.
We are not a Green Deal Licensee under the Green Deal scheme. If you have an agreement with your current supplier as part of the green deal schemes, please ensure you inform us at the earliest opportunity.
We are not a Feed in Tariff supplier. If you have an onsite generation capability that is eligible for Feed in Tariff payments, you can switch to us for your import energy supply but we cannot support your Feed in Tariff.
We only supply electricity to non half-hourly metering points. This contract is for domestic customers only with a maximum consumption per meter of 12,500 kWh of electricity and 50,000 kWh of gas per annum. If you exceed this limit we will inform you and reserve the right to cancel this contract.
1.1 Your contract with us starts when you receive our Welcome Pack following completion of our online form (directly or through an agent) or agreement with our appointed call centre agents. If none of these apply to you, a deemed contract starts when you are taking the supply of as the occupier or owner of a residence at which we are registered as the supplier of energy but have not yet entered into an express contract with you.
1.2 Our services are provided online and it is your responsibility to ensure you have any equipment necessary to access the service and that you ensure we have a valid email address for you at all times.
1.3 This contract is based on the information you have provided, either directly or through an agent or a third party (via the internet or over the phone).
1.4 You can cancel the entered contract (other than a deemed contract which cannot be cancelled) at any time within 14 days of entering into it (cooling off period). The first day is the day after you entered the contract as set out in clause 1.1. Following your cancellation, we will continue the supply under our deemed contract terms and conditions until a new supplier to the premises is appointed. If you cancel a contract and you have chosen to start supply in advance of the end of your cooling off period, your supply will be changed back to your former supplier within 21 working days. In this case you will be charged for the supply from Supply Start Date to the day when you are back with your former supplier.
To cancel simply contact us with your customer account number, saying you want to cancel.
If we do not already supply your property, we aim to begin the supply to you within 21 working days of the end of the cooling off period. We may change the start date for the supply if we don’t have all the information we need or you ask us to start supply at a later date. If the start date for your supply changes, we’ll do our best to let you know the reason for the delay and when we estimate the new start date to be.
3.1 If we agree to supply you under a fixed term tariff. We will send you any important information in your contract letter included in your welcome package. When your fixed term is about to expire, we will send you a statement of renewal terms between 49 and 42 days before the fixed term is due to end.
3.2 When your Fixed Rate Tariff ends, unless you choose to move onto a new Fixed Rate Tariff, subject to availability, we will automatically transfer you to our standard Variable Rate Tariff.
3.3 If you choose to move onto a new Fixed Rate Tariff when your previous Fixed Rate Tariff ends, we’ll start a new contract based on the new Fixed Rate Tariff on the date the old one ends.
4.1 Means a contract between us and you which is deemed to have been formed because we supply gas and/or electricity to a property of which you are the owner or occupier, when you have not actively agreed to that supply by us. Instances when this can happen include when you move into a rental property and you do not take any action to move supplier; your tenants move out of the supplied property (if you are the landlord of the property), or if you actively have cancelled your fixed or variable tariff contract with us.
4.2 Although you have not entered into an express contract with us, you agree that you will pay for your energy under the scheme of our standard variable tariff until the deemed contract ends.
4.3 The deemed contract ends on the date we stop supplying energy to your residence, or you entered into an express contract with us.
5.1 Our prices for supplying gas and/or electricity will be sent to you via email and are available on our website.
5.2 Our charges are based on the energy consumed by you at the premises as recorded by the metering equipment and calculated, based on a meter reading supplied by you, or taken by us, or our Agents. Or in the event that no meter reading is supplied, we will use an estimate.
5.3 The charges to you start from the Supply Start Date.
5.4 Our charges are based on;
5.5 We can also charge you for reasonable costs that aren’t included in our tariffs. We will notify you at the time of any additional charges. These can include (but is not limited to) costs arising from visiting your property and stopping, disconnecting or reconnecting your supply. We might charge for this if you ask us to do it, or if the reason for doing it is your fault (for example, if you’ve damaged the meter, or an inspection or working on your meter if you ask us to but there’s no problem with it). In case you fail to pay a direct debit, we may charge you a payment failure fee. We might also charge you for any costs being occurred by you regarding any payment (e.g. charge backs).
