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Frequently asked questions
Your natural gas questions answered.
What can Shell <insert local business name> offer my business?
Shell <insert local business name> 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
How long does it take to switch?
It is generally recommended 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 <insert local business name> - 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.
Please note: If you take responsibility for premises supplied by Shell <insert local business name> 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 <insert local business name> supply domestic sites?
Shell <insert local business name> is a specialist supplier of gas to businesses only. We do not supply gas to domestic customers, irrespective of how much gas is being used.
Can I 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.
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.
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.
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 <link to local version>
What will my statement look like?
View a sample statement <link to local version>
Do your employees know what to do in a gas emergency?
Call The National Gas Emergency Service: <insert local contact details>
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 <insert local contact details