Total Gas and Power
Login, Contact, Complaints & Reviews
TotalEnergies Gas and Power is one of the largest business energy suppliers in the United Kingdom, providing gas and electricity to over 200,000 organisations. Learn about Total Gas and Power rates and services, find out how to login to its customer portal and see how it stacks up against other business energy providers.See more See less
TotalEnergies Gas and Power is one of the largest business energy suppliers in the United Kingdom, providing gas and electricity to over 200,000 organisations. Read on to learn about Total Gas and Power rates and services, find out how to login to its customer portal and see how it stacks up against other business energy providers.
|Electricity: Coal, Natural Gas, Nuclear, Renewables, Other Fuels||Extensive range of tariffs and services for businesses of all sizes|
|Fuel mix score: ★★★||100% renewable gas and electricity option|
|Market: England, Scotland and Wales||Competitive, fixed and flexible pricing|
|Customers: 200,000 business premises||Positive reviews on Trustpilot|
|Selectra score: ★★★||Reports of long holding times and unresolved customer complaints|
Who are Total Gas and Power?
Founded in 1987 as AGAS Ltd, Total Gas and Power is today the second-largest gas supplier and fourth-largest electricity supplier to the UK industrial and commercial sectors, providing business energy to over 200,000 organisations.
As part of the Total Group, Total Gas and Power supplies energy for businesses of all sizes, from SMEs to large industrial and commercial companies, as well as public service and non-profit organisations. Total Gas and Power also provides natural gas to thousands of sites across the country.
Total Gas and Power login: online account access
Customers can manage their business energy needs using their Total Gas and Power online portal 24 hours a day, seven days a week. You can access a variety of online services through the Total Gas and Power login portal, including:
- Current and historic invoices
- Automated Meter Reading data and reports
- Market Reports
- Online customer support
How do I set up my Total Gas and Power portal?
Once you’ve signed up as a customer, your Total Gas and Power login details are automatically sent to the email address you provided. If you do not receive your login details automatically, you can email the customer portal support team using the address under ‘contact Total Gas and Power’ further down this page.
Once logged in to the portal, you can change your password to something more memorable by clicking ‘settings’ and then ‘change password’.
How do I access my Total Gas and Power online account?
- As soon as you have your login details, visit the Total Gas and Power website and click ‘log-on’ in the top right-hand corner. This will take you to the Total Gas and Power login page.
- Next, scroll down to ‘existing customers login here’.
- Enter your email address and the password you were sent in the portal login information email. If you have changed your password, use this one instead.
- Click ‘login’.
- If it’s your first time using your Total Gas and Power login, you will be asked to read and accept the Conditions of Use and set up a security question. If not, you’ll automatically be directed to the customer portal homepage.
I can’t log in
Stuck trying to access the customer portal with your Total Gas and Power login? Try these solutions:
I’ve forgotten my password
Visit the Total Gas and Power login page using the steps above and click ‘Forgot Password' at the bottom of the page. You will be redirected to a password reset page. Enter your email address and click next to receive a new password.
If your e-mail address isn't recognised as registered, send your account number and email address to the address under ‘contact Total Gas and Power’ further down this page and the supplier will reset your login details for you.
My Total Gas and Power login details don’t work
Total Gas and Power has recently overhauled its customer portal, meaning long-term customers may require new login details. If your Total Gas and Power login details contain your name, you should email the Customer Portal Team using the contact information further down this page.
If your Total Gas and Power login details do not contain a name, you should ensure that your username and password are entered exactly as provided, as passwords are case sensitive. If you continue to have trouble logging in, you should email your Total Gas and Power login details and a description or screenshot of the issue to the Customer Portal Team using the details below.
Where have my AMR reports gone?
Automatic Meter Reading devices use wireless technology that allows for remote communication between Total Gas and Power and your meter. Following an update on the supplier’s website, Automatic Meter Reading (AMR) reports have been moved from a dedicated AMR Data Portal to the online customer portal. To access AMR reports, follow the instructions above using your Total Gas and Power login details.
Total Gas and Power reviews
The vast majority of the 1,000+ Total Gas and Power reviews on consumer rating site Trustpilot are positive, with 61% rating the supplier as ‘Excellent’ and a further 31% rating it as ‘Great’.
Based on a sample of these positive Total Gas and Power reviews, the following are the most common sources of customer satisfaction:
- Swift and effective customer service
- Competitive pricing
As a small company, we like to make sure we are keeping our rates for energy at a good price. Our advisor was really friendly, answered all my questions and contacted us when he said he would. Very happy with the service.