5.6 VAT is also payable at the applicable rate. We reserve the right to pass on to you any tax, duty or levy which is imposed upon us in relation to the supply of energy and is added or increased during this contract.
5.7 We will not bill you or otherwise seek to recover charges from any consumption of electricity and/or gas which have been supplied to you by us (including via a prepayment meter), where those charges are older than 12 months old.
5.8 The charges referred to in section 5.7 will take into consideration any payments you have already made and will not apply where you have acted unlawfully or unreasonably.
6.1 You are responsible for paying for the supply until your contract with us ends. If you have entered into this contract together with other account holders, each person will be jointly and severally liable for any money owed to us.
6.2 The method of payment will be standard monthly direct debit and you are responsible for ensuring that the direct debit can be paid in full on the due date.
6.3 Your Direct Debit amount will be based on the amount of energy we think you’ll use across a year, and may be topped-up to balance higher usage in the winter, compared to the summer. This means if you are joining us during ‘winter months’, your Direct Debit may be set at 25% higher than your estimated standard monthly amount to cover the extra usage until spring. Winter months are from 1st October to 31st March.
6.4 We typically ask for payment one month in advance, but based on your credit history according to a credit reference agency we may require you to pay the value of up to 3 months’ estimated supply of energy in advance. If we ask you to pay more than 1 month in advance, we will periodically review your account and may reduce your credit balance as you build a payment history with us.
6.5 We will act in accordance with the Direct Debit Guarantee.
6.6 You will receive statements from us detailing your energy consumption quarterly. But we may send you a bill or statement at any time, or in line with your agreed payment scheme.
6.7 We might ask for an extra payment if your Direct Debit payment isn’t covering the energy you’re using. This is to make sure you are not getting a big energy bill at the end of the year that you weren’t expecting. We will notify you 3 days in advance via an extra email including the information about the amount to be charged.
7.1 If you are having difficulty in paying your bill, please let us know as soon as possible and we can discuss ways that might help make paying your bills more manageable. We will provide all such help and assistance (e.g. agree on an instalment plan) as we can in order to avoid disconnecting your energy supply.
7.2 Regardless of clause 7.1, we might;
7.3 If you have any outstanding charges, we will use any payments to cover the oldest debt first.
8.1 We may change your contract if it is necessary to comply with any laws, or other rules that we are obliged to follow
8.2 We will not change the prices applicable to your contract while you are on a fixed tariff.
8.3 If we propose to make changes to your contract (including increasing charges) we will give you 30 calendar days’ notice of changes that might put you at a disadvantage. This does not apply if you are moving to our standard variable tariff at the end of a fixed tariff.
9.1 You may end this contract by giving us 28 calendar days’ notice provided that either another supplier has started to supply energy to the premises, or the supply has been disconnected, and all sums due by you to us have been paid (included an agreed exit fee).
9.2 In case of outstanding payments we might object to the switch to a new supplier in which case we will let you and the new supplier know that we are objecting. Once the outstanding debt is paid, the transfer will be able to go ahead.
9.3 We may end this contract if you are in material breach of the contract, you did not pay us what you owe us when it was due or we no longer have the relevant licences to supply your energy.
9.4 This contract will terminate immediately if Ofgem gives a “Last Resort Supply Direction” to another supplier in respect of the gas and/or electricity in relation to the premises.
10.1 If you move premises you must tell us within 28 calendar days of moving out.
10.2 If you are moving or selling your property and request us to provide gas and/or electricity supply to your new premises, we will cancel your existing contract and provide a new contract appropriate to your new premises. We will not charge a termination fee.
