RAM Energy Announcement
Robin Hood Energy, our supply license partner, have recently announced that they’ve agreed a sale of their business to British Gas. Please see the announcement for more details
How can I pay for my energy?
If you are not on a pay-as-you-go meter, the two main ways to pay for your energy are by Direct Debit or on receipt of your bill:
By Direct Debit
With a variable Direct Debit you do not need to worry about forgetting to pay your energy bill because the payment is automatically transferred from your bank account each quarter, within 14 days of us issuing your bill. We will send you a quarterly bill or statement so that you can keep an eye on what you are paying.
You can chose to make a fixed Direct Debit to make fixed payments, meaning that the amount is the same every month, or variable payments, where you pay for exactly the energy you use.
On receipt of your bill
Another option is paying on receipt of a quarterly bill which we will send by email or post. If you choose this option, it’s still a good idea to send us regular meter readings so you don’t end up paying for more energy than you are actually using.
These are the ways to pay when your bill comes through:
How does paying on receipt of bill work?
If you choose to pay on receipt of a bill, you will receive a bill every quarter by post or email. It’s best to provide us with regular meter readings so that we can bill you accurately and that you do not pay for energy you have not used! This also allows us to help you budget by reviewing what you pay against how much energy you are actually using, rather than receiving an estimated bill.
There are many ways to pay when your bill comes through:
- Log in to your online account.
- By phone on 0800 121 6699
- At the Post Office – you can pay by cash, credit or debit card at the Post Office. You will need your bill to complete this transaction as the Post Office will need to scan the barcode to allocate the payment to your account with RAM Energy.
- At a Paypoint – you can pay by cash, credit or debit card at any Paypoint. You will need your bill to complete this transaction as the Paypoint will need to scan the barcode to allocate the payment to your account with Ram Energy.
Remember, if you are a credit customer and register for an online account you will get an annual discount if you manage your account online and go paperless.
How do Direct Debits work?
Fixed Direct Debit
With a fixed Direct Debit, we set an amount that automatically comes out of your bank account each month on a specified day to cover your energy bills. We base this amount on the information we receive about your usage, such as the information you provide when you get a quote, or after a six-monthly review of your energy use.
Normally people’s energy use fluctuates across the year, but the fixed monthly amount is calculated to cover a year’s consumption in equal payments.
If you regularly overpay then you will build up credit on your account and in time we will reduce your monthly Direct Debit to rebalance your account.
If you regularly underpay then you will build up a debt on your account and we will increase your monthly Direct Debit amount in order to pay off the debt and more accurately reflect your usage. If your monthly payments are usually too low to cover the energy you use, we'll write to you letting you know we need to increase your payments so that you don’t build up too much debt.
Monthly fixed Direct Debit payments are re-assessed every six months. Your statement may be adjusted each time a re-assessment is made, in order to better reflect your usage.
Variable Direct Debit
With a variable Direct Debit, you pay for the energy you use each quarter (billing period). Energy use usually fluctuates across the year, so this means that your payment in a warm summer month could be very different to your payment in a cold winter month.
With variable Direct Debit we will send you a statement collecting your payment within 14 days of issuing the bill/statement.
If you are behind on your bills and you pay by fixed Direct Debit, you can still make a one off payment by debit/credit card to catch up. This will be in addition to your fixed Direct Debit payment.
How do PAYG meters work?
Prepayment or ‘pay-as-you-go’ meters allow you to pay for your gas or electricity before you use it; this can help you manage the cost of your energy supply and avoid high bills.
To top up a meter, simply load credit onto a key or card at a Post Office, PayPoint or Payzone, and then insert the key or card into your meter.
What are the benefits?
Some customers prefer pay-as-you-go energy because it can help them manage their finances by letting them see exactly what they are using and spending. You can also build up credit to use during the winter months, when you are likely to use more energy.
Paying for your gas and electricity
Remember that if your meter runs out of credit, you will be without gas or electricity. For this reason it is important to top up regularly. Fortunately this is quick and easy to do; you can do it at any Post Office, PayPoint or Payzone.
If you, or someone you care for, are having difficulties paying for gas or electricity, contact us as as soon as possible so that we can help you. You can speak to one of our customer services team for free on 0800 121 6699 and discuss our pay-as-you-go tariff with them.
How often will I get a bill?
We will send you a bill every quarter (three months).
It is a bit different if you use a pay-as-you-go meter, as you will already know how much you are spending when you top your credit up. We will also send you a yearly statement, so you can assess your annual spend.
How can I update my bank details?
If you need to change your bank details, call us for free on 0800 121 6699 and our customer services can update your records.
How will my energy costs be calculated?
We use watts to measure the power of all electrical devices ; for example, a toaster might be about 1,200W. To calculate the costs of the power used by an electrical item, the wattage is multiplied by the number of hours it is used each day, and then by the number of days per year. The total is divided by 1,000 to give us the number of kilowatt-hours (kWh). The final cost can be worked out by multiplying your price per kWh by the amount of kWhs you have used.
How will I be charged for my energy supply?
The prices you pay for your energy are set out in your tariff, which we send out with your welcome pack.
If you are on a fixed-price tariff, the welcome pack will state when the fixed-price term ends. If you are on a variable tariff, this means your tariff can go up or down – but we will tell you about any changes in advance. We will also include this information on every bill or statement that we send to you.
