Frequently Asked Questions
Christmas Opening Hours
During the festive period, we will have reduced hours as we celebrate the festivities with our families, however, we will be available over the Christmas period on the following dates:
- 22nd December - Closed
- 24th December (Christmas Eve) - Closed
- 25th December (Christmas Day) - Closed
- 26th December (Boxing Day) - Closed
- 27th December - Open 9am-5pm
- 28th December - Open 9am-5pm
- 29th December - Closed
- 31st December - Closed
- 1st January - Closed
- 2nd January - Open 9am-5pm business as usual
From us all at Fused, we wish you a very Merry Christmas and a Happy New Year!
Will my bill be the same cost all year round?
Yes, your bill will be the same each month for a year, unless of course, you add more or edit services.
If you miss a payment, this will be divided across the remainder of your payments so it will appear as the price has increased monthly, however, in total the amount paid will remain the same.
Why do I have to submit meter readings when I have uncapped energy?
We need these readings to pay the bills, they let us know how much we will need to pay. Energy providers require meter readings so that they know how much energy you have used and how much to charge us. We request you provide monthly meter readings so we get accurate bills from the Energy providers.
We will always send all tenants a reminder of when we need your properties meter readings.
If you do not submit any readings within 4 months, we will send a contractor to collect your readings at your expense as per our terms and conditions.
Can I Refer a Friend?
Yes, of course. Our Refer a Friend scheme is an easy straightforward process for you to refer your friends and get rewarded when they sign up.
We are giving a £20 Domino’s voucher to customers who refer their friends when their friend signs up to Fused. Your friend will also receive a £20 Domino’s voucher when they sign up.
Simply, enter your friend's details into the Refer a Friend page on your dashboard and we will do the rest. Log in now!
How do I add a service?
You can add a service at any time by getting in touch with our team via phone, email, or live chat.
How do I cancel my contract with Fused?
If your contract with Fused is agreed for the length of your tenancy and you’d like to cancel, just get in touch with the team to discuss this. There may be exit fees or early cancellation charges from our providers.
If you are on a month by month rolling contract we will require a minimum of 30 days notice of cancellation from you, some cancellation charges from our suppliers may still apply, depending on your chosen services.
What should I do on my move in date?
All you need to do is send us the opening meter readings for both gas and electricity when you move in, we will sort the rest.
Everything will be in place for when you move into the property if you set your package up 2 weeks prior to moving in, or less, we will be in the process of transferring the utilities to Fused.
I have received a bill to my property, what do I do?
This will most likely be a final bill from a previous supplier or previous tenant. If you do receive anything like these please do send any correspondence to us as soon as possible. We will then contact the supplier and ask them to stop sending mail to your property, this request can take 21 days. After 21 days of being in touch with us you are still receiving bills please get in touch with us.
The easiest way to resolve this is to take a photo of the bill and upload it to your dashboard alternatively you can email it to us at email@example.com, and we’ll sort it out.
Why do I have to pay from my tenancy start date when I don't move in until later?
The tenancy start date is the date you and other housemates become responsible for the property and for the utilities at this property, even if you aren’t moving in straight away.
What is Fused Blend?
Fused Blend is a student deal we offered in the Summer of 2018, keep your eyes peeled for our Summer 2019 student deal.
How do I stop a service?
If you want to stop a service just get in touch with our team via phone, email, live chat.
What happens if one of my housemates leaves?
There are three outcomes to this:
1. If your housemate is leaving before the end of your tenancy agreement, you are all liable to pay the costs agreed until the end of your agreement.
2. If your housemate is leaving after the end of their tenancy agreement, then they need to send us a copy of this in an email to firstname.lastname@example.org. We’ll remove them from your account, and alter the rest of your housemates’ monthly bill to cover the agreed shared cost.
In both of these cases, you’ll need to decide whether your old housemate is willing to keep paying their bill until the end of your contract, or if everyone staying in the house is happy to have their monthly bill increased to cover the cost.
3. If you’ve found someone else to replace your housemate that is leaving, ask them to send their details over to us so we can add them to your payment plan straight away. This way, your monthly payment won’t be at risk of being increased.