10.3 If you are moving or selling your property and do not request us to provide gas and/or electricity supply to your new premises, we will cancel your existing contract after two working days’ notice of when you are moving house, or two days’ notice from when another person begins to occupy the premises. You must also give us details of your new address and your final meter readings so that we can send you your final bill. Termination charges may apply.
10.4 If you are moving and do not tell us, we will terminate your existing contract when a new owner or occupier starts taking a supply at the premises. You will be responsible for the supply until the date on which the contract ends.
11.1 We can suspend or disconnect the supply of your property if you have not paid your bill on time, you are in material breach of the contract. We can suspend or disconnect your supply also, if we have reason to believe you may have damaged or tampered with the metering equipment, or if we are required to do so by any law, code or agreement.
11.2 If we disconnect the supply, you are required to pay our reasonable costs to disconnect the supply and our reasonable costs to reconnect the supply.
11.3 We will not disconnect your supply in winter months (1st October to 31st March) if you or any person living at the property is registered as vulnerable.
12.1 The volume of Energy supplied to the premises is measured by the Metering Equipment installed on the premises. This meter is the property of the meter provider and your usage of this is covered in the standing charge
12.2 You are required to take reasonable steps to ensure that the Metering Equipment is protected and not damaged or interfered with in any way and to notify us should any damage or interference occur.
12.3 Unless your meter is a Prepayment Meter you are required to provide us with a meter reading each month at a specified time.
12.4 You are also required to provide us with a meter reading at least 5 working days before the Supply Start Day.
12.5 We will try to ensure that we, or our Agents, take a meter reading at least once per year.
12.6 If you have a smart meter, this may still need to be read in the short- term (by you, us, or one of our Agents) as a standard meter – until we notify you of industry readiness.
12.7 The smart meter and the display unit belong to ENSTROGA (or our Agents). In the event of you moving house, you need to leave the display unit behind, as it will not work with a different meter.
You agree to give us or our agents access to the premises and the metering equipment at reasonable times in order to take a meter reading, carry out a safety inspection, install, replace, test or reposition the Metering Equipment, or to enforce any other right and to carry out our obligations under this contract (e.g. disconnections and reconnections).
14.1 We agree that we will only use any personal data that you provide to us in accordance with our Privacy Policy, which is available on our website. We may run checks on you (and anyone else also responsible for payment) at Credit Reference and Fraud Prevention agencies, initially and periodically to help us assess your ability to pay our bills. When we run this check, the credit reference agency will record the fact that a check was made (even in the event that you do not become an ENSTROGA customer).
14.2 If you tell us, or we believe that you or another member of your household are in need of extra care, we will record that information and store it on our Priority Services Register, in order to ensure you get the service you need. The extra care might be because of your age, health, disability or financial circumstances, or it could be because you are vulnerable for another reason.
15.1 We do not exclude our liability for death or personal injury due to negligent acts by us or our agents, nor do we exclude our liability for fraudulent acts.
15.2 Despite liability described in clause 15.1, we will not be liable to you for;
Any loss due to circumstances beyond our control (a Force Majeure event) Any loss which is indirect, consequential, economic or financial including loss of profit, revenue, goodwill, business, contractor wasted expenses. Any loss which was not or could not have been reasonably foreseen even if we, our employees, subcontractors or agents did not follow this contract Any loss caused to you by the Gas Transporter or the Electricity Distributor in excess of the amount we are entitled to recover from the Gas Transporter or the Electricity Distributor on your behalf.
15.3 If you suffer any loss or damage, our responsibility to you will be limited to a maximum of £25,000 in any calendar year.
16.1 You must tell your electricity distributor immediately if you become aware of any matter or incident which affects or is likely to affect the security, availability and quality of the service of the distribution network or causes danger or requires urgent attention regarding the supply or distribution of electricity.
16.2 If you suspect or are aware of a gas leak you must immediately call the Gas Emergency Number 0800 111 999.
16.3 If you have caused a stoppage, limitation or disconnection then you may have to pay a reasonable charge to restore your gas/electricity supply.
