Welcome to TOTO!

You’re here because you’ve recently joined us from Solarplicity, or you’ve heard about Solarplicity going into administration and want to know how it affects you.

You’re almost certainly visiting our website for the first time, and we want to let you know a bit about who we are and what this move means for you.

First, if you have just joined us, we want to welcome you to TOTO, and we’re sure this is the start of a great relationship!

 

What’s happening to Solarplicity?

As of Tuesday the 13th of August, Solarplicity’s retail arm has entered administration.

This means that their remaining 7500 customers plus around 500 business customers will enter SoLR (Supplier of last resort) immediately.

This is an Ofgem process that will result in the safe transition of these remaining Solarplicity customers to a new supplier.

Before this, in July, TOTO acquired the majority of Solarplicity’s retail customers who are not affected by Solarplicity going into administration.

You can read Solarplicity’s statement here.

The key info for customers who have just joined TOTO from Solarplicity can be viewed here and for current Solarplicity customers it’s here.

Everything you need to know about TOTO

We’re a young company, just coming up to three years, but the energy market has made us quick learners. We’re based in Brighton - which is the home of our call centre - but we also have strategically placed partners from Newcastle to Manila.

We’re committed to bringing great value, Smart energy to the nation. We offer a great range of Direct Debit products, from 12 months up to nearly two years so you can lock in peace of mind for the next 2 winters!

We know great value energy isn’t enough on its own though, and we know how much customer service matters to you. Our Brighton call centre is packed with talented agents who really understand energy, and for the last three months our average time to answer your calls has been under three minutes!

We’ve sent you emails and texts, so please call us if you haven’t received yours. We want the next few days, the next few months and hopefully the next few years to be plain sailing. This is more than achievable, we want you to depend on us for your energy, and we’ll get there with your help (all we really need is your meter reads!).

Hopefully the emails, and the information below gives you everything you need to know for now, but if you do want to speak to one of our agents about the switch you can.

If you have any questions that aren’t answered below, you can call us between 9am and 8pm Monday to Friday and between 10am and 2pm on Saturday.
Our number is 0800 802 1547.

You can get in touch with the Community Energy Scheme in Stoke-on-Trent directly on 01782 980 040.

You can also email us at hellototo@totoenergy.com or chat to one of our livechat agents by clicking the livechat button on our homepage

A full list of our services can be viewed here

 
 
I’ve just joined TOTO from Solarplicity. What's happening with my balance?

We can reassure all of our customers, including those that recently moved from Solarplicity, that the news of Solarplicity entering administration will not have any impact on you or us.

All the customers that were acquired by TOTO from Solarplicity in the last two weeks have successfully transferred across to us.

We are still going to be protecting your balance.

To do this we are working with Solarplicity to establish your account balance. We are working to have this information for you by the beginning of September.

Regarding your tariff: we’ve brought you to TOTO on exactly the same unit rate and standing charge you were previously on. Should you wish to change to a TOTO tariff you will be able to do so, with no additional cost or exit fees applied.

This news also has no impact on customers that are part of the Community Energy Scheme in Stoke-on-Trent. TOTO are still your grid energy supplier and Solarplicity’s solar panel business (RAC Limited) is your PV supplier, neither have not been affected by the SoLR announcement.

You can get in touch with the Community Energy Scheme in Stoke-on-Trent directly on 01782 980 040.

I’m a Solarplicity customer. What do I need to do?

Unfortunately we were unable to bring across all Solarplicity customers. At this time, now that Solarplicity have entered the SoLR process, you will be unable to transfer to anyone until this process is complete.

In the coming days OFGEM will select the supplier of last resort for the 7500 remaining Solarplicity customers. You will be informed of the decision in due course.

We do not have (and at this stage nobody has) this information. However your account balances will be protected by the move and this is all in accordance with the OFGEM process.

Unfortunately there isn’t any more advice we can offer at this stage.

What’s happening, why am I becoming a TOTO customer?

TOTO have acquired the bulk of the retail arm of Solarplicity.

