Got a question? View our helpful list of FAQ's below.

Support centre

We are regularly asked the same questions by customers so we thought it would be useful to compile all our Frequently Asked Questions into the handy list below.  If you have a question that isn’t listed, contact us and we will be glad to answer any enquiries you have.

How does your service work?

We are an energy broker aimed to help small to medium sized businesses save money on their energy bills. We provide a Switch & Save service helping businesses compare energy tariffs from over 20 suppliers. We are a TPI (Third Party Intermediary) and more information on this can be found here.

How long have you been established?

Lumina began it’s journey in 2012 and forms part of the Commercial Services Energy division, wholly owned by Kent County Council (KCC). We launched with just 6 employees and have now grown to a team of 16 staff.

What makes Lumina Energy different?

Being wholly owned by Kent County Council allows us to benefit from the industry knowledge and 25 years experience KCC has in energy procurement from our sister company LASER Energy Buying Group. All profits we make also go back in to the public sector, making the community better!

How can you get me cheaper prices?

Our close supplier relationships allow us to receive regularly updated prices so we always have the most recent information to hand. We can search our range of suppliers in seconds which can save you so much time if you were to search independently. We can also offer tailored, bespoke quotations for your energy needs which can tend to be more competitive than what you may find yourself.

Are you a supplier?

No, we are an energy broker. We work with our suppliers to help save you money by searching a range of tariffs for your business. Your energy contract will always be with the supplier and not with Lumina.

How many suppliers do you use?

We currently use over 20 suppliers for Electricity and Gas contracts. To see exactly who those suppliers are please visit our Business Electricity and Business Gas pages.

Typically how much can you save me?

We save businesses on average 23%* on their energy tariffs. We can often exceed this average though – The most we have ever saved a customer is a whopping 56%! *based on historic data and the renewal rates offered to them by their suppliers.

Can I meet someone face to face?

Absolutely, we are based in Kings Hill in Kent and are more than happy to arrange a meeting with you at our offices. Or alternatively, if its easier, we can come to you to discuss your energy needs.

How do you make your money?

We offer a free to use service for a no obligation quote. If you decide to switch supplier through Lumina we will receive a fee from the supplier we place you with.

Contracts & switching energy supplier

What information do you need from me so I can receive a quote?

For us to be able to provide you a quote we would need the following information which can all be found on a recent energy bill: – Supply number: MPAN or MPR – Your post code – Contract end date – Estimated annual consumption – Current Supplier If you have several meters we would need the above for every meter you have on your premises.

Can I cancel my existing energy contract mid contract?

In some cases you can cancel part way through your existing contract with your supplier, however by doing this you will likely incur some termination fees. This information can be found on the T&C’s of your current contract. We do not recommend cancelling your current contract mid term, we can help you organise your next one when it is ready for renewal.

I have just taken over a business address. Can I switch suppliers or am I tied to the previous contract?

Firstly, congratulations on your recent business move! It is indeed possible to switch suppliers, as this is a change of tenancy you are not obliged to retain the previous owner’s energy supplier. So get in touch with us and we can start establishing the best energy prices for your business.

How far in advance can I receive a quote?

We recommend getting a quote from us at least 6 months prior to your contract ending. However some of our suppliers can quote up to a year in advance so the earlier you think about it the better.

Can my contracts finish on the same date?

Yes, ultimately if you have more than one meter on different contracts we can arrange for the lengths of these contracts to differ so that they all finish at the same time. This will then make your next renewal a lot easier to manage!

Will my prices change?

No, at Lumina we offer Fixed Price, Fixed Term contracts through our suppliers therefore your price will be fixed for the duration of your contract.

How many prices will you give me?

We will provide as many as you require. Typically, we will send you the top 3 most competitive suppliers with a range of contract lengths for you to consider.

Used Lumina before?

I used Lumina ages ago and want to get back in touch, what do I do?

Welcome back! It’s great that you want to work with us again. It’s really easy and the best thing to do is simply get in touch. We can be contacted a number of ways, by phone, email or via our on-line chat.

The person I used to speak to no longer works for Lumina, what do I do?

Have no fear because we have lots of lovely team members who can help you. If you have recently used Lumina you will have already received a call with your new point of contact, however if this hasn’t happened please do get in touch with us and we will make sure you are introduced to a member of the team.

I want to get a better deal, I can’t remember what we did last time?

Not a problem at all. The best place to start is to check your current contract end date to make sure you are in a period where you can switch tariff or energy supplier. Then just give us a call and we can go from there.

Complaints Procedure

We are committed to offering the highest standards of customer service at all times. However, we recognise that on occasions things can go wrong and our customers may have reason to make a complaint, at which point we will be fully committed to resolving it as efficiently as possible.

You can contact us by phone, email or post:

Phone: 0808 168 5688
(Lines are open between 9am
and 5pm Monday to Friday)

Email:
info@luminaenergy.co.uk

Post:
Customer Services
Lumina Energy
1 Abbey Wood Road,
Kings Hill,
West Malling,
Kent,
ME19 4YT

Following receipt of a complaint, we will make every effort to resolve the problem within 24 hours and a member of our management team will be in touch to confirm how we intend to do this.

In the event that we are unable to resolve the problem within 24 hours, then we will continue to make every effort to resolve the problem as soon as possible, keeping you regularly updated throughout.

However, if we’re unable to resolve the problem within 7 days, with your permission we’ll escalate the complaint to the TPI Code of Practice Code Manager. If you’re still not satisfied and want to take your complaint further you can contact Citizens Advice Consumer Service using the details below.

Phone: 03454 04 05 06

Post: Citizens Advice Consumer Service Post Point 24,
Town Hall,
Walliscote Grove Road,
Weston super Mare

What happens next?

Sign Up to our Newsletter!

Every quarter we will be bringing you Energy industry updates, our latest small business tips and Lumina Energy news, please complete your details below: