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

FAQs

How does your service work?

We are an energy consultancy aimed to help organisations reduce their energy costs. We can review various aspects of your energy spend, from procuring a competitive supply contract to providing reporting or analysis on your usage. Working with over 25 difference suppliers and partners, our experienced Energy Consultants can tailor a solution to meet your needs.

How long have you been established?

Lumina began it’s journey in 2012 and forming part of Kent County Council’s Commercial Services Trading Ltd. which also includes Lumina’s sister company LASER Energy who bring over 30 years’ experience in the public sector.

Are you a supplier?

No, we are a Third Party Intermediary. We will receive a fee from your chosen supplier which will be the same regardless of the supplier to ensure we are impartial. The fee will be included within your proposed rates in the form of pence per kilowatt hour or pence per day standing charge.

How many suppliers do you use?

We currently work with over 25 suppliers of gas and electricity as well as other partners in delivering water procurement, reporting services and meter operator contracts.

Can I meet someone face to face?

Absolutely, we are based in Kings Hill, Kent and can arrange a meeting with you at our office or alternatively we can come and visit you.

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 Thursday and 9am and 4:30pm 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

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