Frequently asked questions

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Got a question about your home move? Find the answers to common queries below. 

My address details in Tili are incorrect, what should I do?

If you notice that your new address is incorrect on any correspondence from us, or you realise you entered incorrect information when you enrolled, get in touch with us. It’s important to do this straight away to avoid problems with your home services.

I started my home move with Tili, but now I am no longer moving. What should I do?

If you’ve cancelled your move after selecting new suppliers via Tili, you’ll need to get in touch with the new suppliers. It’s important to tell them you are no longer moving straight away, in order to avoid taking on services that you no longer need.

Since signing up with Tili, my move-in date has changed. What should I do?

If you’ve changed your move-in date after selecting new suppliers via Tili, you’ll need to get in touch with the new suppliers. Let them know your new moving in date, or, if you don’t know when you’re moving, you can cancel the service. If you choose to cancel, you can sign up again later vial Tili.

How long does it take to switch to a new energy supplier?

Approximately 21 days. This consists of a 14-day cooling-off period, during which you have the right to cancel the contract. The new supplier will contact you to let you know when the switch will be completed.

During the 21-day switching period, your energy may be provided by the old supplier. There will be a bill to pay to that supplier for the energy you’ve used. 

How do I get in touch with the Tili customer support team?

If you’re a Tili user and need some help with your home move, you can call or email us and we’ll be happy to assist.

Telephone 0203 960 1770

Monday - Friday 9am - 5pm and Saturdays 9am - 1pm.

Email: help@asktili.com