CNG Energy has gone bust: Next steps for customers
Established almost 30 years ago, Yorkshire-based business gas supplier CNG Energy was one of the largest independent shippers of gas in the country. On November 3 2021, they announced they were to cease trading and their customers would be transferred to a new supplier in the coming weeks.
CNG Energy has ceased trading Pozitive Energy has been appointed to takeover CNG Energy customers. All information presented here was correct at time of original publication and is for reference purposes only. For more up to date information please contact your new supplier directly.
Who were CNG Energy?
Founded shortly after the UK gas market was deregulated in 1994, Contract Natural Gas Limited - known as CNG Energy - provided gas exclusively to business customers and has received several accolades for outstanding customer service. In addition to its gas supply, CNG Energy also provided meter installations and replacements.
Who owns CNG?
Contract Natural Gas Ltd is part of the CNG Group, which is also made up of the following subsidiaries:
- Contract Natural Gas Software Limited
- CNG Merchant Services Limited
- CNG Electricity Limited
- CNG Energy Limited
- CNG Switch Limited
CNG Energy Customer? What to do next
If you were one of the 41,000 CNG Energy customers, we've prepared an FAQ to help answer your questions about what will happen next and what you need to do whilst you wait for your account to be transferred to a new supplier.
CNG Energy Frequently Asked Questions
1) I'm a CNG Energy customer - will I continue to receive energy?
Due to Ofgem's Supplier of Last Resort (SoLR) scheme, customers will continue to receive gas. Any energy supplier that stops trading has its licence revoked, and a bidding process is started to reassign their customers to another supplier, according to the scheme's terms. Ofgem has announced Pozitive Energy will takeover CNG Energy accounts.
When an energy supplier goes out of business, it will often take its website offline shortly after, so we recommend logging in to your customer portal as soon as possible and downloading any bills and statements so you have a written record of this information.
2) Will my energy tariff change?
Former CNG Energy customers will be put on a deemed tariff rate, which will be protected by the energy price cap. We recommend that you either shop around for a better deal or request that Pozitive Energy, place you on a different tariff because these are some of the most expensive rates a supplier can charge. When you leave your appointed new supplier under the SoLR scheme, you are not required to pay exit fees nor will you be contracted for any length of time.
3) How can I get contact my new supplier?
Pozitive Energy will begin the process of requesting your information from CNG Energy. Once they have your information, they will get in touch with you to let you know about the changes and the details of the new tariff.
4) I’ve already changed supplier. Will the switch still go ahead?
If you were had already started switching away from CNG Energy, the switch should still go through, and any Direct Debit you had set up with them should be automatically cancelled. We still advise you to double-check with your bank just to be sure.
5) I had credit on my CNG Energy account. Will this be refunded?
All customer credit will still be honoured under the terms of the Ofgem SoLR scheme.
6) I was in debt with CNG Energy. Am I still required to pay it?
You will still be responsible for any outstanding CNG Energy debts. Pozitive Energy will let you know whether they will take on your debt or if you will have to work out a payment plan with an administrator, a company that takes over a failing business.
7) I don't want Ofgem to choose my supplier. Is it possible for me to switch to a different supplier?
After the transfer from CNG Energy to Pozitive Energy has gone ahead, you're free to switch to another supplier without incurring any exit fees or penalties. You can speak to a Selectra business energy expert today to save an average of £1,305* on your business energy. Give us a call on 020 3318 3633 or get an online quote now.
*Of customers who made a saving on a three-year business energy contract between January 2020 and May 2020, the average amount saved was £1,305.
CNG Energy Login
At present, CNG Energy did not have its own online customer portal, though this is something the business energy supplier was hoping to launch prior to going out of business.
However, customers could still manage some aspects of their account online without the need for a CNG Energy login, such as submitting a gas meter reading, making a payment, or requesting a copy invoice.
CNG gas meter reading
By submitting your own CNG gas meter reading, you were only be billed for the energy you had used, rather than an estimate based on your previous usage.
CNG Energy customers could submit their meter readings online by visiting the supplier’s website. By navigating to the CNG gas meter reading page by clicking ‘customers’ followed by ‘submit a meter reading’. You needed to have the following information to hand when submitting a meter reading:
- Account holder’s name
- Reference number - you’ll find this on your invoice
- Meter reading
- Date of meter read
- Telephone number
The supplier recommended submitting your CNG gas meter reading between the 25th and 1st of each month.
