What is an Erroneous Transfer?

An erroneous transfer (ET) occurs when an energy supplier unintentionally takes over the gas or electricity supply for a property—typically as a result of a supply switch being actioned without authorisation from the account holder. While most ETs are unintentional and suppliers aim to resolve them promptly with minimal disruption, there are several scenarios where an ET may impact you, your landlords, or tenants:

1. If property meter details in the national energy database are incorrect, this can lead to a mismatch. Supplying Helpthemove with accurate meter serial numbers during your move-out notification helps prevent this issue.

2. If a change of tenancy (move out) is logged on the Helpthemove portal but the move does not actually occur—and we are not advised in time—a mistaken energy switch may take place. It is essential to inform us promptly of any date changes or tenancy renewals.

3. Late notification of a move out can result in a supplier switch being processed after a new tenant arrives. Whenever possible, please register all move outs at least two weeks in advance to secure the full benefit of 30 days’ free standing charge and up to £15 credit per meter during the void period.

If you suspect an erroneous transfer has occurred, please contact the Helpthemove Customer Service Team on 0161 399 0247 or email support@helpthemove.co.uk.

To help prevent ETs:

- Double-check all information entered into the portal, particularly move-out dates, which may change if an outgoing tenant extends their tenancy.

- Notify us immediately of any changes in tenancy dates or renewals.

- Respond promptly to any requests from us for meter details; timely confirmation of meter serial numbers helps us ensure accuracy.

- Keep landlords and tenants informed about Helpthemove’s processes and benefits.