Will my contract length remain the same?

Yes! If you’re on a standard variable tariff, your contract will continue to roll. And if you’re on a fixed tariff, the tariff end date will remain the same as when you were with Solarplicity.

When will my first payment be taken?

If you haven’t already been informed, we’re going to be in touch with confirmation of your first payment date in the next few days.

We’ll keep you informed every step of the way.

I recently received a bill, (PORB) when is payment due?

If you recently received a bill from Solarplicity but haven’t paid it yet, we’ll send you your next bill in the next few weeks which will include that balance and your new way to pay. We’ll make it as easy as possible with a simple link to follow. Please make sure you send in meter reads so we can bill you accurately!

Should you wish to switch to payment by direct debit, we can set that up for you whenever you want. You’ll save an average of around £10 per month as a dual fuel customer paying by DD.

What will happen to my balance?

Your balance at the time of your switch will be your balance on day one with TOTO. If you’re in credit at the time of your switch your balance will transfer, and if you’re currently in arrears or debt, that balance will switch to us too.

This does mean that if you’re currently in debt that if you do want to leave, even though there won’t be any exit fees, you will have to pay off your debt first. But we really hope you give us a go on one of our great fixed deals.

What if I don’t want to switch?

Although your switch has happened, your rights as a consumer remain unaffected. We are removing exit fees for any customers joining us on a fixed deal and if you’re coming over on a standard variable deal you already don’t have exit fees.

What if I want to switch to a TOTO tariff?

Of course you can! There’s a link in your email ‘Your first day’, which you’ll receive in the coming days. You can follow that link to switch to one of our great fixed deals right away.

Alternatively you can call back in whenever you’re ready for the best energy deal of your life!

I have solar panels on my house, how does this impact me?

The Community Energy Scheme and TOTO are partnering to improve the Community Energy Scheme for its members.

Nothing will actually change for scheme members, only that TOTO will be providing the renewable energy into your home from the grid.

You will still receive the same pricing and solar will continue to produce energy for your home.

You can get in touch with the Community Energy Scheme in Stoke-on-Trent directly on 01782 980 040.

I have an existing complaint, what will happen?

We know it must be frustrating that your complaint wasn’t heard, or actioned. We want to help, as soon as possible, but please bear with us. We’ll need time to solve your problems properly, with the due care and attention they need.

I’m due a refund, what happens next?

You’ll need to apply for the refund again, but we’d like to talk to you about your current Direct Debit position first. It may be better to adjust your Direct Debit. Please remember that any refund of a credit balance will always affect the amount you need to pay each month.

Will my Smart Meter work with you?

We’re going to be doing everything we can to integrate your smart meter to our system as seamlessly as possible. You shouldn’t notice any interruption.

Are you allowed to take control of my energy account?

We have acquired your Solarplicity contract entirely legally. It’s in your Solarplicity contract that your supplier can be changed as long as your new supplier is able to supply your energy.

Have any GDPR laws been broken by acquiring my data?

We have bought Solarplicity entirely legally. We will not breach any GDPR laws with the data we have acquired.

When should I give meter reads?

We will be asking you for meter reads in the coming days. They are crucial to us getting off to a good start. They mean we can bill you accurately and make sure you’re not paying too much or too little for your energy.

Do you offer a green tariff?

Yes we do, and we’ll be contacting you next week with the opportunity to switch to it.

Will my green tariff still be green?

Yes it will! You’re coming over on the tariff you were on with Solarplicity, that was a 100% renewable tariff, your tariff with us is also 100% renewable. We’re going to be releasing details of our fuel mix very soon!

I have a question that you haven’t covered either at all or in full…. And I’d like to speak to someone.

Our number again is 0800 802 1547. And we’re open from 9am until 8pm Monday to Friday and between 10am and 2pm on Saturday.

Alternatively our expert livechat team can be found by clicking the button on our homepage. We’ve tried to cover everything we could in the emails and these FAQs, but the main thing is that your supply will continue as before and so will your current energy tariff.