When a customer has gas and electricity, sometimes one supply is transferred before the other, or not at all. There can be a number of reasons for this.
As supplies are transferred separately, often one supply will be sent over before the other. This is a normal part of switching.
Sometimes, a supplier will object to (refuse) the transfer of one supply, but not the other. The energy company will let you know if this happens by e-mail, and you should get in touch with us if this happens.
Sometimes a supplier will make a mistake in transferring a supply. If this happens, we'll support you and help you resolve the problem.