Our tariffs are made up of the following charges:
- The standing charge – this is a fixed daily amount
- The unit rate – this is the amount per unit of gas or electricity you use
What if my meter reading isn’t correct?
If you think your meter is not working properly, please call us straight away on 0800 121 6699.
If you have a pay-as-you-go meter, we do not really need to read the meter as we automatically get readings when you top up your credit.
How do I make sure I’m paying the right amount?
What happens if I don’t contact or pay you?
The last thing we want is to have to take further action against you, so we urge you contact us as soon as you can. If we do not hear from you we will do the following:
- Contact you using the details you have provided.
- Pass your account to a debt-collection agency.
- Get a warrant to enter your home and fit a pay-as-you-go meter, if it is safe to do so.
If you do not pay and we are unable to fit a pay-as-you-go meter, we can disconnect your supply. However, this is not something we will do lightly.
We will not disconnect your energy supply during the months of October to March if you are pensionable age and living alone, or only with those of pensionable age or under 18 years old.
We will also take all reasonable steps to avoid disconnecting in winter you are or living with someone of pension age, disabled or chronically sick.
I’m having problems paying for my gas and electricity, what should I do?
Don’t panic – we can help. Speak to one our customer services team for free on 0800 121 6699 between 8am and 8pm Monday to Friday or between 9am to 5pm on Saturday. They will listen to your concerns, find out about your situation and then give you advice about the payment options that could help you out.
If you are on certain benefits and are having difficulties clearing fuel debts, you can arrange to pay them straight from your benefits. Payments like this are known as ‘third-party deductions’ – you may have previously heard of them as ‘Fuel Direct’.
If you are worried that you are getting behind with payments, then we can help you set up a debt repayment plan to help you get back on top of things. You could also consider moving to a prepayment meter, which some people find helps them manage their energy spend. We will fit a prepayment meter where it is safe and reasonably practicable to do so.
We will also consider your circumstances and ability to pay. If we need to calculate any instalments you might need to make, we will give consideration to the following:
- Any relevant information provided by third parties.
- The value of all charges recovered through pre-payment meter (if paying by pre-payment meter).
A really good way to reduce your energy charges is to use energy more efficiently. So why not try out some of our Energy saving tips to get your bills down?
There are also a number of independent organisation that can support you if you are having difficulties paying for your energy bills. For more information, check out our Independent support and energy discount schemes FAQs page.
PAYG meters and debt
If you have had a pay-as-you-go meter installed to help you repay a debt, it will be collected each week from the credit you put onto your meter. If you check the displays on your meter regularly you will see the amount of debt reduce as you add credit. Once you have paid the debt in full, your meter will automatically stop collecting these payments.
If you are paying us back in this way, it is important to stick to the payment schedule we agree with you. If you do not, then we can ask you to pay us the full amount straight away, or to pay us using a different, faster method. Either way, we will let you know before we make any changes.
Can I join your priority services register?
We aim to give all our customers an excellent service and we’ll do everything we can to meet your needs. The best way to tell us about your requirements is to add your details to our Priority Services
You’ll qualify if you:
- Are of pension age
- Have a disability
- Have a long-term health issue
Once you join the register, we’ll let you know about any changes or interruptions to your service so you can make other arrangements if you need to. We can read your meter if you’re unable to do it yourself, and we can also provide large-print or Braille bills if you need.
How do you keep your customers safe and secure?
We take your safety and peace of mind very seriously.
Rest assured that any representative for RAM Energy has all the skills necessary to complete the required task in hand, and has been judged as fit and proper to visit and enter your property. If you would like further help and advice relating to your energy supply, our representatives can also provide you with a contact point for your queries.
If you are concerned that someone claiming to be from RAM Energy may not be who they say the are, here’s what to do:
- Check their ID. Our representatives always carry identification cards, so do not worry about asking to check their card carefully.
- Call us, if you are still unsure about whether the person is genuine, please ring 0800 121 6699 before you let them in and we will check their details.
Join our password scheme
If you are on our Priority Services Register you can use our free password scheme – just choose a password no one will be able to guess and call us on 0800 121 6699. We will make sure anyone visiting your home from RAM Energy can confirm it with you.
If you need further support you can ask any visiting representative to advise you of a contact point for any help and advice relating to your energy supply.
Where else can I go for help?
Action on Hearing Loss
The largest charity supporting people who are deaf, have a hearing loss or suffer from tinnitus. Contact them for free information on equipment that could help.
- Website: actiononhearingloss.org.uk
- Phone: 0808 808 0123
- Text phone: 0808 808 9000
- SMS: 0780 000 0360 (standard text message rate applies)
- Email: firstname.lastname@example.org
Advice for older people on money, care, health, housing and more.
Citizens Advice provides free, independent advice, whether you are looking for a better deal, want to make a complaint, would like help paying your bills or want to read up on your rights as an energy customer.
- Website: citizensadvice.org.uk/energy
- Phone: in England call 03444 111 444, in Wales call 03444 772020 and in Scotland call on 0808 800 9060.
Disability Rights UK
An organisation promoting independent living for disabled people as well as giving support to carers.
- Website: disabilityrightsuk.org
The Royal National Institute of Blind people (RNIB)
RNIB offers information, support and advice to people with sight loss.
Royal Voluntary Service
The Royal Voluntary Service provides practical help and emotional support to help older people remain an active, independent part of the community.
Working to make the world a better place for disabled people and their families.
The national charity that supports and campaigns for children and adults who are deafblind.