Zog Energy customers transferred to EDF: What’s next?

What should Zog Energy customers do now?

Zog Energy announced that they have ceased trading in the beginning of December due to the energy market crisis. Ofgem has appointed EDF to take on Zog’s 11 700 customers. If you are a customer of Zog Energy, this article will provide you with useful information on what’s next!

What happened to Zog Energy?

The record high wholesale gas prices have made many energy suppliers in the UK to go out of business. Smaller energy providers have been more affected by the energy market crisis,and Zog Energy was the one to follow their path.

Will my energy supply be interrupted?

No, your household will still be supplied with energy and you will not feel any difference in your supply! The energy watchdog Ofgem has the responsibility to ensure that all customers will not feel any disruptions and inconvenience, and make sure that the transfer to EDF is performed smoothly.

Should I still be paying my bills to Zog Energy?

Depending on your personal situation, you might still owe money to Zog Energy. Therefore, you should not cancel your contract or make any changes to your payment agreement. Wait until your new supplier, EDF, contacts you. They will inform you how to proceed in this situation and give you instructions to follow.

Should I take a meter reading?

While you are waiting for EDF to call you, you should take a meter reading for future reference. This will be useful when setting up your new account with EDF.
It is also important do to it because you can use the meter reading to check if you have been charged the right amount for your energy use or you have overpaid for your energy bill. The meter reading will be a proof of your real energy consumption.

What happens if I am in debt or credit to Zog Energy?

If you are still in debt or in credit to Zog Energy, your situation depends on their agreement with EDF. The two suppliers will decide who will take care of these payments. When EDF contacts you about your new contract with them they will give you instructions about this matter. This process might take a few weeks, so just sit and wait for their call!

EDF to take over: will my bills go up?

When your supplier goes bust, you will be put on a deemed contract with the new supplier chosen by Ofgem. In such a situation, you are not able to chose your tariff and you are automatically assigned under a deemed tariff. This contract tends to be a big more expensive and in some cases could be higher than your old one.

What rate will I pay under my new EDF contract?

When your new supplier is chosen, you will start to pay the tariff of the deemed contract you have been put on with EDF. The rates should be communicated to you by EDF or their administrator.

We would recommend that you ask EDF to put you on their cheapest contract to minimise the costs and once the transfer is completed you can shop around and look for better tariffs or another energy supplier that meets your budget and needs.

Who chose EDF to be my new supplier?

The UK’s energy watchdog Ofgem (the Office of Gas and Electricity Markets) takes care of assigning customers of failed suppliers to more stable energy providers. They have chosen EDF to take on Zog Energy’s customers and the change came info force on the 4th of December. Ofgem chooses the new supplier based on their ability to take on all customers of the failed supplier and be able to provide energy at least for a temporary period.

When and how will I be contacted by EDF?

It is not clear now long in could take until the new supplier contacts you with instructions. Usually, the suppliers aim to make the transfer as fast as possible, but depending on the amount of customers that are being moved, it can take a little longer. The new supplier will have access to the contact details and address that you have provided, therefore you should make sure that your personal information is up to date!

Can I switch suppliers right now?

You should not switch your supplier before your transfer to EDF has been completed. Once you are officially moved to EDF, you can shop around and look for a new supplier of your choice.

Do I have to remain on contract with EDF?

No, you do not need to stay on contract with EDF. However, you cannot directly switch to a new supplier after Zog Energy has gone bust. Wait until you are moved to EDF and then start the process of switching to the supplier of your choice. Furthermore, it is best to wait for EDF to contact you and sort out the remaining credits or debts you might have.

However, if you were in the process of switching from Zog Energy to another supplier before it went bust, your credit balance will remain intact and the switch should go as planned.

EDF tariffs in 2021: what can I choose from?

While, as we have said, you will be free to switch to another supplier once EDF has contacted you, you are also free to browse EDF’s offers first. We suggest you take a look at them below.

The annual average costs of EDF’s main tariffs

As an overview, here are the annual costs of EDF’s gas and electricity plans, to give you a general idea of what an energy deal really looks like with them:

EDF’s variable rate tariff

Variable tariffs imply that the price you pay depends on the current market prices, rising and falling with it proportionately. This allows you to take advantage of any decreases in price, but also makes it more difficult to predict what your monthly energy costs will be.

EDF does offer a variable tariff, but only one. Here it is, both for gas and for electricity:

EDF’s fixed rate tariffs

What about fixed rate tariffs? These follow the opposite principle, meaning that monthly fees are always the same no matter what. The fixed nature of the rates usually lasts 12, 24 or 36 months. Here are EDF’s fixed rate deals:

EDF’s prepayment tariffs

EDF offers several prepayment tariffs. These energy plans allow you to set the amount you’ll be paying, for a specific amount of energy. This makes it easier to keep a strict budget.

