Ebico is now British Gas: Customer queries answered
Ebico was a small energy supplier that provided 100% renewable electricity. Were you an Ebico energy customer? Find out what's happened to your energy since the supplier closed in September 2020.
Ebico customers have been transferred to British Gas. Ebico was supplied by Robin Hood Energy under a ‘white-label’ agreement. In September 2020, Robin Hood sold its customer base (including Ebico energy customers) to British Gas.
Who is Ebico Energy?
Ebico was a small energy supplier based in Oxfordshire. It was founded in 1998 to challenge the Big Six suppliers, offer affordable energy tariffs and tackle fuel poverty.
Ebico was the first not-for-profit energy supplier in the UK. Its profits were poured back into local communities to fight fuel poverty. In 2009, Ebico set up its own charity, the Ebico Trust, to further this goal.
Was Ebico part of Robin Hood Energy?
Ebico operated under what's called a 'white label' agreement with Robin Hood Energy. With this type of agreement, Robin Hood actually supplied the gas and electricity that was sold under the Ebico Energy brand name. In addition to supplying the energy, Robin Hood also provided the customer service and account management services.
Like Ebico, Robin Hood Energy was a small, not-for-profit, energy supplier with no shareholders. Owned by Nottingham City Council, its profits went to helping those in its local community. Ebico Energy began its partnership with Robin Hood in January 2017. Prior to this, the energy was supplied through an agreement with SSE — yes, one of the Big Six!
What happened to Ebico?
Ebico energy customers have been switched to British Gas. Robin Hood Energy fell into financial trouble, and as a result, this transfer took place when it sold its customer base (including Ebico customers) to British Gas in September 2020. Robin Hood had losses of around £38 million.
If you were in credit or had debt with Ebico, this will now be transferred to the new supplier. You should contact British Gas for any questions you may have about your account.
I don't want to be with British Gas. Can I choose a different supplier?
Former Ebico energy customers do not have to stay with British Gas. You will not be charged an exit fee for leaving and switching to a different supplier.
The type of Ebico tariff you were on determines your new tariff with the new supplier. If you had a fixed-rate tariff, British Gas will honour your rates until your contract ends, at which time you will then be placed on its standard tariff unless you choose a new one or switch your energy supplier.
These tariffs are no longer offered For up-to-date pricing information, please contact the new supplier.
If you were on a variable tariff with Ebico Energy and you have not chosen a new one with British Gas or a different supplier, you may be on the British Gas standard tariff.
For more information about what happened to your plan, head to our dedicated Ebico tariffs guide.
Ebico Customer Reviews
On Trustpilot, Ebico has more than 2,000 customer reviews and an overall rating of 3.5 out of five stars. While more than 70% of the reviews gave either a great or excellent score, the most recent reviews have taken a sour turn and become increasingly negative.
Head to our Ebico reviews page to find out more about how customers reviewed Ebico overall.
Ebico Login: Access Your Online Account
With an Ebico online account, customers were able to manage their energy accounts entirely online. Via the portal, customers were able to do the following:
- View bills
- Make payments
- Submit meter readings
- Track energy usage
Customers with credit meters were also able to manage their accounts via the Ebico energy app. For details about what has happened to your online energy account, head to our Ebico login guide.
Will my Ebico smart meter still work?
If you have an Ebico smart meter, the meter will still measure your consumption with the new supplier. It won't, however, maintain its 'smart' functionality. You will need to regularly submit meter readings with the new supplier in order to ensure accurate billing. It's possible that your In-home Display (IHD) may temporarily stop working as well.
This year, the new energy supplier plans to install the second generation of smart meters (SMETS2) for all customers that have been affected. These new smart meters will fuction properly with all suppliers.
If you would like to have a smart meter installed, you can either contact British Gas or speak to your new provider of choice about hopefully having one installed free of charge.
Warm Home Discount
Ebico offered the Warm Home Discount to customers in the "core" group. If you were eligible for the Warm Home Discount 2020 with Ebico Energy, the new supplier has agreed to pay this on Ebico's behalf.
If you were not eligible with Ebico, you may still be able to receive the discount with the new supplier. The criteria is much wider as it also takes customers from the "broader" group.
You can apply for the Warm Home Discount with the new supplier on the British Gas website. As with other providers, you will need to apply each year.The Warm Home Discount can often be difficult to understand, as the criteria for receiving it is quite complex and changes each year. If you have questions about the Warm Home Discount, your news supplier or British Gas may be able to help you through the application process. You can also visit our handy Warm Home Discount guide for more information.
The Ebico Trust
The Ebico Trust was a registered charity that was set up by Ebico in 2009 as a way to better support and finance its projects to fight fuel poverty. The charity worked with numerous organisations to fund projects across the UK.
For example, through its Affordable Warmth project (August 2018- August 2020), it provided funding to Beat the Cold (a charity in Stoke on Trent) in order to:
- offer free home visits where it could advise on more efficient energy usage
- help people find the best energy tariff for their energy usage and needs
- provide free or low-cost house insulation
- help those suffering from fuel-poverty access the Warm Home Discount
- help people in arrears to negotiate realistic repayment plans
Since the closure of this supplier, information in this guide is no longer frequently updated. 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 the new supplier directly.
Are you looking for the Ebico contact number? If you need to speak with someone about your Ebico Energy account, you will need to get in touch with British Gas, your newly appointed supplier.
In the table below, you can find the general contact numbers. For more information, such as email addresses and deparment-specific information, head to our British Gas contact information guide.
|Department||Phone number||Opening hours|
|Customer service (now British Gas)||0333 202 9802||Monday to Friday: 9am-5pm|
|Gas emergency||0800 111 999||24/7|
|Energy Ombudsman||0330 440 1624||Monday to Friday: 8am-8pm, Saturday: 9am-1pm|
Emergency Contact Details
In the case of a power cut, you can report it by phoning 105. Alternatively, you can call your energy distribution company directly.
If you suspect a gas leak, turn off your gas supply at the mains, get out of the building, call the National Gas Emergency number on 0800 111 999 and wait for a Gas Safe registered engineer to arrive. Make sure you are outside before you use your mobile to call National Gas.