The messages I’ve received are addressed to the Occupier

If you’re receiving bills addressed to the Occupier this means there is unpaid energy usage at the property, but we don’t know who needs to pay.

You will only be responsible for the energy used at the property while you were living there.

If you’re not sure whether you need to pay here’s what to do:

• Check the supply period of the debt (this is the period of time in which the unpaid energy was used).
• If you were living in the property for some or all of this time then you will need to pay for what you have used.
• If you were not living in the property during the supply period, then you are not responsible for any of the energy used.
• In either case you will need to contact us to let us know when you moved in so we can update the account. Please email us at support@ophelos.com. We may ask you to share a tenancy agreement or bill of sale to show when you became responsible for the property’s bills.

I was not living in the property during the supply period

The person who needs to pay the debt is the person who was responsible for the property during the supply period.

This means either the person living in the property or, if the property was empty at this time, the landlord or owner.

If we have contacted you and you think someone else is responsible for the debt all you need to do is:

• Send us an email to support@ophelos.com to let us know when you were living in the property (or that someone else was responsible for the property at the time).
• Share a copy of your tenancy agreement or bill of sale to show when you moved out or, if you are a landlord, when your tenants were responsible for the energy supply.

Our team will share this with the supplier to update the account.

⚠️ If you owned or lived at the property for some of the supply period you will still need to pay for any energy used during the time you were responsible.

If you are responsible for the energy used during the supply period but you think the debt amount is wrong find out what to do here.

I live at the supply address but I’m paying a different supplier for my energy

It is likely that the bill you’ve received is for energy used at the property before you switched suppliers.

Switching suppliers won’t be instant, so there will usually be some leftover energy usage you will need to pay.

If your account with your old supplier was in debt before you switched, then your final bill will also include any energy usage you didn’t pay while you were with your old supplier. The bill you’ve received should be for all your unpaid energy before your new supplier took over.

⚠️ In very rare cases, there may be an issue with your switch. If you think your bill is for energy you have already paid for, contact your current supplier as soon as possible so they can investigate.