Conversely, less than 1% of customers rated Total Gas and Power as ‘Average' or ‘Poor', while 31% scored it ‘Bad’, the lowest possible rating. The most common cause of customer discontentment from the negative Total Gas and Power reviews were:
- Long holding times - sometimes over an hour
- Unresolved complaints
I have tried on multiple occasions to contact the call centre to arrange payment and give notice of termination so that I can switch provider, however each time I have been on hold for a minimum of half an hour, running up expensive phone bills as a result.
Daniel Stubbs, Trustpilot
In Citizens Advice’s latest non-domestic energy supplier performance league table, Total Gas came in 9th place out of a total of 14 business energy suppliers with a customer base of more than 10,000. Citizen advice uses the following weighted scoring system to compile its rankings:
- Cases where customers have directly approached Citizens Advice for help: 10 points
- Complaints from vulnerable customers referred to the Extra Help Unit: 25 points
- Cases received by the Energy Ombudsman: 30 points
The number of cases complaints received are multiplied by the weighting factor and then divided by each supplier’s number of business customers.
Total Gas and Power tariffs
Total Gas and Power provides a variety of fixed and flexible priced tariffs and energy management plans for all types of businesses, ranging from SMEs to larger corporations with single and multiple locations.
Small and medium business tariffs
Small or medium-sized businesses can choose between electricity-only, gas-only, or dual-fuel contracts for their energy supply. The following are the Total Gas and Power tariffs available to businesses that use less than 10GWh of energy a year.
Total Gas and Power’s SmartFix plan is aimed at businesses that want to plan ahead when it comes to their gas and electricity costs. The tariff is available as a fixed-price contract for 1, 2, 3 or 4 years, protecting you from any wholesale energy market price fluctuations.
Fix For Five
The supplier’s Fix for Five contract offers much of the same advantages as its SmartFix plan, only over five years instead of between 1 and 4. Available for both gas and electricity, Fix For Five offers the same price throughout the length of the contract, meaning your business avoids any wholesale market increases.
For businesses with a little more flexibility when it comes to finances, Total Gas and Power’s Market Match tariff tracks wholesale rates, allowing you to take advantage of any market fluctuations.
Businesses agree to a fixed price for 12 months, which is reviewed against actual market rates at the end of each year. This means you could end up paying less for your energy, should the market rate drop. If wholesale prices increase, however, your business could end up paying more.
Does Total Gas and Power provide 100% renewable energy?
Total Gas and Power is one of the few UK suppliers that can actually claim to offer both 100% renewable electricity and gas. Its Eco-Energy product is available as an add-on to all of the above tariffs for businesses concerned about their carbon emissions.
100% renewable gas supplied on Eco-Energy typically comes from recycled food and farm waste, while its renewable electricity is generated using natural resources such as solar, hydro and wind. If you opt for Total Gas and Power’s Eco-Energy products, you’ll also receive a certificate to demonstrate your business’ green credentials.
Out of contract rates
Standard variable tariffs and deemed rates are energy tariffs with an indefinite duration. These are usually applied when a customer comes to the end of their contract and fails to agree to a new tariff.
Deemed rates apply to customers that move into premises where Total Gas and Power is already the supplier. These rates will remain in effect until a customer signs a new contract with Total Gas and Power or switches business energy providers.
As out of contract rates are usually more expensive than other options on the market, we recommend switching suppliers or agreeing to a new plan with Total Gas and Power as soon as possible. You can contact a Selectra business energy expert on 020 3318 3633 or get a free personalised quote just by filling in a few details.
Total Gas and Power Standard Variable Tariff
The rates for Total Gas and Power's Standard Variable Tariff for both gas and electricity are shown below. Customers are free to leave at any time with 30 days notice.
|Standing charge||Unit rate|
|115.00p per day||5p per kWh|
|Meter Profile Class||Standing charge||Day unit rate||Night unit rate|
|NHH single-rate||30p per day||18.28p per kWh||18.28p per kWh|
|NHH multi-rate||30p per day||19.80p per kWh||15.81p per kWh|
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes. All rates based on a business located in central London.
Total Gas and Power deemed rates
|Standing charge||Unit rate|
|115.00p per day||5.88p per kWh|
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes.
|Meter Profile Class||Day unit rate||Night unit rate|
|HH||22.29p per kWh||17.64p per kWh|
|NHH single-rate||20.31p per kWh||20.31p per kWh|
|NHH multi-rate||22.00p per kWh||17.56p per kWh|
Prices correct as of June 2021. Rates in the table above exclude Climate Change Levy, VAT and any other applicable taxes. All NHH rates based on a business located in central London. An added daily standing charge will be calculated according to site.
Energy providers are obliged to publish their fuel mix to show customers how their electricity is generated on an annual basis. Customers can make an informed decision about their business energy supply and how it affects their carbon footprint as a result of this information.