Make a secure payment
You could also make quick and simple invoice payments by visiting the CNG Energy payment site at paycng.com. You needed the following details to make an online payment:
- Shipper account number
- Invoice number
- Payment amount
- Debit or credit card details
You were sent an email confirmation of your payment shortly after it was made.
CNG Energy Customer Reviews
Despite winning awards for its customer service in recent times, CNG Energy held an average rating of just 2.7 out of 5 stars on consumer rating site Trustpilot. 32% of CNG Energy reviews on the site scored its highest rating of ‘Excellent’, with a further 12% of customers rating the supplier as ‘Great’.
We have been with CNG for about 3 years now, at one of our two commercial premises. Recently renewed again - easily and quickly on the telephone, without long wait during the COVID-19 situation. Helpful staff member, Leeroy today too! Highly Recommend.
Lucy White, Trustpilot
At the other end of the rating scale, over half of the reviews on Trustpilot ranked CNG Energy as ‘Bad’ (49%) or ‘Poor’ (5%). Common complaints included fluctuating costs and extortionate charges.
Avoid this company at all costs. I had a fish and chip shop and this company was bleeding me dry, my gas bill was different every month, 300 pounds sometimes and up to 800 pounds many other times... I had many arguments on the phone with them and I was trapped into using them for four years. They said they didn't receive my notice to quit my contact even though I sent it in plenty of time. I threatened them with Ombudsman after speaking with my solicitor, they then let me out of the contract.
Steve Young, Trustpilot
CNG Energy received a slightly better score on Google reviews, with an average of 3.5 out of 5 stars. The majority of positive reviews appear to be for the CNG Energy customer service team and how the supplier has dealt with customers during the COVID-19 pandemic.
In these worrying times due to being closed due to Covid19, I can not tell you how Fantastic CNG have dealt with me. I would recommend this company to anyone looking for a new supplier.
Elaine Lofthouse, Google reviews
In contrast, many customers leaving negative CNG Energy reviews were frustrated at being rolled over to out-of-contract rates without any notification, while some claimed to have been billed for a gas supply that didn't even exist.
Was rolled onto a 'variable rolling contract' without being written to or contacted which results in me having to give them 30 days’ notice. They try and block you from commencing the move until 30 days time, which isn't correct, you can start the process straight away, but it gets them around another 2-4 weeks of supply unit income. After phoning to give notice on the phone (which I wasn't pleased about in the first place) I was advised I could only do this in writing. I have given notice to around 6 energy providers in the last 7 days, this was the first time I have faced this issue. Unimpressed with my experience and will be glad to be leaving!
Greg White, Google reviews
CNG Energy Services, Rates & Tariffs
CNG Energy only offered gas for new customers, though it had planned to also supply electricity in the future.
CNG Energy provided a flexible billing structure for its customers, with customised payment terms based on your operation’s specific circumstances, and separate invoices for different commercial sites, if required.
CNG Energy: small to medium-sized business rates
| Fixed-rate term | Standing charge | Unit rate | Estimated annual cost |
|---|---|---|---|
| 1 Year | 88p per day | 3.4p per kWh | £1,171.20 |
| 2 Years | 89p per day | 3.5p per kWh | £1,199.85 |
Based on a Small Business in London paying on Direct Debit with a gas consumption of 25,000kWh per year on a single-rate meter. Prices are correct as of May 2021.
How do I convert gas units to kWh? Although your gas tariff is billed in kilowatt-hours (kWh), your meter may actually record consumption in cubic metres (m3) or cubic feet. Confused? Find out how to convert gas units to kWh the easy way.
Deemed and out of contract rates
If you moved into a CNG Energy-supplied property without signing a contract first, the provider placed you on a deemed rate tariff. If your contract agreement expired and you did not contact CNG Energy to arrange a new one, you would be rolled onto an out-of-contract (OOC) tariff.
The cost of energy for deemed and out of contract tariffs is usually far higher than for fixed rates. CNG Energy was not obliged to provide you with notice when deemed energy rates changed. These rates applied until the customer either switched to another business energy supplier or signed a new contract with CNG Energy. Let’s take a look at the supplier’s deemed and OOC energy rates.
CNG Energy Out of Contract rates
| Daily standing charge | Unit rate |
|---|---|
| Dependent on gas consumption | 7.50p per kWh |
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes.
| Daily standing charge | Unit rate |
|---|---|
| 50p | 25p per kWh |
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes.
CNG Energy deemed rates
| Daily standing charge | Unit rate |
|---|---|
| Dependent on gas consumption | 7.95p per kWh |
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes.
| Daily standing charge | Unit rate |
|---|---|
| 50p | 25p per kWh |
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes.
