Pure Planet Gone Bust: Here’s What Customers Should Do Next

What Pure Planet customers should do

While it might be sound scary that your energy supplier has gone bust, there is relatively little you need to be concerned about or need to do. First, Ofgem, the UK energy market’s government regulator, has a safety net to ensure that no home has its energy supply cut when a supplier goes bust, instead, the customers of a defaulted supplier will be smoothly transferred to a new supplier to ensure that the flow of energy is maintained. However, it could take some time for this transition to be officially completed, so, in the meantime, we want to address any immediate concerns or questions that you might have.

Who happened to Pure Planet?

Sadly Pure Planet is the latest supplier to have ceased trading during the UK energy crisis, which has resulted in ten energy suppliers going bust since August 2021. The global gas shortage drove gas prices to an unprecedented level, but because of the energy price cap, suppliers cannot price their energy high enough to offset the high wholesale costs of energy. The end result is that many suppliers are losing money so rapidly that an unprecedented amount of suppliers have been forced to close their doors over a very short period of time.

Should I stop my direct debit, direct payment or standing order with Pure Planet?

This will depend on the state of the debt that you might owe to Pure Planet or if Pure Planet owes you any money as a result of being in credit. However, it is important to know if there are any remaining payment issues before you stop making payments it could cause issues. We say this because owing money could give you trouble later on, or alternatively, if you were owed money from Pure Planet there is a chance you could miss out on receiving it. Ofgem recommends that you continue making payments as you have normally before until you are officially completed with the transition to the new supplier that has been appointed to you.

If you have cancelled payments already then your new supplier will be able to help you set up a new payment process, so it is not a big issue.

Am I supposed to take a meter reading?

Yes, you absolutely should take a meter reading. While this isn’t an official obligation, we highly recommend that you take a reading on your energy meter and record it just in case you need a situation arises where you need to provide your new supplier with a recent meter reading. This will help your transition to your new supplier go more smoothly.

For smart meters, the same idea applies, you should take a reading and not worry about compatibility concerning your newly appointed supplier. If they have to, your new supplier will simply treat your smart meter as a traditional meter when they come over to take their own readings. Remember, you can always switch suppliers later on.

What will happen if I am in debt or credit to Pure Planet?

Most energy suppliers will honour any credit that you have had with your supplier at the time that it went bust, but not all of them. The exact timeline for when you could receive this payment is not very exact, but when you have been completely transitioned to your new supplier they should be in contact with you shortly to organize this and provide you with more information.

Regarding any debts you owe to Pure Planet, this could change depending on the new supplier that you have been appointed by Ofgem. In some cases, your debts are transferred to the new supplier and in some cases, you will need to continue paying off your debts to your previous supplier even after they cease trading. You can find out more about this once your new supplier has been announced by Ofgem and you can reach out to them to confirm the process.

Are my bills going to go up at Shell?

Generally, yes, you will be placed on what is referred to as a “deemed” contract, which will be automatically assigned to you by your new provider and could be a much higher price than your previous energy plan. However, once you are in contact with your new provider will be able to request more information about which energy plan they want to assign you and even ask them to switch you to one of their less expensive options.

What rate will I pay under my new contract?

Again, this can only be determined once you have been appointed a new provider by Ofgem. However, as mentioned above, there is a good chance it will be a higher rate than you are accustomed to paying. To avoid this we highly recommend you get into contact with your new supplier as soon as they are announced and discuss with them which energy plan you prefer to be on going forward.

On the other hand, it’s important to know that you will be able to switch energy suppliers at your own whim at that time, so if you would like to you can give us a call at 0330 818 6223 and we can find you the best energy plan for your needs.

When will my new supplier contact me?

Once Ofgem announces which supplier you will be transferred to the transition process begins, however, this can be a process that takes several weeks so you will need to be patient.

How will I get in contact with my new supplier if I am moving?

Your new supplier will contact you at your current address from your previous supplier’s data. What this means is that if you are moving they will reach out to your previous address with some potentially important documents, as a result, we recommend that you have all your mail from your previous address forwarded to your new address.

Can I switch suppliers right now?

While it is understanding that your first reaction to this news is to rush into finding a new supplier, that’s actually the opposite of what you should do. Switching to a new supplier to quickly could cause some confusion between your old supplier, the supplier that you’ve been appointed by Ofgem and the new supplier that you’ve selected for yourself. These issues can range from anything from minor inconveniences to serious issues regarding your home’s power supply

Do I have to stay with my appointed supplier?

Nope, pending any contracts that you are currently signed on for, you can leave your new supplier as soon as the transfer is complete. If you do decide to switch immediately your exit fees will be waived, so if you don’t like the supplier appointed to you it would be a good idea to switch sooner than later.

What are Shell Energy’s tariff plans?

Shell Energy has several plans available for you to choose from. Below we have the costs associated with these plans. However,as a result of the energy crisis tariff pricing has been shifting rapidly and as such these prices may be slightly outdated. For more updated info on these tariffs, you can have a look on our Shell Energy tariff page.

Annual costs associated with each of Shell Energy’s tariffs can be seen here:

Who was Pure Planet?

Pure Planet was formed by the same team that created Virgin Mobile. This is made up of Andrew Ralston, Steven Day and Tom Alexander. Bringing their background in consumer marketing to the energy industry they hoped to be a supplier with a difference. They believed that the technological revolution that had transformed other industries had not yet had a full impact on the energy industry and aimed to set about changing this.

