Frequently Asked Questions

Do you have a question? See if your question is included in the frequently asked questions. These are divided by subject. Is your question not included? Please contact us. Did you know that most modifications can be done by yourself in Mijn Huismerkenergie, your personal online portal. Click on Mijn Huismerkenergie in the menu above.

Installments

  • Can I change my monthly installment amount?

    You can change the amount of your monthly installments at any time. You can increase the amount as much as you wish, or reduce it by a maximum of 10%. No additional costs are involved. Please contact us if there are special circumstances or changes in your situation which would lead to greater variation in the amount of your monthly installments and we may be able to reach an agreement about this.

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  • When is my first installment payable?

    If you are paying by direct debit and if you are transferring to us between the 2nd and the 31st of the month, the first installment will be collected around the 25th of the month. If you are transferring to us on the 1st of the month, the first installment will be collected around the 1st of the month. After the first month the collection of future installments will always be collected around the 25th of the month.

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  • Why am I paying monthly installments?

    We calculate your monthly installment payments before deliveries commence: this is the mean price for the quantity of energy you will be using over the coming twelve months. This calculation is based on consumption figures you have provided or which we have obtained from your Network Manager. We spread this amount over twelve installments, so that you are not faced with a single large bill for gas and electricity. We refer to this as the monthly installment amount.

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Meter readings

  • What will happen if I fail to send in my meter readings?

    It is very important that we receive your meter readings in good time. If we do not receive the readings in good time we will estimate them. It is possible that you will then overpay.

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  • When should I send in my meter readings?

    We will ask you to send in meter readings in the following circumstances: when you transfer to us, if you change address and before you are sent your annual billing statement and final billing statement. If you have a smart meter you won't receive any of these messages. In that case your meter will be read automatically. We won't ask you to send in your readings if a new meter is installed or if our tariffs change.

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  • How can I send in my meter readings?

    We will notify you when it is time to send us your meter readings. This can be done quickly and easily in several different ways:

    • using a web form by clicking here;  
    • by sending a picture of the meters via WhatsApp: 06 266 266 22
    • by email to info@huismerkenergie.nl
    • by telephone on 088 105 11 22;


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Energy invoices

  • When will I receive the final invoice?

    You will receive your final invoice 6 to 8 weeks after deliveries cease. We will prepare the final billing statement as soon as your new supplier has passed the meter readings to us.

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  • What should I do if I am unable to pay my energy bill?

    It is frustrating if you are unable to pay your energy bill. We will be happy to discuss potential solutions with you. Just contact us on 088-105 11 22 (local call charges apply).

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  • When will I receive my annual invoice?

    We will prepare an annual invoice once you have been a customer of Huismerk Energie for a period of 12 months. Your annual invoice will therefore be prepared not at the end of the calendar year, but rather 12 months after deliveries start. You will then receive the annual invoice within 4 to 6 weeks by post or by email.

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  • Why are there additional payments on my annual invoice?

    At the start of the billing year your monthly instalments are calculated on the basis of the anticipated consumption for the coming year. At the end of the year you will take your meter reading(s) or we will read them remotely (if you have a smart meter). We will use these meter readings to calculate if you have used more or less energy than we had expected. If you have used more than expected you will pay extra. If you have used less than expected you will receive a refund. In the end you will pay for precisely what you have used.

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  • Why do I receive my annual invoice?

    You will receive an annual invoice once a year, setting out the actual costs of the energy you have consumed, offset against your monthly payments by instalment.

    This itemised account is based on your actual consumption over the past year.


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Your contract

  • How can I cancel my contract?

    You are allowed a 14 calendar day cooling of period (legal reflection time), so if you have transferred to Huismerk Energie, but you have now changed your mind you can cancel the contract without charge during that period. You can reach us on 088 - 105 11 00 for this purpose. If you wish to cancel your contract after this period we may impose charges, depending on the agreement you have chosen. The level of these charges is set down in law.

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  • When will I receive my contract?

    You will receive a confirmatory email from us as soon as you transfer to Huismerk Energie. We will then send you a contract within two working days, either by email or by post.

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  • Will I need to cancel my contract with my former supplier?

    No, we will cancel your contract with your former supplier? If you are changing address and have chosen Huismerk Energie as your energy supplier for your new home, then you will need to cancel the contract with your former supplier.

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Change of address

  • I'm going to move, what to do??

    When you're going to move in the Netherlands, Huismerk Energie will move with you. You can easily notify us of your change of address  by clicking here.

    The administrative processing of your change of address will take around 10 working days. So you should let us know about the date of your move at least 10 days in advance! We will then ensure that supplies of energy to your new address are arranged by the time you receive the keys to your new home. If you are moving to a new network area we will cancel your registration with the old grid operator and register you with the new one.

    It is important that your provide the meter readings for both your old and new addresses in good time, as this will allow us to accurately establish your new monthly instalments.


    Moving abroad?
    Contact us as soon as possible! Keep in mind that you will receive a final invoice based on your actual consumption. Therefore we need your meter readings. If you don't have a smart meter you need to pass us the meter readings. Please send us an email to end your contract? info@huismerkenergie.nl

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Changing your details

  • How do I change my bank account number?

    If you wish to use a different bank account number for your direct debits you can easily modify your payment details in My Huismerkenergy under the menu item 'data'.

    You can also call on 088 - 105 11 22.In accordance with the Protection of Personal Information Act we will ask you for your post code, Customer Name and date of birth. We will also check the old account number. We will then send a confirmation email to the address we hold. The instalment payment will be debited from the new bank account number on the next collection date.

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  • How do I change my email address?

    If you wish to change your email address, you can easily modify your contact details in My Huismerkenergy under the menu item 'data'.


    Or call us on 088 – 105 11 22 or by emailing info@huismerkenergie.nl. In accordance with the Protection of Personal Information Act we will ask you for your zip code, customer name and date of birth. If the information matches up we will amend your email address.

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