If you're on deemed or out-of-contract terms, we recommend switching suppliers or signing a new contract as soon as possible, because these are typically the most expensive rates a supplier can charge. For advice on getting the best gas and electricity deal for your business, contact a Selectra energy expert on 020 3318 3633 or get a free personalised quote now.
Additional CNG Business Services
In addition to its gas supply, CNG Energy also offered:
- Wholesale gas shipping
- Gas and electricity installation
- Automated meter reading (AMR)
- Meter installation, relocation and replacement
Contact CNG Energy
CNG Energy offered a number of ways for new and existing customers to get in touch. Calling, contacting via social media, sending an email, or mailing a letter were all options.
CNG contact number
If you needed to contact CNG Energy by phone, there was only one number to call. This number was used for everything from general enquiries and sales to gas meter readings and handling complaints. Calls to the CNG Energy contact number were charged at the same rate as a standard local landline call.
| CNG Energy Contact Number | Opening Hours |
|---|---|
| 0344 5678 427 | Mon, Tues & Thur: 9.30am-5pm; Wed: 10am-5pm; Fri 9.30am-4pm |
Calls to the CNG business contact number were charged at the same rate as a standard local landline call.
CNG Energy postal address
Should you prefer to contact CNG Energy by mail, you could write to:
CNG (Group) Limited
2 Victoria Avenue
Harrogate
North Yorkshire HG1 1EL
CNG Energy on social media
Prefer to send CNG Energy a Tweet or Facebook message? Like most modern business energy suppliers, CNG Energy was also active on most social media channels:
- CNG Energy on Facebook
- CNG Energy on Twitter
- CNG Energy on Linkedin
- CNG Energy on Instagram
CNG Energy Complaints
If you were a CNG Energy customer who's unhappy with the service you've received, you could file a formal complaint by following the steps below.
- Contact CNG Energy as soon as you become aware of any issues. You can reach out to the supplier using the CNG Energy contact number above, email [email protected] or write to Amy Collins at the postal address above. CNG Energy also welcomed in-person visits on weekdays between 9am and 5pm.
- The supplier would attempt to resolve your complaint immediately, but if this is not possible, your CNG Energy complaint would be assigned to a member of customer services for further investigation. You would be contacted within 48 hours with confirmation of this and the supplier kept you updated throughout the process.
- CNG Energy may have offered an apology, explanation, or compensation as part of its complaints procedure. However, if you remain unsatisfied with the supplier’s proposed resolution after eight weeks, you were issued with a ‘final response’ letter, explaining the decision. If your organisation is classified as a microbusiness, you could seek advice from the Energy Ombudsman on the next steps to take. If you are not a microbusiness, you had the option to seek independent legal advice instead.
- Your company is considered a microbusiness if it...
- Employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million
- Uses no more than 100,000 kWh of electricity per year or
- Uses no more than 293,000 kWh of gas per year.
Make a complaint to the Energy Ombudsman Service
If your company is a microbusiness, you could take your CNG Energy complaint to the Energy Ombudsman. The Ombudsman’s role is to assist in resolving disputes between energy suppliers and their customers. Its services are both free and independent, which means it acts on both parties' information and does not take sides.
By post
Ombudsman Services: Energy
PO Box 966
Warrington WA4 9DFBy phone
Energy Ombudsman Contact Number Opening hours 0330 440 1624 Mon-Fri: 8am-8pm, Sat: 8am-1pm Calls to the Energy Ombudsman contact number are charged at the same rate as a standard local landline call.
By email
CNG Energy: The Verdict
CNG Energy was a business energy supplier which kept things simple for SMEs by offering just a few basic gas tariffs which were fairly competitively priced. It had won awards for its customer service over the years and many of its long-standing customers seemed satisfied with the supplier.
Unfortunately, some red flags in online customer reviews, such as incorrect billing issues and penalty charges, did overshadow the positives.
In addition, customers who wanted both gas and electricity from the same supplier had to look elsewhere, as CNG Energy only provided business gas. However, the supplier had said it hoped to begin taking on new electricity customers in the near future, prior to closing down for good.
Based on the information above, we gave CNG Energy a final score of 2 out of 5 stars.
Selectra Score: ★★
Were you looking to get set up with CNG Energy or want to find out more about other business energy suppliers? Speak to a Selectra business energy expert today to save an average of £1,305* on your business energy. Give us a call on 020 3318 3633 or get an online quote now.
*Of customers who made a saving on a three-year business energy contract between January 2020 and May 2020, the average amount saved was £1,305.