Should I contact you?

You don’t need to call or email us as we’re working closely with Ofgem and GOTO Energy’s administrators to move across your account. We’ll be in touch once we have an update.

Should I take a meter reading?

Please make a note or take a picture of your meter reading(s) and keep these somewhere safe. We’ll be requesting them at a later stage. Here’s how to read your meter.

How can I submit meter reads on my account? 

Once you receive your Shell Energy account details, you'll be able to submit readings in seconds through the app or your online account. You can also email us meter reads, or send them via our automated call service. 

Can I choose a different supplier?

We’ll complete your switch to Shell Energy as soon as possible. Once it’s done, we’ll be in touch to let you know. Ofgem recommends you don’t move supplier before your switch to us is complete. If you try to switch earlier, your request will take longer to process.

But we hope you’ll like us enough to stay. With Shell Energy, you’ll enjoy:

  • Award-winning customer service
  • An easy-to-manage online account and app
  • Access to My Energy, our tool that puts you in control of your energy usage
  • Savings on fuel, plus personalised offers, via our Shell Go+ reward scheme
  • 100% renewable electricity as standard
  • Carbon-neutral home energy with our Go Further tariff

I’ve just moved house, will this be an issue?

We’re in the process of onboarding GOTO Energy customers. In the meantime, please make a note or take a picture of your meter readings on the day you move out. Once your account is set up, we can update it with this information.

If we don’t get your email address from GOTO Energy, or the address provided is invalid, we’ll write to you. In that case, the letter may go to your old address. If you’ve just moved, Ofgem recommends redirecting your post. The Post Office or Royal Mail can help you with that.