As a result, Pure Planet became the first all-digital energy supplier in the UK. By keeping their running costs low in this way, they could then sell sustainable energy for a reasonable and affordable price, even making it cheaper than non-renewable tariffs with other companies.

Was Pure Planet any good?

Pure Planet made quite an impact by being the first supplier to go digital-only and bringing their industry pedigree to the table. And customers seem to have responded well to their offerings. In general, the reviews have been very good and they are pleased with the service provided.

The reviews on Trustpilot were very good and they also scored well in the Which? annual energy supplier survey (you can find out more details about these scores below).

Overall, bills are low and arrive on time, customer service is good and the 100% renewable energy helps you to reduce your impact.

How green was Pure Planet?

Pure Planet was one of the UK’s few 100% renewable energy suppliers. All of their electricity came from renewable sources and it was the only energy company to be a member of the UN global compact working towards the 17 goals to transform our planet. It was also involved in a number of renewable energy projects around the UK.

The gas they supplied was 100% carbon offset which meant that all the carbon released by its use has been recaptured in other ways. Meaning you have a neutral energy footprint.

What was the Pure Planet fuel mix?

For their electricity, the fuel mix is 100% renewable, coming from sustainable energy sources such as wind and solar energy. None of their power comes from fossil fuels or nuclear power stations. All gas is 100% offset, making Pure Planet one of the greenest energy suppliers in the UK.

Pure Planet reviews

The reviews on Trustpilot score Pure Planet at 4.6 out of five. An impressive 89% of all reviews rated them as good or excellent, with particular praise for the ease of switching, good customer service and affordable pricing.

In the Which? annual energy supplier survey they came fifth out of the 35 providers reviewed. They received an overall customer score of 78% with full marks for bill accuracy and four out of five for bill clarity, digital tools and value for money.

All of the above is very impressive and way above the norm for energy companies in the UK. They did not perform so well in the Citizens Advice survey, only achieving three out of five – although this is also not a bad score.

How many customers did Pure Planet have?

Pure Planet had about 100,000 customers across England, Scotland and Wales.

What made Pure Planet different?

There are a few things that set Pure Planet apart from the other providers on the market. The first is that they were the first energy company to be 100% digital. That means no paper bills or letters. You can control your energy using an app, getting bills online and giving you greater control over your energy use and spending.

The Pure Planet app is a 24/7 digital assistant. You can do all of the usual transactions, such as pay bills, check your balance and monitor your usage on the app.

Pure Planet also does all its customer services through the app, giving it greater functionality than a normal online portal.

The other major difference is that they offer 100% renewable electricity and 100% offset gas. They are one of only a few suppliers in the UK to offer this level of green energy. Although they have faced some criticism from Which? about misleading customers about the exact nature of their renewable energy.

Did Pure Planet have smart meters ?

Pure Planet offers smart meters, rolling out second-generation models (SMETS2) in 2021. It is currently installing these in homes of selected customers, before a general rollout later in the year.

Check your eligibility for a smart meter through the mobile app. You will be informed when installations are taking place in your area and can book an appointment online

If you already have a SMETS2, it will work with Pure Planet’s supply. However, if you have a first-gen meter, it will lose some of its smart functionality.

How often did Pure Planet bill?

Like most suppliers, Pure Planet bill once a month. You will receive a digital bill via email and also in your customer area on the app. They score very highly for the promptness of their bills so you can be sure to receive your bill on time each month.

Pure Planet: what other services did they offer

Pure Planet customers were eligible for the Warm Home Discount, a government scheme to help vulnerable people with their energy bills at certain times of the year. This is either through the Core Group or the Broader Group. Core Group members will have been notified by the government and the £140 discount will be made automatically.

How to apply for Warm Home Discount with Pure Planet

If you were a Pure Planet customer and think you could have qualified for the discount, you could’ve applied via the Warm Home Discount page on the website. Broader Group applications must be done each year. Remember that you are not guaranteed to receive it every year. The discount is applied on a first-come, first-served basis so don’t hang about making your application.

Contact Pure Planet

As Pure Planet offered 100% app-based service, there was no phone number or email address to contact if you had any issues.

How to contact Pure Planet ?

The only way to get in touch is via its website or using chat feature on your app. The chat function is designed to put you in touch with the right member of their customer service team.

How to complain about Pure planet?

If you would like to make a complaint, get in touch with Pure Planet via the app. You can also register a complaint with the industry regulator Ofgem if you feel your complaint has not been dealt with or handled in the correct manner.

Would you like to know more about energy suppliers in the UK? Great! Check out these related articles:

1. Utilita
2. Outfox the Market
3. Spark Energy
4. Ecotricity

FAQ

Are my rates going up at Shell?

Because of the energy crisis. The prices for gas and electricity are extremely high at the moment. Therefore, your prices after the switch will very likely be higher than before.

Can I switch Supplier right now?

Yes you can switch supplier at the moment. However, it is probably not the wisest decision. Prices are extremely high and finding a cheaper rate by switching will be very hard.

What happened to Pure Planet?

Pure Planet could not keep up with the rising wholesale costs for energy. These costs have been rising as a consequence of the energy crisis. Their revenues could not increase enough to offset because of the energy price cap. They could not sustain the losses any further and hat to close business unfortunately.

Should I switch right now?

We recommend you to stay put for now. Prices are at all-time highs at the moment. With switching it would be very difficult to find cheaper rates right now.