As your supplier we are acting on behalf of your network operator to make an agreement with you. The agreement is that both you and your network both accept the National Terms of Connection (NTC) and agree to keep to its conditions. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from your home or business. If you want a copy of the
NTC or have any questions about it, please write to:
18.1 Notices to you under this contract will be sent by post or hand to the billing address, or in the case of email to the last known email address that you have provided. We will treat such notices as having been received two days after we have sent it to you, unless we receive evidence to the contrary.
18.2 Notices to us under the Contract must be sent by post to
ENSTROGA Alexandra House, 43 Alexandra Street, Nottingham, NG5 1AY or by email to energy@enstroga.co.uk
18.3 If, for any reason you’re not happy with our service, you can make a complaint. You can request a free copy of our complaints handling procedure by calling us, or find it on our website.
19.1 The following charges are applicable in the scenarios outlined below.
| Regular Electricity Meter | Smart Electricity Meter | Gas Meter (Regular/Smart) | ||
|---|---|---|---|---|
| Regular Electricity Meter | Meter Accuracy Tests** |
£145.00 |
£180.00 |
£200.00 |
| Smart Electricity Meter | New Meter Installations* |
£125.00 |
Not Currently Available |
£170.00 (Regular Gas Meters Only) |
| Gas Meter (Regular/Smart) | Meter Move |
£125.00 |
£125.00 |
£170.00 |
(* New Meter Installations)
As your supplier, it is our responsibility to ensure you have a functioning meter. Therefore, if your meter is faulty, we will install a new one free of charge.
If however your meter is functioning correctly and you still wish to have a new one installed, we are happy to facilitate this for you, subject to the fees above.
(** Meter Accuracy Tests)
Similar to the above, it is important that you have a fully functioning meter to ensure you can submit accurate meter reads. Therefore, if you believe your meter is displaying inaccurate reads, then we recommend a meter accuracy test.
We will only ever charge for this service in the event that, upon conclusion of the accuracy test, it is found that the meter was displaying accurate reads. In this event, the above fees will be applied.
Please note that you have up to 24 hours to cancel your appointment free of charge. Thereafter, any missed appointments will incur a fee of £30.00
Download our Terms & Conditions here.
ENSTROGA LTD. (hereinafter “ENSTROGA”) informs users/customers (hereinafter “YOU”) that it complies with the current legislation regarding the protection of personal data, user privacy and the secrecy and security of data, adopting the necessary technical and organizational measures to avoid the loss, misuse, alteration, unauthorized access and theft of the personal data provided, taking into account the state of the technology, the nature of the data and the risks to which they are exposed.
Through this Privacy Policy, ENSTROGA informs you of our website, www.enstroga.co.uk, as well as our webmail service, of the treatment and uses to which the personal data collected on the web are submitted, so that you can decide, freely and voluntarily, if they wish to provide the requested information.
ENSTROGA reserves the right to modify this Policy in order to adapt it to new legislation, jurisprudential criteria, industry practices or company interests. Any modification of this policy will be announced in advance to inform YOU.
The person responsible for the processing of your personal data is ENSTROGA LTD. (hereinafter “ENSTROGA”), with company registration number: 09812700 and registered office at Alexandra House, 43 Alexandra Street, Nottingham, NG5 1AY.
Contact details of the data protection officer responsible:
Postal mail: Alexandra House, 43 Alexandra Street, Nottingham, NG5 1AY
Contact email: DPO@enstroga.co.uk
The type of data we collect can include:
As you interact with our website, we may also automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.
All personal information we collect about you will be registered, used and protected by ENSTROGA in accordance with the applicable data protection legislation and with this privacy policy. Sometimes, we can supplement the information that YOU provide us with the information derived from our relations with YOU.
ENSTROGA does not intentionally collect data from children under 16 years of age.
We use different methods to collect data about YOU.
