Frequently asked questions

• How do I transfer my Shell Energy energy supply to my new home?

  After you tell us your new address during the move out process, we’ll ask you if you’d like to take your Shell Energy tariff with you. If you do, we’ll ask you for some details about your new home.

• Will I be charged an exit fee when I move home?

  You may be charged exit fees if you don’t transfer your tariff with you. Exit fees are designed to cover costs we incur if you end your contract early. Please see your tariff guide in your online account for more details.

• What should I do if I have a prepayment meter?

  If you have a prepayment meter you can just let us know about your move on the day by calling our Home Move team on 0330 0945800.We'll only need the meter serial number (it’s on the front of your meter next to the barcode and looks something like: X22L 987654).

• When will I receive my final bill?

  You should get your final bill within 14 days of your move out date.

• Where's my refund?

  If we owe you any money we'll refund you within 10 working days after sending your final bill. If you don’t receive your refund within this period, please call us on 0330 0945800, 8am to 6.30pm weekdays and 9am to 4pm on Saturdays.

• Told us you've moved but not had any further update?

  Call us on 0330 0945800, 8am to 6.30pm weekdays and 9am to 4pm on Saturdays.