EDF’s Economy 7 tariffs

Economy 7 tariffs give the customer two different rates, the day rate and the night rate, which correspond to an on-peak and off-peak time period respectively. This means that if you are flexible with your energy consumption habits, you can take advantage of the E7 system and pay the majority of your energy consumption at the lower rate. Here are EDF’s E7 rates:

What made them different?

Apart from the extraterrestrial connotations of their name Zog Energy were atypical in a number of ways. They were one of only a handful of gas-only suppliers in the UK, and offer a no-frills approach to gas supply.
Even the brand’s website lacks the panache, bells and whistles that we usually expect from energy suppliers, and there’s something quite refreshing about the unassuming simplicity of Zog Energy’s website. That said, it’s easy to navigate and packed with information. Something that can’t be said for many suppliers that put flashy graphics and marketing speak at the forefront of their online presence.
They have an uncommonly good customer service record, as well as a comprehensive range of gas-only tariffs at market-leading prices.

Who were Zog Energy?

Zog Energy is a domestic energy supplier founded by two double Queen’s Award winning entrepreneurs who are dedicated to simplifying the energy market.
But that’s what they all say, right?

However, Zog Energy put its money where its mouth is with transparent pricing, and a strong focus on customer service, simple gas tariffs and the best possible value for money.
Zog’s founders, Andrew Cleveland and Tony Chester, come from the tech world. Their in-depth knowledge of cloud computing and CRM systems allows them to make their operations optimally efficient while reducing operational costs. So they can pass their overheads on savings on to their customers.

Why did Zog Energy only supply gas?

Zog’s USP was its emphasis on simplicity. It had chosen to start with gas because this represents most of the average domestic customers' annual fuel bill. We typically use around 12,000 kWh of gas compared to just 2,900 kWh of electricity.

Zog aimed to help energy consumers who are disillusioned with the “Big 6” suppliers to save money by offering the most competitive prices possible, and making the switching process as easy as possible.

Who owned Zog Energy?

Zog was founded by Andrew Cleveland and Tony Chester. The pair are double Queen's Award winning entrepreneurs who are dedicated to making the energy market simpler and more affordable. They leverage their experience in the digital sphere to drive down operational costs, thereby driving down customers’ bills.

Are Zog Energy any good?

This is the ultimate question that every energy consumer needs to find an answer to. And while “good” is pretty objective in the world of energy (we’re all looking for something different in our energy suppliers), there’s much to recommend Zog Energy.
Let’s start with what every energy consumer wants to know more about… the brand’s prices.

Our opinion on Zog Energy

As a small gas-only supplier, Zog Energy may be outside many energy consumers’ comfort zones. Especially if they are accustomed only to the “Big 6”. However, with a great reputation for customer service, a good range of tariffs and eminently reasonable rates, there is a lot to recommend them.
If you think Zog Energy might be the gas supplier for you, The Papernest team can help you find the perfect tariff for your household. We’ll also manage your switch from end-to-end to help you get cheaper gas quickly and 100% hassle-free.

Tariffs & prices

Zog Energy is a gas-only supplier. You will need to get your electricity elsewhere, unless, of course, you generate enough off-grid energy via solar panels, wind turbines or micro hydropower systems to power your home. Keep in mind that getting your gas and electricity from separate suppliers may still work out cheaper than opting for a dual-fuel tariff.
They offer a combination of fixed and variable energy tariffs. There are two kinds of 12 month fixed tariffs, and two kinds of 24 month fixed tariffs.

The Mercury fixed-rate tariffs carry a £30 early exit fee, however the Saturn fixed-rate tariffs do not. Remember, you can call the Papernest team and switch to a new energy plan within 60 days of your contract’s ended date without incurring any early exit fees.

The costs below are based on UK national average unit rates per Kilowatt Hour (kWh). The costs below assume average consumption of 12,000 kWh of gas per year.

All costs are inclusive of VAT at 5%.

Is Zog Energy really cheaper?

We’ve been conditioned to believe that dual-fuel energy tariffs are always the cheapest way to go. And while many suppliers do offer a discount to customers who choose dual-fuel deals, this isn’t always the best deal.

Zog Energy have some of the best unit rates on the market at the moment, so it could be beneficial to have your gas and electricity with separate suppliers.

What other services do they offer?

Zog Energy’s selling point is its simplicity. As such, those looking for additional services like boiler cover, business energy rates or other additional services may be disappointed.

