How do I move house with Genesis Energy?
Moving can be stressful! We want to help make it as easy as possible. Read our frequently asked questions (FAQs) below, and give us a call if there is anything else we can help with. Check out our moving house tips, and comprehensive checklists to make the move even smoother.
Working out what you need
How can I find out what power the new house uses?
This can be a bit tricky sometimes. There may be a sticker on the meter which will tell you. If you can't find one then simply give us a call at 0800 300 400 and we will help you go through the process of setting up your new address.
How can I find out whether the new house uses LPG or piped gas (or neither)?
LPG bottles will typically be located on the side of the house. A walk around the property will be all it takes to check if LPG is at your home, you will find either bottles currently connected, or an LPG installation which looks like a regulator and 2 small pigtails coming from it.
Fees and rates
Is there any fee to move properties?
We sometimes have to bill for services over and above your normal power or gas supply charges.
So to help avoid unexpected costs, we have listed our service fee pricing schedule. If you have any questions or would like to obtain a copy of this fee schedule, please email us or call us on 0800 300 400 or visit our fees page here.
Will my rates change at my new address?
It entirely depends on your region and the meter type you have on the property. If you have an advanced meter you will be able to see the meter types as the display screens scroll. Our Customer Excellence Team can help with any queries regarding pricing at your new address.
Dates and timings
I've just arrived at my new house, and we have no power! What should we do, and how quickly can it get turned on?
First of all, do check that your main switch is in the ‘ON' position. If it is and you still have no power, call us on 0800 300 400 and we will get this sorted for you as soon as possible.
How much notice do I need to give?
If you move house you must:
Give us at least three business days' notice of your move and your new address so we can send you a final invoice.
The requirement of three business days' notice of your move is consistent with applicable regulations and industry standards as at the date of these terms; and let us complete a final meter reading at your old premises (a charge applies) or let us take a final meter reading remotely if an advanced meter has been installed at your old premises (a charge may apply) or, at our discretion, provide us with a final reading over the phone or via our website.
What happens if I need to have power, temporarily at both the old and new houses?
This is absolutely fine.
Just let us know when the new power should start and when the old one should finish and we will take it from there. You may need to provide us with final and start readings so you are only charged for the power you use, we will let you know when we are setting up your new power account.
What if you have a new connection, an altered connection or a reconnection?
For safety reasons, if you have a new or altered natural gas or electricity connection, or if your supply has been disconnected, we may require you to provide a certificate of compliance or certificate of verification from a certified service provider before we can supply you with energy. We may also request a copy of this certificate at any time.
What if an advanced meter cannot be installed at your premises?
If an advanced meter cannot be installed at your premises because the wiring at your premises does not comply with any applicable laws, regulations, codes or standards, or because the advanced meter would, when installed, represent a safety hazard or where there is insufficient space on the meter board, we may require you to fix, remedy or repair the wiring or safety hazard, or install a larger meter board or otherwise address the lack of space on your meter board at your cost before an advanced meter is installed at your premises.
We may also require you to provide a certificate of compliance from a certified service provider at your cost before the advanced meter is installed. We may also request a copy of this certificate at any time.
What is an advanced meter?
Advanced meter means a remotely read interval meter and all associated metering equipment.
Gas & LPG
If the new house uses LPG, can I bring my partially used bottles to the new house, or do I need new ones?
You will need new bottles setup when you move. Due to the nature of LPG, an approved handler will be required to deliver and install your bottles.
Can I keep using my LPG bottles at the new house, if they use piped natural gas?
No, natural gas appliances are not compatible with LPG.
The new house uses LPG; does Genesis Energy supply LPG?
Yes, Genesis Energy has been supplying LPG nationwide (excluding offshore locations) since 2009.
Contracts & companies
How do I transfer my current Genesis Energy contract to my new house?
You can stay connected in 3 easy steps!
Simply provide us with your new home address, your moving date, and the contact details and start moving here.
Alternatively, you can call on 0800 300 400 and we will help you with setting up your new address.
I'm moving into a flat/apartment – how will the meter be read?
All flats/apartments are different so you should speak to your landlord/body corporate about the best way to access your meter as required.
What is an ICP number?
The Installation Control Point (ICP) number is an industry reference assigned by the network company to help identify each metering point on your property.