Frequently asked questions about the coronavirus.


1Will COVID-19 have an impact on the security of my supply?
All the relevant UK industry parties responsible for ensuring the continuity of supply of gas have assured us that they can continue to provide the industry with products and services to protect the safety and to sustain the flow of gas.
2How can I best prepare my business for the time ahead?
We are asking all customers, where possible to register their accounts online, to manage their payments, view bills and provide meter readings. You will need your account number at hand to do this.


1Will you be giving your customers any discounts on bills?
We know some of our customers’ circumstances may have changed unexpectedly in recent weeks. If you're struggling to pay your bill, you can get in touch with our customer service. Each customer has a different story and different needs, therefore we will look at the requests on a case by case basis.
2Will you charge vacant premises?
For the businesses which have been closed due to COVID-19, we will still be issuing invoices with standing charges only. Although we may have to charge if electricity is being used. If your consumption is likely to change significantly, we would suggest that if you are able and it is safe to do so, to provide us with a meter reading so that we can bill you on actual consumption.

Facing financial hardship

1How will you be supporting those in financial difficulty due to businesses being closed?
If you're having difficulty paying your bill due to your business being closed because of COVID-19, we advise you to check available funding through HMRC and other government sources to access support for business costs. You will find a few links on our Covid-19 dedicated page.
2What is the process if a customer has to be closing temporarily?
If you have to close your business temporarily due to government advice, please send us a written confirmation listing the temporarily closed sites. We also ask you to send us a meter reading on the closing date. The site will be marked as temporarily closed on our system.


1My meter has a fault; will someone be able to fix it?
There are no changes to emergency procedures during this time. If there is an emergency such a gas leak please call 0800 111 999. To report any other non-emergency issues with your meter please contact your supplier who will contact us as normal. Alternatively, contact us directly to discuss any non-emergency issues. EMS essential cover includes the following field activities:
  • Meter faults
  • Off-supply
  • Meter installations for safety, vulnerability or critical infrastructure reason
2My AMR meter is not working, what should I do?
Your meter will still be fully functioning so there will be no affect to your supply. Due to UK Government guidelines, as this is a non-essential activity, it will not be repaired until the current UK Government restrictions have been updated. You can contact our team who can log the fault for future repair.


Transfer & Exchange

1I am due to transfer to Regent Gas, will this still happen?
We will apply to your current supplier to initiate your switch. If your current supplier does not object, your supply will switch to us on your contract start date. Also due to the unprecedent circumstances, there could be delay in your switch to Regent Gas.
2I am due to transfer to another supplier, will this still happen?
Your incoming supplier is responsible for initiating the switch. If you are not in a valid contract and there is no outstanding balance on your account, we will not object to your switch. Also due to the unprecedent circumstances, there could be delay in your switch from Regent Gas.
3I’m waiting for a meter exchange, will this still go ahead?
Unfortunately due to the current UK Government guidelines, our meter installers will only be able to exchange meters due to emergency faults. We will contact you at a later date to arrange a new appointment for your meter exchange.

Frequently asked questions

For your reference, here’s a selection of common questions and answers relating to business gas supply, connection and metering. If you have any further questions, please contact Regent Gas.

1How often is my business gas meter read?
If your site uses less than 293,000 kWh per annum, we will aim to read your meter every 6 months. Between these readings, the monthly invoices sent out would be based on estimated readings, unless you supply us with a reading.
If your site uses more gas than this, it will be read on a monthly basis by the meter reading agency.
2How do I ensure that my business gas invoice is based on my reading?
If customers who use under 293,000 kWh per annum (or 10,000 therms a year) want their own readings to be used for the generation of invoices, rather than estimated readings, then they should contact our customer services department at the end of each month with their own readings. If you contact us at least 5 days before your normal invoice date, then you can ensure that your next invoice will be based on your own actual readings.
3How is my business gas invoice calculated?
Your invoice is calculated using the following formulae:
For gas meters measuring cubic feet:
difference in meter readings x correction factor x 2.83 x calorific value / 3.6 = kWh

For gas meters measuring in cubic meters:
difference in meter readings x correction factor x calorific value / 3.6 = kWh

Where ‘correction factor’ is a figure that takes into account changes in the volume of gas, based on temperature and pressure differentials and where ‘calorific value’, is a figure that takes into account differences caused by the quality of the gas in the amount of energy generated when the gas is burnt.
4How much VAT do I pay on my business gas?
Supplies of fuel and power are subject to the standard rate of Value Added Tax, which is currently 20% unless there is a provision for the reduced rate (5%) for qualifying use or zero-rate to apply. The legal provisions for the reduced rate are in the VAT Act 1994, Section 2 (Annex A).
Qualifying use is domestic use and use by a charity for its non-business activities. Regent Gas will apply the standard rate to all supplies unless we are in possession of a signed VAT Declaration Certificate. If you have any doubt that you qualify for reduced rate VAT you should contact your local VAT Office. Call 0845 010 9000 for the National Advice Line.
5What is CCL?
CCL stands for Climate Change Levy, a tax introduced by the government in April 2001. All UK businesses and public sector organisations pay CCL tax on their energy consumption. It will be shown separately from VAT on your invoice.
6How do I pay my business gas bill?
Regent Gas accepts the following methods of payment:
Direct Debit. Your payment for the invoiced amount will be automatically taken from your account 10 days after the invoice date.

Standing Order. For fixed monthly amounts. We will work out your monthly payments depending on your annual usage of gas.

BACS: Deposit payments for invoices directly into our account. When you use this method of payment, you must send us remittance advice so that we can correctly allocate the payment to the relevant invoice(s).

Cheque. You can also send us a cheque for the invoiced amount.
7How do I query an invoice?
Any queries on invoices can usually be resolved by contacting our customer services department. For instance, if you feel that the invoice you received is not reasonable, because the estimated read was either too high or too low, all you need to do is provide us with your own customer reading and we can reissue you with a new, recalculated invoice.
Please note that you should bring any queries such as this to our attention as soon as possible, as direct debit payments are typically made 10 days after the invoice date and we would need to amend your account before this direct debit is taken to avoid any problems.
8How do I make a complaint?
If you have a complaint please follow our complaints procedure.
9Project Nexus - what's happening?
An updated central gas system, operated by Xoserve, will be implemented in the UK. The central system, also known as UK Link systems, supports gas settlement and supply point administration on behalf of gas transporters. Project Nexus is being managed by Ofgem and PwC and is currently on track for implementation on 01 June 2017.
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