- Direct interactions: You may give us your data by filling in forms, using our website, using Wi-Fi, by corresponding with us by post, phone, email or otherwise.
- Third parties or publicly available sources: We may receive personal data about you from various third parties and public sources, such as:
Information about our customers, guests and invitees is an important part of our business and we do not sell it to others. We only share it in the circumstances set out below.
The purpose of the collection and processing of personal data responds according to each specific case, to the management of the provision of electricity and/or gas supply services, i.e. carrying out the execution of a contract or compliance with the obligations deriving from it, as well as for the purpose of managing and responding to requests for information, queries or suggestions, or in the publications or any services or activities, events or events offered by ENSTROGA. Likewise, the data may be used to send information, by any means, about the above aspects and in relation to other services or products of ENSTROGA, including the sending of commercial communications whenever you have authorized it.
When contracting regards to your energy supply, all data necessary to manage your connection to the grid will be communicated to the respective administration systems, which may be accessed by parties determined by the current legislation at all times.
As your supplier we are also acting on behalf of your network operator to make an agreement with you. The agreement is that both you and your network both accept the National Terms of Connection (NTC) and agree to keep to its conditions. The NTC is a legal agreement. It sets out rights and duties in relation to the connection at which your network operator delivers electricity to, or accepts electricity from your home or business.
If you want a copy of the NTC or have any questions about it, please write to:
Energy Networks Association,
6th Floor, Dean Bradley House,
52 Horseferry Road, London SW1P 2AF:
Phone 0207 706 5100,
or visit the website at www.connectionterms.co.uk.
If you (or a member of your household) need extra care (for example, because of your age, health, disability or financial circumstances), we keep record and share this information with the following people to ensure your supply is not interrupted and/or meet your special needs:
The personal data of the clients will be kept as long as necessary for the provision of the satisfying any legal, accounting, or reporting requirements. In some circumstances, we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the reasons we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
| Reason for data collection | Type of data | Legal basis for usage | In which cases can data be collected? |
|---|---|---|---|
| Execution of the existing contract between the USER and ENSTROGA:– Fulfilment of the obligations deriving from it.– Compliance with the legal obligations that result from application. | Identification data: Name and surname.Contact information: address of the supply point, billing address, telephone numbers, and email.Payment information: bank account / credit card number | Contractual relationship.:Compliance, development, control and execution of the contractual relationship established between the USER and ENSTROGA | Information provided by the USER. Contact forms. |
| Sending commercial and promotional communications that includes:– Sending marketing communications.– Promotion of our products.– Offering new products that may be of interest to the USER. | Identification data: Name and surname.Contact information: address of the supply point, billing address, telephone numbers, and email. | Consent. | Contact forms. Contract concluded between the parties. |
| Customer service, including:– Answering any questions submitted through our websites, contact emails, contact postal mail. Resolving any complaints or claims that may arise as a result of the disagreement with the provision of the service, billing, or any other inconvenience that may arise. | Contact information: address of the supply point, billing address, telephone numbers, and email.Payment details: bank account / credit card number (provided the query / claim is about billing) | Consent. Fulfilment of a contractual relationship. Legal duty. | Contact forms. |
| Maintenance of updated deletion lists to avoid being contacted, if requested by the USER. | Identification data: Name and surname.Contact information: address of the supply point, billing address, telephone numbers, and email. | Legal obligation: The GDPR enables us to keep your details on a deletion list, if you have asked us not to send you more commercial communications. | Contact forms. Contract concluded between the parties. |
The refusal to provide the requested personal data, or the delivery of inaccurate or incomplete data, could cause the inability to provide the contracted services in an appropriate manner. YOU are responsible for the veracity of the data provided, as well as to communicate any modification thereof.
Regarding the policy that is carried out for the purpose of sending you commercial communications about other products or services of ENSTROGA, we inform you that once you have given your consent if you do not withdraw it, you may continue to receive communications of this type. In any case, we remind you that if you gave your consent you have the right to withdraw it at any time without it having any consequence on the services or products that you have hired or of which you are a beneficiary. You will find the necessary information to exercise your right to withdraw consent in the section entitled “Your rights”.
