Beginning on May 23, Hertfordshire and London will experience its first stage of gas competition, as British Gas will cease to be the only supplier to the region's homes.

Following the 1995 Gas Act which included provision for competition to be introduced into the domestic gas market, a phased introduction of competition has taken place across the country and will end with London later this month

British Gas has welcomed the competition and has opened a customer helpline for any queries on 0645 668866.

A similar change to the electricity market is scheduled for this year and British Gas haS announced their intentions to sell electricity. This comes in response to customer research which showed that 40 per cent of customers wanted to buy their gas and electricity from a single supplier.

Below are some important questions and answers based on the most commonly raised topics by customers:

*Q. Why is everything changing in the gas market? Do I have to change to a new supplier?

*A. Changes in the gas market are driven by legislation. The 1995 Gas Act included the provision for competition to be introduced into the domestic supply market.

You do not have to change your gas supplier and need take no action if you are satisfied with the current standard of service that British Gas supply.

*Q. If I do change supplier, will I need new pipes run into my house?

*A. Should you decide to change supplier, nothing will change other than you will receive your bills from a different company. The pipes and meter remain exactly as they are.

*Q. I've received leaflets from different gas companies and some people have knocked on my door saying they could save me lots of money if I changed from British Gas. Is that true?

*A. Competition is about choice. As competition develops there will be different companies competing for your business. Each customer should decide what is important to them as individuals, such as different methods of payment, convenience of places where bills can be paid or special services, such as those for older or disabled people. British Gas advise you not to sign anything at the door or to pay a fee for advice on which is the best company. Take your time and read through all the prices, terms and conditions before making any decision. Make sure you compare like with like. For example, if you pay by monthly direct debit or you are a pre-payment customer, it is important to compare your payment method with the relevant payment method of another company to get the true picture.

*Q. So what is British Gas doing about reducing its prices?

*A. British Gas prices are regulated by OFGAS and it is the only gas supplier to be so regulated. But within the price formula that it has to work with, British Gas is committed to delivering a high quality service and to be competitive. In January, British Gas announced substantial price cuts which particularly benefited those that pay regularly and promptly. At present there is a 123 marketing campaign which shows how up to £123 can be saved from a combined gas and electricity bill.

*Q. I've signed a contract to move from British Gas and now I don't want to go. What should I do?

*A. British Gas would be delighted to welcome you back and will send you a joining pack if you call 0645 668866. If you have joined another supplier before your area has officially opened for competition you may be able to remain with British Gas. If you have signed with another supplier and are unsure of which company you are with, call 0121 705 0990.

*Q. I think I was misled by a salesperson knocking at my door. What can I do about it?

*A. If you feel that you have been unfairly treated or misled, there are a number of things you can do. You can complain to the gas regulator Ofgas, the Gas Consumers Council or your local Trading Standards department.

*Q. What period of time do gas contracts last for and how do you terminate them?

*A. Following a change in the law, gas is now supplied to everyone under a contract even though you may not have signed have one. However, if you want to transfer to a new supplier you will be asked to sign a new contract with them. Some contracts are for fixed terms and may involve a cancellation fee if you decide to cancel. Virtually all contacts in the domestic market are 28 day rolling contracts which means they continue until you cancel them. Contracts can usually be cancelled by writing to the company concerned.

*Q. What happens in the case of an emergency like a gas escape?

*A. Emergencies such as a gas escape are dealt with by Transco which looks after all the pipelines. Calls are free on 0800 111999.

*Q. If I change from British Gas will they still service my central heating and fix my other gas appliances if they break down?

*A. British Gas Services will be very happy to continue looking after your central heating system, gas fires and other appliances.

*Q. Who can I complain to if I think I'm getting poor service?

*A. Please discuss your complaint with a British Gas Customer Service Representative or the Customer Relations Department.

*Q. I heard that British Gas will be selling electricity. Is that true and how will it work?

*A. British Gas announced last year that it intends to sell electricity cheaper than its competitors when the market opens. OFFER, the electricity regulator, has yet to announce a final date for a national roll out of competition. British Gas has everything in place for the opening of the market and maintains that it will be able to pass on substantial savings to its customers. For more information contact the Electricity Information Line on 0345 400200.

*Q. Could I buy electricity and not gas from British Gas?

*A. The biggest savings will go to customers who buy both gas and electricity from British Gas, but it will be possible to only buy electricity.

*Q. So when does all this happen?

*A. Competition in both the domestic gas and electricity markets is happening on a phased basis. The gas competition will be completed by May 23 when the final part, including Greater London, will be open. The domestic electricity competition will begin in September of this year in certain areas, but the remainder of the timetable has yet to be confirmed by OFFER.

*Q. There are so many companies saying different things making it quite confusing. How do you decide which is the best deal to go with?

*A. It may seem a bit confusing at first, but there are some very positive opportunities for customers. There is no need to change or to make any decision if you are happy with the way things are. Be sure to check all the information and feel free to ask questions if you choose a new supplier.

Useful Telephone Numbers

OFGAS 0800 88 77 77

Gas Consumers Council 0645 06 07 08

Transco 0800 111 999

AccuRead (for identity of a gas meter reader) 0800 393 499

Association of Energy Suppliers (AES) (for customers with problems over door to door energy sales people) 0171 963 5850

Converted for the new archive on 30 June 2000.Some images and formatting may have been lost in the conversion.