Helpzone

WE'RE HERE TO HELP.

Looking for a little assistance with your Clear Business telephone service? Find the most frequently asked questions and answers below. If you are unable to find your answer please contact our Customer Service team on 0333 014 3131.

Do you offer any online tools?

Yes, you can take advantage of the online tools we offer by signing up to the Customer Zone. This will give you access to your invoices online, you can test your telephone line for faults, and you can benefit from the ongoing introduction of new tools we are developing to manage your account.

What do I do if I have a gas leak/power cut?

If you experience a gas leak, report it immediately to National Grid on 0800 111 999. Or in the event of a power cut please contact your distribution network operator which you’ll find on the back of your bill.

Once gas leak / power cut has been resolved, can I seek compensation from Clear Business?

Clear Business do not offer compensation of any type. We do however sympathise, and offer the best level of response to all our customers experiencing an emergency situation, and endeavour to resolve as quickly as possible, with minimal inconvenience and disruption.

Will I get billed quarterly?

No. You’ll be billed monthly, which allows you to check your bills more regularly and spreads the cost out more evenly over the year.

How is my monthly direct debit calculated?

As with your current supplier, the industry data will inform us how much gas and electricity your premises used during the last 12 months. This will be the basis for calculating your monthly payments. Your meter will be read twice a year and adjustments will be made based upon these readings wherever necessary. You can also submit your own meter readings towards the end of each month to ensure your bill is accurate.

How much VAT will I pay?

If your usage for the period is below the de minimis threshold (33kWh/day for electricity, 145 kWh/day for gas) then you will automatically pay the reduced rate of 5% VAT. Where your usage for the period is above this, the standard VAT rate of 20% would apply.

If you run your business from a residential property and your usage is above the threshold, we can apply both the 5% VAT for your domestic usage and 20% for your business usage. You simply need to complete and return the declaration certificate.

Who reads my meter now and who will read it in the future?

We’d encourage you to provide your current supplier with a final meter read before switching to us. This will become your start reading for us. Your meter will be read at least twice a year by our metering agent to ensure you receive accurate bills and you’re welcome to provide us with your own meter readings. Take a look at our guide to meter reading.

What is Climate Change Levy?

Climate Change Levy is an environmental tax that was introduced by the Government and is imposed on all businesses. The levy has been established to respond to global warming and all suppliers charge the same rate.

Do I have to pay Climate Change Levy?

All businesses must pay Climate Change Levy irrespective of who supplies you, unless you can produce a Climate Change Levy exemption certificate. Only charities and some horticultural societies will qualify for exemption. Your local tax office can provide further details if appropriate.

CCL rates applicable from 1 April 2016 are:

* Electricity – 0.559ppkWh

* Gas – 0.195ppkWh

The levy is subject to VAT.

What is the Feed-in Tariff?

The Feed-in Tariff (FiT) scheme was introduced by the Government to encourage the adoption of renewable energy sources in homes and businesses. To fund the scheme, electricity suppliers pass through a FiT charge onto the unit rates billed. All our unit rates quoted are inclusive of Feed-in Tariff charges.

Is my meter AMR or non AMR?

It’s pretty straight forward to tell the difference, as an AMR has a digital screen and a non AMR usually has spinning dials or clock faces.  If you have an AMR your reads will automatically send to us, so you won’t need to provide a customer reading every month.

What do I do if I am moving premises?

Should this be the case, we would ask all customers to call customer services on 0333 014 3131 at least 30 days’ prior to your moving date.  

What is the Smart Meter roll out?

It’s government initiative which states that by 2020 every customer should have a smart meter. If you’d like to know more about how to upgrade your meter, please call our customer services team on 0333 014 3131.

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