If you have any questions regarding the purposes of the processing of your personal data or its legitimacy, you can contact the person responsible for the processing. You will find the data and contact channels in the first section.
The personal data collected through electronic forms and questionnaires or, where appropriate, downloadable forms will not be transferred or communicated to third parties, except in the cases necessary for the development, control and fulfilment of the purposes previously expressed, in the cases foreseen, according to the Law, as well as in specific cases of which YOU will be informed.
In any case YOU are warned that in expressing consent, ENSTROGA allows the possibility of contracting the provision of certain services with third parties that may involve access or storage of the your data, by the aforementioned third parties. In any case, this access will not be considered as a communication of the data by ENSTROGA towards the mentioned third parties, but as a mere provision of a service. In all these cases, ENSTROGA has signed legally enforceable data processing contracts with these third parties, where, among other terms, the purpose of access to data and security conditions is detailed.
If an external third party is based outside the European Economic Area (EEA) the processing of your personal data will involve a transfer of data outside the EEA. Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:
In order that the existing data in our files, computer and / or paper records, always correspond to the current situation, we will try to keep them updated. So, for these purposes, YOU must make the changes, directly, when this is enabled or by communicating through reliable means, with the corresponding area or department of ENSTROGA.
YOU guarantee that the personal data provided to ENSTROGA is truthful and is responsible for communicating any modification so that, at all times, they respond to their current situation.
In compliance with the legislation in force, ENSTROGA has adopted in its information system the technical and organizational measures legally required, in order to guarantee the security and confidentiality of the stored data, thus avoiding, as far as possible, its alteration, loss, treatment or unauthorized access.
Likewise and aware of the importance of your personal data, in case of violation of the security of personal data, ENSTROGA will inform the competent control authority, as well as commit to inform YOU of any situation that may have compromised the confidentiality and availability of your data.
YOU may at any time exercise the rights recognized in the legislation, which are those listed below:
In order to exercise these rights with ENSTROGA, the following channels are made available to YOU:
Likewise YOU have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
This cookie policy explains what cookies are and how we use them on our website. You should read this policy so you can understand what type of cookies we use, the information we collect using the cookies and how that information is used. By using our website you are agreeing that we can use cookies in accordance with this policy.
Cookies are files which contain a small amount of information. Cookies are stored on the browser or hard drive of your computer or device.
We use cookies to distinguish you from other users of our website and to provide a browsing experience that is unique to you. Cookies are used by us so that our website can remember what you have done whilst browsing, for instance, your log-in details, how far you have progressed with an order and what is in your shopping cart.
Cookies can be in the form of session cookies or persistent cookies. Session cookies are deleted from your computer or device when you close your web-browser. Persistent cookies will remain stored on your computer or device until deleted or until they reach their expiry date. We use the following cookies:
When you visit our website, we may automatically collect the following types of information from you: Your internet protocol (IP) address, your login information, time zone setting, operating system and platform, information about your visits including the URL you came from, your country, the search terms you used in our website, products you viewed or searched, page response times, download errors, length of visits to certain pages, page interaction information, (such as scrolling, clicks, and mouse-overs) and the methods used to browse away from the page.
Most browsers allow you to refuse cookies. You may block our cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. You can find out more about cookies and how to delete and control them on www.aboutcookies.org or click help in your browser menu.
If you block our use of cookies, you may be unable to access certain areas of our website and certain functions and pages will not work in the usual way. For example, you will not be able to use the shopping list feature or shop online.
We may update this policy from time to time. Changes in technology, legislation and authorities’ guidance may require us to inform you of the activities we undertake where it affects your privacy rights. You should check this page occasionally to ensure you are familiar with any changes.
Your postcode wasn’t recognised. Please send an email to energy@entroga.co.uk and we’ll get back to you.