Energy regulator, Ofgem, has confirmed that from today, the 10,000 customers of failed Future Energy will be added to the 300,000 people already supplied by Green Star Energy.

Customers will be contacted by the new supplier by 6 February giving details of their tariff and account balance. For now, Ofgem said customers should “sit tight” and wait for contact from the new provider.

Balance and tariff details

Future Energy customers – whether on fixed or variable tariffs – will pay the same price as they were paying before until 30 September 2018. Before then, the new supplier will be in touch with details of its fixed price tariffs. If no action is taken, these customers will be moved onto its default (standard variable rate) Rate Watch + Perks tariff.

Ofgem confirms Green Star Energy will honour all outstanding credit balances, including money owed to both current customers and past customers of Future Energy.

Current Future Energy customers with any credit on their account will have this amount offset against future energy use, while past users should contact Green Star Energy directly for a refund by calling 0800 029 1560 or emailing newsupplier@mygreenstarenergy.com.

If you owe money – as a past or present Future Energy customer – you will not owe money to Green Star Energy. Instead, you will be contacted by Future Energy’s administrators to discuss repayment arrangements.

For those with a smart meter, the functionality will be switched off for the time being. Green Star confirmed this won’t affect your energy supply or the rate you pay for your energy.

Customers moving over to Green Star Energy should cancel direct debits to Future Energy. The new provider will then be in touch to set up a new direct debit. If a payment has left your account since 25 January, you should contact your bank to claim it back via the Direct Debit Guarantee scheme.

You can ask Green Star Energy to change tariff; alternatively, you should also compare tariffs elsewhere to make sure you’re getting the best deal.

Ofgem confirmed customers won’t be charged exit fees.

Some concerns have been raised in forum posts where customers feel the customer service is slow. Green Star Energy said it will increase the number of customer service advisers available and it will extend its opening hours from 8am to 8pm to ensure a good service is delivered. It added: “There may be some upheaval during the initial transition period due to high volumes of enquiries, so please be patient with us.”

The energy regulator said the move for Green Star Energy to supply customers of failed Future Energy comes after a “competitive process to get the best deal possible for these customers”, Ofgem said.

Rob Salter-Church, Ofgem’s interim senior partner for consumers and competition, said: “We are very pleased to have been able to secure a deal with Green Star Energy, where Future Energy customers will continue paying the same price for their energy as they were before. And their credit balances will be honoured.”