While Total Gas and Power’s Eco-Energy plans provide 100% renewable energy, the supplier’s overall output is still largely generated by fossil fuels. Having said that, it does perform better than much of its competitors when it comes to the renewable makeup of its electricity.
Total Gas and Power’s primary fuel source, according to its most recent fuel mix information, is - perhaps unsurprisingly - natural gas, which accounts for 53% of the electricity it generates. Renewable energy sources, such as wind and solar, are next, at 32% of its output. Nuclear comes in third with 6%, coal comes in fourth with 5%, while the rest of Total Gas and Power’s electricity, 4%, comes from ‘other’ sources.
Meanwhile, it emits 279g of CO2 per kWh, while producing 0.0006 grams of radioactive waste per kWh. In comparison, the average CO2 emissions produced by all UK suppliers is 205g per kWh, while the average radioactive waste is 0.0012g per kWh.
*Relates to electricity supplied in the period April 2019 to March 2020.
UK Average = Coal 3.9%, Natural Gas: 39.4%, Nuclear: 16.6%, Renewable: 37.9%, Other 2.2%.
Total Gas and Power contact details
Need to contact Total Gas and Power? There are several ways you can get in touch with the business energy supplier, including phone, email, social media and post.
Total Gas and Power contact number
Total Gas and Power has just the one publicly available contact number, which covers everything from payments, sales and switching, to meter readings, moving and all other general customer enquiries.
In case of emergencies or power cuts, customers should instead call the corresponding number below, rather than Total Gas and Power
|Department||Total Gas and Power Contact Number||Opening Hours|
|General Enquiries||0333 003 7874||Mon-Fri: 9am-5pm|
|Gas Emergencies||0800 111 999||24/7|
Calls to the Total Gas and Power contact number are charged at the same rate as a standard local landline call.
Total Gas and Power email address
Alternatively, you can use the Total Gas and Power email contact information below to send an email to the supplier.
|Department||Total Gas and Power Email Address|
|Customer portal email@example.com|
Contact Total Gas and Power by post
Total Gas and Power has offices in both Redhill, Surrey and Newcastle upon Tyne. You can write to either address using the contact information below.
Total Gas and Power Redhill office
Total Gas and Power
55-57 High Street
Total Gas and Power Newcastle office
Total Gas and Power
Pearl Assurance House
7 New Bridge St W
Newcastle upon Tyne
Total Gas and Power Complaints
Are you dissatisfied with any aspect of the service provided by Total Gas and Power? Follow these steps to register your Total Gas and Power complaints:
- Contact the supplier directly by telephone, email or post using the Total Gas and Power contact information above. If writing, address your letter to ‘Total Gas and Power Complaints Department’. The supplier will review your complaint and aims to respond within 10 working days. If a problem is identified, the supplier will either issue an apology, offer a clear explanation or take remedial action to resolve the issue.
- If you feel that your Total Gas and Power complaint has still not been adequately dealt with, you can request an internal review by a senior complaint handler by writing to Sarah Devenish, Service Delivery Manager at the Total Gas and Power Redhill office (contact details above).
- Should your Total Gas and Power complaint remain unresolved at this stage, you can contact the Citizens Advice Bureau for free and independent advice by calling 03434 040 506.
- If 8 weeks pass and you are unable to come to an agreement with Total Gas and Power, the supplier will send what is known as a ‘deadlock letter’ explaining its final decision. If your company is defined as a microbusiness, you can approach the Energy Ombudsman for advice on what steps to take next. If you are not a microbusiness, you instead have the right to seek independent legal advice, should you wish to do so.
- 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.
Take your complaint to the Energy Ombudsman
The role of the Energy Ombudsman is to assist energy suppliers and customers in resolving disputes. Its services are free and independent - it takes no sides and acts on the information provided by both parties. You can contact the Ombudsman using the information below.
Ombudsman Services: Energy
PO Box 966
Warrington WA4 9DF
|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.
Total Gas and Power: review and verdict
As one of the largest business energy suppliers in the UK, Total Gas and Power offers a wide range of services and products to businesses of all sizes. Its tariffs are competitively-priced and offer a large amount of flexibility.
While its parent company is known for its work in the oil and gas industry, Total Gas and Power has pledged to commit to becoming carbon net-zero by 2050 and seems to be making steps in the right direction with its increasingly renewable fuel mix and eco-energy products. Nonetheless, it still has some way to go to catch up with 100% renewable business electricity suppliers such as Pozitive Energy and British Gas Lite.
In terms of the overall experience, however, a combination of online reviews and the information from Citizens Advice appear to point to a supplier that is distinctly average when it comes to customer satisfaction. Taking all of the above into consideration, we give Total Gas and Power Energy an overall rating of 3 out of 5 stars.
Selectra Score: ★★★