Do Zog Energy do business tariffs?

No. At the time of writing, Zog Energy is focused exclusively on the domestic energy market. However, that may change as the brand grows and branches out into supplying electricity as well as gas.

Do Zog Energy have smart meters? What smart meters do they offer?

Zog Energy began rolling out smart meters across different regions in 2020. However, they do not yet have full national coverage. The best way to find out if Zog Energy is currently offering smart meters in your area is to email hello@zogenergy.com.

A smart meter and In Home Display can help you to better track your gas consumption in real-time and see the effects of energy saving measures you implement as you make them. Not to mention ensuring that your direct debits are always accurate.

Zog Energy has not yet disclosed which kinds of smart meters it is rolling out. However, since it only began to install smart meters in 2020, it’s safe to assume that these will be second-generation SMETS2 smart meters. These are better than their first-generation counterparts as they will continue to transmit your usage data to your supplier even if you switch away from Zog Energy.

How to apply for the Warm Home Discount with Zog Energy

Unfortunately, as a smaller energy supplier Zog Energy does not currently offer the Warm Home Discount. This provides a flat £140 discount on the cost of energy through the colder months from September to March for elderly and low-income energy consumers.

Only energy suppliers with over 250,000 customers are required by law to provide the Warm Home Discount, and while some offer this on a voluntary basis, Zog Energy is not one of these.

However, Zog Energy may still be a cheaper option for your household, even without this discount.

What do their customers say?

At Papernest, we understand that there’s often a huge discrepancy between the bold claims that suppliers make on their websites and the lived experiences of real customers.

Zog Energy’s website is thankfully light on marketing bluster. But how do their customer really feel about them?

We can take a look at Zog Energy’s Trustpilot page to get an overview of customer sentiment.

Zog Energy currently has an overall customer score of 4.7 out of 5. This makes them an “Excellent” supplier, and among the highest-performing energy companies on the platform.

At the time of writing, Zog Energy has a fairly modest 211 customer reviews. Of which:

• 187 (89%) were “Excellent”
• 7 (3%) were “Great”
• 4 (2%) was “Average”
• 3 (1%) were “Poor”
• 10 (5%) were “Bad”

As we can see, over 90% of customers found the brand to be above-average.

Positive reviews cite a high standard of customer service and consistently good value for money. One reviewer mentions having been with them for several years, consistently finding them to offer the best deals on gas year after year. Billing accuracy and clarity were also praised. One glowing review was not without a sense of humour, stating that “As a Norwich City supporter, I have to gloss over the fact Zog are based in Ipswich. The thought that there is a well organised team in Ipswich is hard to accept”.

There were, however, still a handful of negative reviews on the platform. One cites “lazy” customer service and difficulty switching because they did not know their MPRN number. Another cites long waits getting credit refunded, while some also mention slow issue resolution that causes frustration.

How green is Zog Energy?

Zog Energy does not offer electricity. As such, it doesn’t have an energy fuel mix. It uses a combination of gas sourced off UK shores as well as imports from all over the world including Norway and the Middle East.

It uses 100% natural gas. Unfortunately, it has no carbon-offset gas or carbon-neutral biomethane gas.

How to contact

At Papernest, we know how frustrating it can be when your energy supplier isn’t available when you need their help and support. Being able to contact your supplier when you need them is a core tenet of customer service.

So, how easy is it to get in touch with Zog Energy?

You can get in touch with Zog Energy by calling 01473 597964 , or emailing hello@zogenergy.com. Because they are a small energy supplier, Citizens Advice has not published any data on how quickly they answer the phone or respond to emails. However, it’s worth noting that they respond to negative reviews on Trustpilot within 1 week, and have so far responded to 100% of all negative reviews.

Zog Energy: How to pay

Zog Energy only accepts payment by direct debit. The Papernest team recommends installing a smart meter if possible, or checking your meter readings every month in order to ensure that you are billed accurately.

How to refer a friend to Zog Energy

Zog Energy does not currently offer a referral scheme.

How to complain about Zog Energy

If you have a complaint about Zog Energy, you can submit it either over the phone, via email or in the post. If you choose to post your complaint, make sure it is sent by recorded delivery. You can send it to the following address:

Zog Energy Ltd
IP City Centre
1 Bath Street
Ipswich
Suffolk

IP2 8SD

Zog Energy has 8 weeks to find a satisfactory resolution to your complaint. If you feel that they have not done this within the appropriate timeframe, you can submit your complaint to the energy ombudsman.

Want to know more?

Call us today on 0330 818 6225.

We’re available from 8am to 6pm.

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