If Bulb has sent you a letter about setting up an account

If you’ve received a letter from Bulb asking you to set up an account, it’s because we are the energy supplier for your property. You need to set up an account with us to pay for the energy you’re using.

Find out what to do if:


You have a ‘deemed contract’ with Bulb

Energy suppliers continue to supply properties even when people move out and their contract ends. This makes sure the lights are on for the next person moving in.

If you’ve just moved in and we’ve sent you a letter, you have a ‘deemed contract’ with us, at Bulb. This is an automatic contract that starts when a person or business moves into a new property and uses energy without agreeing to a specific contract.

If you’re the owner or landlord, the deemed contract applies between tenants.

We send you a letter if we don’t hear from you

When you move into a new property, you should contact the existing energy supplier to let them know you’ve moved in.

If you’re not sure who your existing supplier is, Citizens Advice link to some options so you can look up your supplier online.

If we don’t hear from you, we’ll send you a letter and ask you to set up an account. There are a few reasons why:

  • in case there’s an emergency with your meter or your energy supply - we’ll ask for your name and contact details
  • to pay for the energy you’re using
  • in case you need any extra help to manage your energy – for example, if you are aged 60 or over, have a child under 5 years old, have a disability or long term health problem


We work with a credit reference agency to find your contact information

If we supply your property and you don’t have an account with us, we work with Equifax to find the contact details of the person responsible for the property.

Equifax is a credit reference agency. They are able to search their databases for contact data relating to an address if someone has agreed to share this information.

We appreciate how important it is to treat data carefully, and lawfully. If you have feedback or questions about this process, visit the Equifax website to find out more about how they handle your information. And you can read more in our own privacy policy.


This will not affect your credit score

Equifax searches for information to do with the property, not the individuals living at the property. So if we’ve contacted you asking you to set up an account, it won’t affect your credit score. However, if we don’t hear from you, the account may be passed on to a debt collection agency. Find out more about Bulb and debt collection.


You can set up your Bulb account online

We know there’s a lot to deal with when you move home. So we’ve made it easy to set up your account online.

We’ll calculate how much you need to pay each month based on normal usage at the property. And if there’s any debt to pay, we’ll split this across your monthly payments. Alternatively, you can repay the debt in one go to keep your monthly payments lower.

If you’re worried about paying for this energy please contact us, we can help. Find out more about what to do if you’re having trouble paying.


You need to set up an account even if you want to switch supplier

We supply 100% renewable energy electricity and 100% carbon neutral gas. And we hope you’ll choose to stay with us once you’ve signed up – but if not, we don’t charge exit fees. So you can switch to a new supplier. You must set up an account with us before you go though, to pay for the energy you’ve used so far.


Let us know if you’re not responsible for the property

If we’ve made a mistake, and you’re not responsible for the property, let us know. We’ll ask to see the following information to confirm you’re not responsible:

  • Tenancy agreement
  • Council tax
  • Freehold agreement
  • Land registry
  • Completion statement
  • Headed letter from a solicitor, estate agent or letting agent

While we’re checking your details, you may receive another email or letter from us. Once we’ve confirmed you’re not responsible, we’ll make sure these stop and we don’t contact you again. Sorry for the hassle.


Standing charges apply even when properties are vacant

If you are responsible for the property, you’ll still need to pay the daily standing charge for gas and/or electricity, even if the property is vacant. The standing charge is the cost of keeping you connected to the network. It means when people do move in, they’ll be able to start using gas and electricity straight away.

If the property will be vacant for more than a month, we recommend setting up a Direct Debit to cover these costs and avoid any late payment fees.

If your monthly statement looks too high for a vacant property, we can double check the usage. All we need from you is a meter reading. Once your account is all set up, you can enter a meter reading online, or you can send us a photo to help@bulb.co.uk. 

If you need it, we’ve got information about how to read your meter.

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