Jellyfish Energy

We aim to deliver a simple, fair and transparent offering to energy supply. Derived from a tech and data led approach, we have direct access to unmatched reporting for both customers and partners.

At Jellyfish Energy we reward our customers based on the time they've been on supply. Upon renewal you will unlock exclusive products that are not available to anyone else.

We offer a Range of Products to meet your clients needs over 3,6,12,24 or 36 month term and specilaise in offering some of the fastest response time and problem resolution within the industry.

Our support team are on hand to answer any of your queries via phone, email or live chat via your customer and partnerdashboards providing you insights and analysis into your portfolio.

Available products:

- Blue (Standard product) 10% VT

- Crystal (Renewables) 10% VT

- Drift (Ideal for Landlords, No VT, No COT Fee No Exit fee)

- Helmet (25% Volume Tolerance threshold)

- Barrel (50% Volume Tolerance threshold)

- Immortal - VT exempt (100% Tolerance threshold)

- Larva - Rating Tracker product 10% VT

- Mushroom - No standing charge 10% VT

- Wasp - Poor Rating customer 10% VT

From time to time we will offer promotional products. Unless specified, all Promotional Products have a 10% Volume tolerance threshold.

Uplift:

Electricity - Unit Rate up to 5p and up to £2.00 standing charge

Gas - Unit Rate up to 3p and up to £2.00 standing charge

Thresholds

Elec: 300,000kWh

Gas: 293,000 kWh

HH: 300,000 kWh

(Anything outside of the above thresholds can be contracted as bespoke and needs to be discussed directly with Jellyfish Energy)

Renewal/aquisition window: 12 Months ahead

Volume Tolerance Fees

Volume tolerance calculations are applied to all accounts except for Immortal, Drift, or bespoke specialist products agreed.

At the end of the fixed contract period, we calculate the customer's usage against what has been contracted. Any usage outside of the threshold is charged at the difference between the unit rates billed and our out-of-contract, deemed rates.

Volume tolerance can be mitigated should the contract be renewed for a minimum of 12 months on the updated EAC or we can perform a mid-contract review to assess the billed usage against EAC and confirm where this is predicted to end based on the data held. Depending on the remaining time of the contract, we can complete a mid-contract adjustment to uplift the unit rate.

Volume Tolerance Insights

On the Medusa portal, if you click on a customer's profile, you can view the current VT predictions. This will provide you with an indicator of where the customers usage is at against the EAC and also the contract completion.

Failed Contract Fees

Should a supply switch to Jellyfish Energy fail to go live and for reasons outside of our control we are unable to get the supply live, we reserve the right to implement a failed contract fee. The failed contract fee is calculated as 25% of the estimated contract value and is charged to the customer. The fee is applied to the accounts after 2 weeks of the agreed start date should the switch fail to go live. However, if we can reapply for this within an agreed time frame of the first month then the fee can be waived.

If you notice a supply objection please get in touch with our support team as soon as possible so we can discuss the situation and try and arrange a reapplication. Reapplications should be made as soon as possible!

COT Fees

If a change of tenancy is actioned within 3 months of a supply switch to ourselves, then an applicable COT fee is applied. The Cot Fee is £500. Should you find yourselves in a position where you have a client who is unsure on tenure such as a landlord or a potentially flexible occupant then we offer a DRIFT product which has no COT Fee, Early exit fee or VT and can be updated should the customer's tenure at the site adjust.

Onboarding and contract validation

Verifying contracts with customers is essential to ensure the correct information is received. Before acceptance of a submitted contract, the customer must complete a short validation call with our onboarding team.

Prior to completing the validation call we will internally review the information submitted to ensure that the company information is correct, the MPAN/MPRN information correlates correctly and there are no overdue companies house related issues.

Once the details are verified, we will attempt to call the customer twice daily. If we encounter any issues with the verification process, our customer and partner support team will reach out to you directly to try and resolve the issues or assist with making contact to complete the validation process. Customers are welcome once you have submitted the contract to contact us at their earliest convenience on our onboarding line to complete the call.

Onboarding line: 0330 808 4460

(Please note the validation call must be completed before the contract can be accepted. Delays in validation completion may result in a delayed supply switch date.)

During the onboarding call we will verify the contract details submitted, contact information, rates agreed and get verbal confirmation from the customer that they are happy to proceed in line with our business terms.

ID Check

If submitting a Soletrader, partnership or charity contract, we will need to complete an identification check. This is processed through Creditsafe and is sent directly to the customer to be completed.

Pre live payments

If the contract submitted is not credit checked or falls within the hospitality sector, then an applicable pre live payment will be required prior to acceptance. Please ensure all applicable customers and contracts are informed of the pre-live payment.

The pre-live payment is the equivalent to one month's contract estimated consumption and is held on the account for the duration of the contract and is then utilised against the final bill. Should there be a remaining balance due this will need to be paid. Alternatively, if the customer's account ends in a credit position, then any credit can be refunded.

Collections process

Should a customer not make payment by the due date of their bill, our collections process will begin. This includes contacting the customer via phone and email daily to get this resolved. Should this remain unpaid, fees will become applicable which include:

Non direct debit fees - applicable if there is no direct debit set up if the customer is in a contract, or if this fails to collect after the automated retry. This would be £150 for each failed direct debit.
HR letter fee - £150
PDV fee - £200 (Pre-disconnection visit)
Warrant fee - £350
Electricity/Gas Disconnection fee - £500
Locksmith fee - £190
Shutter engineer fee - £250

If we receive no communication from the customer or if the balance is still outstanding without any agreement to be paid, we will start by sending a HR letter to advise if this is not sorted, we will look to take further action.

If there is no update from the customer regarding payment after the HR letter has been sent, an agent will attend the customer’s premises to carry out a pre-disconnection visit, which would hopefully prompt them to sort the issue of non-payment.

Should this issue still remain ongoing, there could also be a possibility of disconnection if the balance is still outstanding without any payment plan agreed. This would however, be a last resort as we do our best to work with the customer before getting to this stage.

Payment plans

If the balance is not able to be cleared in one payment, we are happy to work with the customer to agree a payment plan. This would consist of a down payment, which would be 20% of the total balance for balances over £1,000 and 10% for balances under £1,000. We would then require a weekly payment to be taken via direct debit to clear down the balance in manageable installments, which would be required to be paid on top of any future bills released. We aim for these to be cleared over a maximum of roughly 24 weeks, depending on the full amount of the balance owed.

Get In Touch:

Phone:

Credit control line: 0161 570 0195

Mainline: 0345 222 3030

Onboarding line: 0330 808 4460

Livechat:

Don't forget you can speak to our customer and partner support team 9-5 Monday to Friday via the live chat feature in your Medusa portal. Our team is fully equipped to support you with onboarding, contract, or customer queries.

Email:

Our Team will respond to your query the same day within working hours.

Customer and Partner Support: support@jellyfish.energy

Credit control email: creditcontrol@jellyfish.energy

Complaints email: complaints@jellyfish.energy

Change of tenancy queries: cot@jellyfish.energy