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Your questions
Need more information? Find answers to frequently asked customer questions.
Switching to Shell Gas Direct
What can Shell Gas Direct offer my business?
Shell Gas Direct can offer you a tailor made agreement to suit your business, whatever the size. We offer flexible competitively priced contracts based on the amount of gas you use, when you use it, and how you use it.
You will also receive personal customer service, which means no automated phone lines when you need to speak to someone.
Request a quote
Use our online form to request a competitive quote - (Available for customers with a single site. For customers with two or more sites please contact us directly)
How long does it take to switch?
National Grid, formally Transco, generally recommends that you allow 28 working days to transfer from your existing supplier to a new one. You should also be aware that:
- It takes a minimum of 14 working days for the actual transfer of supply.
- Your existing gas contract may specify a certain "written notice period" which you must give before leaving your current gas supplier. The length of this will vary depending on your supplier and the type of contract. In some instances, your supplier may object to you moving, this is usually due to ongoing contract or outstanding debt/balance to clear.
I have moved from/ to a site supplied by Shell Gas Direct - what do I do?
Whether you are moving in or out, we can help. Where possible, let us know at least 30 days in advance of your move and we will help you transfer your supply quickly.
Moving Out: if you are moving out of premises where we supply the gas, please contact us as soon as possible. You will also need to take a meter reading on the last day your company is responsible for the site, to make sure you receive an accurate final invoice. We will also need forwarding contact details for this purpose. If you have your new site details, we would be happy to provide a competitive quotation for gas supply.
Moving In: if you have moved/are moving into premises where we supply, please contact us directly for a competitive quote. Customers with a single site can request a quote online.
Please note: If you take responsibility for premises supplied by Shell Gas Direct but don't sign a gas contract with us, we have the right to charge a deemed contract rate, which is generally higher than contract rates. To avoid paying more than you need to, please contact us for a competitive quote.
Does Shell Gas Direct supply domestic sites?
Shell Gas Direct is a specialist supplier of gas to UK businesses only. We do not supply gas to domestic customers, irrespective of how much gas is being used.
Contract Queries
Can I a sign a contract for longer than one year?
Yes, in most cases we can offer contracts up to three years in length. To renew an existing contract, please contact us at least 30 days prior to your contract renewal date, to discuss the best contract option for your business.
Can I add another site to my contract and how do I do this?
Yes, you can add additional sites to your contract during the contract period.
Depending on the size of the sites, and current gas market prices, we may be able to offer you the same price for the additional sites.
To make it easier for you when it comes to renewing multiple sites, we may also be able to align your contract end dates.
Please contact us for further information.
What is a deemed contract?
When you move into any new premises - the gas being supplied will be on a 'deemed contract' until you sign a gas supply agreement. This is usually higher in price - due to uncertainty about the gas requirements for the premises.
We advise you to contact us immediately when you move into a new premises, so you can get a more competitive price from the start of your occupancy.
Meter and Meter Read Queries
What is a Meter Point Reference Number (MPRN)?
The Meter Point Reference Number or "M Number" is the point on the transportation system to which the meter is attached. The Meter Point is identified by a unique reference number that will not change even if the meter is replaced. Each meter on your premises will have its own MPRN.
How can I find out what my Meter Point Reference Number is?
You will find this number on your invoice. You can view an interactive example which should help you locate this information. If you are still unable to find this number, please contact us directly.
Will Shell Gas Direct read my meter, and when will it be read?
It is the responsibility of National Grid to read your meter. Shell Gas Direct pays National Grid to operate a meter-reading service. The amount of gas that you use will determine how often your meter is read.
When no "actual" reading is taken, an estimate will be used to calculate your invoice, based on historical information. This will also be noted on your invoice. Alternatively you may wish to give us an actual reading - which can be done in various ways.
How do I submit a meter read?
You can provide your own reading online by navigating to 'Provide a Meter Reading' which is located under the section titled 'Your Account'. This service is for customers with one site. You can also provide a read by phone on 0800 0568 100. This service is not available for meters with a corrector. Alternatively you can contact us and register to provide your meter readings by email.
Why does my invoice show an estimated read?
This could be due to various reasons:
- If the gas consumption for your site is under 293,000 kWh's per annum, National Grid will only read your meter every six months
- The meter reader may not have had access to the meter
To avoid estimates, you can provide your own reading online (for customers with one site) or by phone on 0800 0568 100. This service is not available for meters with a corrector. Alternatively you can contact us and register to provide your meter readings by email.
Invoice Queries
How often will I receive my invoices?
Depending on your contract you will receive an invoice on a monthly or quarterly basis, for more information please contact us.
How is my invoice calculated?
It is important that you understand how your invoice is calculated. Please see the back of your invoice or view an interactive example.
What methods can I use to pay my invoices?
You can pay for your invoices by Direct Debit, BACS or cheque.
If you are an existing customer you may be able to save money by switching your payment type to Direct Debit. Certain types of contract may only be offered with payment by Direct Debit.
Your payment method will be specified on your statement. If you are unsure what your payment terms are, or to discuss your payment options, please contact us.
What will my invoice look like?
View a sample invoice (PDF, 1107 KB) - opens in new window
What will my statement look like?
In an Emergency
Do your employees know what to do in a gas emergency?
Call The National Gas Emergency Service: 0800 111 999
Make sure your on-site operational personnel are aware of the following procedures:
- Shut off the supply of gas using the Emergency Control Valve(s) usually situated next to the Gas Meter(s). Ensure that due consideration is given to the possible hazards of turning off the Emergency Control Valve(s) that feed sensitive processes or extensive outlet pipework systems. In these cases, consultation with a responsible site engineer is essential.
- Immediately call The National Gas Emergency Service on 0800 111 999.
Order a FREE gas emergency poster for your business
Available to UK businesses, please send us your address details using our enquiry form.