To avoid there being a large bill shock when your new British Gas account is completely set-up, we continue to collect payment from you which we allocate for your energy bills. These payments are currently pending and will be paid to British Gas once we are able to confirm the correct payment reference.

As part of the Homebox bills management service, we collect a regularly monthly payment from your bank account which is allocated against each bill. We try to keep this monthly payment at the same amount each month, to avoid a big jump in costs when you do use more energy during the winter.

We have not yet been able to make payments to British Gas where accounts have been transferred over from Rebel Energy. This is something that British Gas are aware of and we have provided them with a list of all affected customers.

To make a payment we need the correct account reference number to make sure that the payment is applied to the correct bill. We are currently waiting for British Gas to set up each account with the new tariff and send us confirmation of your account number. With over 80,000 customers who were transferred from Rebel this understandably takes some time.

We are in constant communication with the British Gas leadership team to resolve this issue as quickly as possible. They have confirmed they will not send out new bills during this time, and new bills will be issued under the new tariff once the set-up is complete.

If you do receive a bill and are concerned about it still being unpaid you can send us the most recent bill from British Gas and confirm you want us to make an interim payment. This should show your supply address, account number and the amount overdue.

Please note that British Gas will still issue a new backdated bill once the set-up is complete, and we will work with them to ensure the payment is applied correctly.

If you’ve made a payment directly to British Gas, please let us know as soon as possible. This will allow us to transfer the payment to the account that is being set up under Homebox, so everything stays on track. You can upload a copy of the bill here, or email our team if you need help.

Following the switch in supplier from Rebel Energy, British gas are still in the process of setting up your account and confirming your bills.

You should have already received a welcome pack from British Gas - and we have agreed a competitive tariff with them on behalf of our customers.

The next steps in the process are:

• Rebel energy are starting to send out final bills for energy you used up until the 5 April 2025
• British gas will soon send out your first bill or statement and confirm your new account number with Homebox
• British Gas will apply any credit balance from Rebel to your new account

You can keep up to date with what is happening on the British Gas website: britishgas.co.uk/energy/supplier-of-last-resort

What happen next will depend how far your previous supplier was in the switching or home-move process:

If your previous supplier had closed your account for your old home, issued your final bill and sent you a refund or taken final payment, then your account will not have been transferred to British Gas.

If your previous supplier had started to close your account for your old home, but you were still waiting for your final bill, then they will be finalising your account as part of concluding all their operations. Any credit due to you for your old home will be transferred to British Gas – but please note this usually takes 8-12 weeks. On receipt of your credit, they will create a closed account for your old home and issue the refund to you.

We apologise that this process takes so long, but unfortunately it’s out of our hands. You can check your supplier update page at
which isbritishgas.co.uk/energy/supplier-of-last-resort updated regularly and will tell you when they expecting the credits to come through.

Not right now. While we’re waiting for billing information from British Gas, we’re not carrying out our usual price reviews. This is due to the unique circumstances surrounding Rebel Energy’s closure and the ongoing account setup with British Gas.

Please continue uploading your meter readings as normal. Once we receive full billing data from British Gas, we’ll carry out a full review of your usage and adjust your price if needed

Over the last few months, we've been working hard behind the scenes with both Rebel Energy and British Gas to make sure your energy account transition is as smooth as possible.

We're happy to let you know that we've successfully secured a fixed energy tariff that’s exclusive to Homebox customers—and it’s on average £100 cheaper per year than Octopus' lowest available tariff.

You can find full details on our help page at:
help.homebox.co.uk/british-gas-tariff-confirmed

We understand it can be confusing to receive messages from British Gas before your new account is fully set up. There’s no action you need to take right now – we’re already working behind the scenes to get everything sorted for you.

British Gas is in the process of creating your new energy account. During this time, you might still receive automatic emails or letters about your supply. These can be ignored for now. New bills will be issued once the set-up is complete.

A welcome pack will be sent to all customers who have transferred over from Rebel Energy. This welcome pack will provide you with more information about British Gas as well as their supply terms. While Homebox will manage any communications and resolve any issues you may have with your energy supplier, it is important that you still receive information from British Gas about your account.

Once your new account is ready, we’ll contact you with all the necessary account details.

Rebel Energy has entered administration, and British Gas is now managing former Rebel customer accounts. Your outstanding balance and meter readings have been received and will be transferred to British Gas. A new account will be set up for you shortly.

If you were previously with Rebel Energy, your account has now been taken over by British Gas, as Rebel has gone into administration. We understand this may feel uncertain, but rest assured—we’re working closely with British Gas to ensure the transition is smooth and your energy supply remains uninterrupted.

✔ Your balance:
Any outstanding balance from your Rebel account has already been collected and will be transferred across to your new British Gas account.

✔ Your meter readings:
We’ve received your most recent meter readings—thank you for sending them in. However, at this stage, we’re unable to adjust your charges based on these readings until British Gas has fully set up your new account.

📌 What happens next:
British Gas is in the process of setting up your new energy account. As soon as this is ready, we’ll be in touch with your new account details.