TotalEnergies Gas & Power: who it supplies, contact routes and complaints

TotalEnergies Gas & Power supplies gas and electricity to organisations rather than households. This guide draws on the company's own pages and regulator information. We do not rate suppliers, and Biz Energy is not affiliated with TotalEnergies.

Who the company is

The supplier trades as TotalEnergies Gas & Power Limited, with its registered address in Surrey, and its own pages describe it as part of the French energy group TotalEnergies. It says it began in 1987 as AGAS Ltd, the first independent supplier to contract gas for direct sales after the UK gas market was opened up. It says its shareholder Elf Aquitaine took full ownership in 1996, that it became Elf Business Energy in 1999, and that it later took its current name to reflect closer integration with the TotalEnergies group. It says it has supplied electricity since 2001. That makes it one of the older names in the business market.

Who it supplies

The company says it supplies over 200,000 sites across sectors, including small and medium businesses, large industrial and commercial firms, and public service and non-profit bodies. Its contact page organises its audience as Business, Large Business, Public Sector and Partners. If you run a single shop or office, you are in the first group; a multi-site chain may be in the second, with different pricing methods. Our guide to multi-site and large business energy explains the difference.

How to contact it

The supplier's contact information page offers an online form where you pick a query type such as billing, direct debit, meter reads, complaints or sales. It lists two specialist email teams, one for credit and payment queries and one for customer care on gas and electricity, plus separate forms for moving premises and for refunds. Its site mentions telephone contact but we saw no number there, so we have not printed one. Offices are listed in Surrey and Newcastle upon Tyne, but write to the address given on the live page.

What to check on its paperwork

• Legal entity. Match the name on the bill to the contract.
• Price structure. Fixed pricing keeps supplier-side costs constant; pass-through contracts let some network or policy costs vary. See pass-through vs fixed charges in a quote.
• Dates. Contract end, renewal window and rollover terms. A microbusiness cannot be rolled for more than 12 months.
• Meter details. MPAN and MPRN; see MPAN.

Worked example: a gas-heavy site

A garage uses 80,000 kWh of gas and 15,000 kWh of electricity a year. Suppose a quote shows gas at 6.5p/kWh with 40p/day and electricity at 26p/kWh with 60p/day. Gas: 80,000 x 0.065 = £5,200 + (365 x 0.40 = £146) = £5,346. Electricity: 15,000 x 0.26 = £3,900 + (365 x 0.60 = £219) = £4,119. Subtotal £9,465. CCL at 0.801p/kWh on 95,000 kWh = £760.95. Net £10,225.95, VAT 20% = £2,045.19, total about £12,271. Gas for a business is usually priced much lower per kWh than electricity (the DESNZ Q2 2026 average was 5.28p versus 24.51p including CCL), so a site's fuel mix drives its bill. Use the gas units to kWh converter if your meter reads in cubic metres.

Switching and notice

No cooling-off period applies, so agree new terms only when your current end date is clear. If you are out of contract there is no exit fee; see how to get off deemed or out-of-contract rates. Read the switching guide for the sequence.

Complaints

The supplier's complaints page asks you to raise the issue with the relevant service team first. If that does not fix it, send a formal complaint with your account number, MPAN or MPRN, a phone number, the date you first raised it and a summary. The company says it aims to reply within 10 working days unless it tells you otherwise, and you can ask for a review by a senior team member if you are unhappy with the answer. Keep records, then after eight weeks or a deadlock letter micro and small businesses can go to the Energy Ombudsman. Larger firms cannot use that service and would look to their contract terms.

Renewals: what to look for

For any supplier, the renewal letter is where costs most often rise without anyone noticing. When yours arrives:

1. Compare the new unit rate and standing charge with your current ones, line by line, for each meter.
2. Check the new end date and length. A microbusiness cannot be rolled onto a new fixed term of more than 12 months without agreeing to it.
3. Work out the annual cost at your real usage. At 15,000 kWh, a rise from 26p to 29p/kWh adds 15,000 × £0.03 = £450 a year before CCL and VAT.
4. Get at least two other quotes before replying, and note how long each is valid.
5. If you decide to leave, follow the notice instructions in your contract and keep proof of when you sent notice.

Using the Energy Ombudsman route effectively

The supplier's complaints page sets out the Ombudsman's eligibility tests, which match the micro and small business definitions used across the industry: fewer than 50 employees with turnover up to £6.5 million or a balance sheet up to £5 million, or up to 200,000 kWh of electricity or 500,000 kWh of gas a year, for small businesses. When you escalate, send the Ombudsman the supplier's final response, your complaint reference and copies of bills. Its decisions bind the supplier if you accept them, but not you.

VAT, levy and reliefs for non-profits and public bodies

Because the supplier serves public service and non-profit bodies as well as firms, tax treatment deserves its own section.

VAT

The standard rate is 20%. A reduced 5% rate applies to small amounts (up to 33 kWh a day of electricity or 145 kWh a day of gas per premises on average) and to supplies used for qualifying domestic or charity non-business purposes. Where a building is used partly for each, the 60% rule decides whether the whole supply or only a portion qualifies. From 1 October 2026 to 30 June 2027 (extended from 31 March 2027 at Budget 2026) there is a temporary 0% rate for qualifying domestic and charity non-business electricity in Great Britain, but business use stays at 20%. See zero-rate VAT on electricity and what VAT charities pay.

Climate Change Levy

The main CCL rate is 0.801p/kWh from 1 April 2026 and rises to 0.827p/kWh from 1 April 2027, for both gas and electricity. Supplies below the de minimis levels (under 1,000 kWh a month of electricity or 4,397 kWh a month of piped gas) and charity non-business use are excluded, with a 60% rule for mixed premises. Read who is exempt from the CCL.

Worked VAT example

A community hall pays £3,000 net for electricity, with 70% used for qualifying charity non-business activity. Because 70% is at least 60%, the whole supply can be reduced-rated: £3,000 x 5% = £150 VAT. If only 40% qualified, the reduced rate applies to £1,200 (£60) and the standard rate to £1,800 (£360), total VAT £420. Always confirm with HMRC's notice or a tax adviser. The VAT and CCL guide explains more.

Next steps

• Check which size band you are in (microbusiness test).
• List your meters and annual kWh.
• Compare against other suppliers in the overview.