Our partnership with E.ON Next

What changes are happening to my account?

Sainsbury’s is now in partnership with E.ON Next. This means going forward, E.ON Next will be powering your Sainsbury’s Energy supply, taking over from npower.

Your Sainsbury’s Energy account is not going anywhere and there’s nothing for you to worry about. There will be no interruption to your supply, and you will still receive all your Nectar points. We’re doing all the heavy lifting in the background to make this change as seamless as possible, and we'll keep you informed every step of the way.

Rest assured that E.ON Next is part of the E.ON group, so you're safe in the knowledge that they have the backing of an established energy supplier.

How can I log into my online account?

For now, you’ll still be able to access your online account at www.secure.sainsburysenergy.com as normal, so please continue to use your account and submit regular meter readings.

In the background, we will be giving your online account a makeover as we want you to have access to all the services you need.

As soon as your new look Sainsbury’s Energy account is ready, we will send an email prompting you to create a new password. We can’t wait for you to see your new account, so make sure you watch out for this email so you have no issues logging in.

What will happen to my Nectar points?

Absolutely nothing! If you have recently switched to us, you will receive the bonus Nectar points you are entitled to as per your tariff terms and conditions.

If you are an existing customer, you will continue to receive extra Nectar points on your Sainsbury’s shopping as per your tariff terms and conditions.

Will my tariff change?

You will remain on the same fixed price energy plan that you signed up to until your tariff end date. There will be no changes to your prices and no interruption to your supply. You will also continue to receive all your Nectar points as per your tariff terms and conditions.

What will happen if I move house?

Please get in touch to let us know as soon as you can, and we'll do our best to avoid making changes to your account while you're in the middle of moving or switching. This will help keep things as simple as possible with your bills and your final account balance. Oh - and don’t forget to take a reading on the day of your move!

What will happen to priority services?

Sainsbury’s Energy offer free services to customers who may need extra support because of a disability or long-term illness, or if there are people of pensionable age or children under the age of 5 in the household. We also recognise that you might need extra support because of life-changing events such as a relationship breakdown, losing a job, a bereavement, or if you're affected by a short-term illness. If you're eligible it’s important that you get in touch with us to see what services we can offer you. If you’re already registered with us for priority services, then you don’t need to worry about anything as you will remain on our priority services register.

If your account is registered for services to help you or someone in your household who is deaf or hard of hearing; we will continue to offer a range of ways for you to get in touch, including text relay. We will record our customers’ need for extra support due to either ‘hearing difficulties’ or ‘speech difficulties’ (or both). 

If you wish to receive your correspondence in large print or braille in future, please contact us about this. Please note that all braille communications will be in contracted (grade 2) braille.

Where can I access my new Terms and Conditions?

You can access our new standard Terms and Conditions here. These will apply to you on or after 7th April 2021 depending on when you have signed up to a new tariff with us.

Will I be able to use the Sainsbury’s Energy app?

Going forward, our app will no longer work. Don’t worry though – you’ll still be able to submit meter readings, check your usage and much more through your easy to use, new look online account.

Do I need to change my Direct Debits?

We’ve made everything easy for you, so you don’t need to worry about anything. Your Direct Debit instruction will remain the same, so please do not cancel it with your bank.

It’s handy to note that once your Sainsbury’s Energy supply is powered by E.ON Next, Sainsbury’s Energy charges on your bank statement will appear as ‘E.ON Next’.

What happens if there’s a credit or debit balance on my account?

Your balance is safe and secure. You will continue to see it on your future Sainsbury’s Energy bills or statements.

What happens if I don’t pay my bills via Direct Debit or have a regular payment plan?

You’ll also still be able to pay your bills in lots of simple ways to suit you.  These include one-off card payments via your online account, directly from your bank account, by cash at your local Post Office, Payzone and Paypoint or by cheque.

You will not be able to pay with a recurring credit card payment, also known as a ‘Continuous Payment Authority (CPA)’. However, if you need to, you’ll still be able to make one-off payments with a credit card each month.

What will happen to my account history, like statements?

All your Sainsbury’s Energy bills and statements from the last two years will be accessible in your new look online account.

What happens to an open complaint I might have on my account?

We’ll try and resolve your complaint as quickly as we can. If you have an unresolved complaint on your account, rest assured the complaint will continue to be investigated and we will get in touch with you as soon as we can.

Will I still get my Warm Home Discount?

If you receive the Guarantee Element of Pension Credit in July 2021, you will receive a letter from the Department of Work and Pensions this winter confirming your eligibility for the 'Core Group', and will continue to receive it when your Sainsbury’s Energy supply is powered by E.ON Next.

If you are planning to  apply for the Warm Home Discount with Sainsbury’s Energy through the 'Broader Group', you can do so as normal when the application process opens this summer. We'll be in touch if we need more information.

If you haven't applied and think you might be eligible, there’s nothing to worry about. Sainsbury’s Energy will continue to offer the Warm Home Discount going forward, so you can apply as normal.

What do I need to do if I have a nominated person on my account?

If you have set up a nominated person on your account, currently you have access to your account and your nominated person receives copies of your correspondence. Going forward, your nominated contact will be removed from your account. This means that you, as the main account holder, will be the only person to receive account information or have account access. If this isn’t right for you, you can contact us to change the correspondence name and email address to your nominated contact. If you do this, you’ll need to ensure that this person has been given your official authority to deal with the account on your behalf.

Please remember that going forward, you can only have one person on an account listed as the person who will receive correspondence for that account. This can either be the account holder or another person nominated by the account holder, but that person will be the only person to have access to all correspondence and account details.

Will I be able to contact you via live chat?

Following our website makeover, we will no longer offer a live chat service on our website. Don’t fret though, as there are many other ways that you can get in touch with us. Whether you call, email or send us a message on social media, we will be happy to help with any of your queries.

Sainsbury's Energy live chat