SWK: Affordable Natural Gas: Regional garant

Moving

What is the notice period if I am moving out of my apartment?

There is no notice period if you are moving. The point of consumption can only be cancelled once the keys have been handed over to the landlord. The service must be cancelled at the latest two weeks after handing over the keys.

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How do I terminate my contract(s)? Which documents do I need to do this?

You can cancel in person or in writing (by e-mail, post, or fax). You will need to provide the following information:

Personal data
New address for the final invoice
Meter numbers and meter readings for the transfer
Homeowner (landlord)
Identity card if you are cancelling in person at the service center

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How do I register for electricity, gas, or water? Which documents do I need?

You can register in person or in writing (by e-mail, mail, or fax). You will need to provide the following information:

Personal data
Meter numbers and meter readings for the transfer
Bank details if you would like to set up automatic debit payment
Desired monthly installment amount
Homeowner (landlord)
Identity card if you are applying in person at the service center
Rental contract (only if your meter is blocked)

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What should I do if I don’t have the meter readings when I move?

You can give us the meter readings later by phone or in writing (by e-mail, mail, or fax). Alternatively, you can enter the meter readings in the SWK app or on the customer portal.

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What is the notice period if I want to switch providers?

The notice period for switching providers depends on your tariff. Your individual notice period is indicated on your last invoice. You can also ask our customer service about the notice period.

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Can I also be provided with electricity and gas outside of Kaiserslautern?

The SWK Stadtwerke Kaiserslautern Versorgungs-AG operates a natural gas grid of approx. 691 km. The grid area includes the districts of Kaiserslautern, the city of Otterberg, and 19 municipalities in the greater Kaiserslautern area.
Electricity and gas services may also be available outside of our grid area on request.

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I am a homeowner and would like to rent out my property to Americans. What do I need to know about registration/deregistration?

When registering, please keep in mind that most Americans are tax-exempt. We need the VAT form and order form in order to file the tax exemption. The tenant can obtain these forms at the appropriate VAT office.

When your tenant closes the account, we need the meter readings with your signature for the transfer and immediate account settlement.

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Can I transfer my electricity and gas contract to my new apartment?

We are happy to continue supplying you with your preferred tariffs after you’ve moved. To transfer your service, please see the instructions under ”How do I register accounts for electricity, gas, or water?”

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I have purchased or sold a house. What do I need to do?

To transfer the account to the new owner, we need a copy of the sales contract (the first page, indicating the name of the purchaser, seller, and property, and the last page with the signatures of the contracting parties), the meter numbers, and the meter readings for the transfer.

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We live in a shared apartment and one roommate is moving in/out. What do we need to do?

Due to the changes to your rental contract, you will need to open a new account. To do so, please see the question “How do I register accounts for electricity, gas, or water? Which documents do I need?”

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I am a homeowner and would like to rent out my property. What do I need to know about registration/deregistration?

The registration/deregistration can be done by you or your tenant. If you want to register your tenant, we will need the rental contract, the meter numbers, and the meter readings for the transfer.

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Invoicing

When will I receive my annual invoice?

You will receive your annual invoice in January/February of the following year.

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Is there a sample invoice that can help me understand my invoice?

On our website you can find a sample electricity and gas invoice.

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How do I calculate my electricity costs?

Your electricity costs consist of the consumption price and the basic price. The consumption price is given in cents and refers to the kilowatt-hours used. The basic price is given in euros and is paid on a monthly basis. Your individual prices depend on your tariff. You can calculate your electricity costs with our tariff calculator at www.meineswk.de/home.

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How do I calculate my gas costs?

Your gas costs consist of the consumption price and the basic price. The consumption price is given in cents and refers to the kilowatt-hours used. The basic price is given in euros and is paid on a monthly basis. Your individual prices depend on your tariff. You can calculate your gas costs with our tariff calculator at www.meineswk.de/home.

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How is gas converted from m³ into kWh?

Gas is converted from m³ into kWh by multiplying the consumption in m³ by the factor and the billing calorific value.

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Does SWK offer an interim invoice or simulation?

We would be happy to generate a simulation for you. Please provide us with your current meter readings or the meter readings for the chosen simulation period.

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How much energy does a four-person household use on average?

Many consumers want to know how much electricity, natural gas, and water are used on average by the customers of Stadtwerke Kaiserslautern in order to plan their budget or obtain a comparative value for the analysis of their own consumption patterns.

The average consumption of a family of four in a more recently constructed detached single-family home:

Electricity: 4,200 kWh/year
Natural gas: 24,000 m³/year
Water: 180 m³/year

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When will I receive my final invoice after service cancellation?

You will receive the final invoice within four to six weeks after cancellation.

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Can I receive my annual invoice on another date?

The date you receive your annual invoice cannot be changed.

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My credit balance should be deducted from my future installments. Is this done automatically?

Your credit balance is not automatically deducted from future installments. If you would like it to be deducted, please let us know in person, by phone or in writing by e-mail, mail, or fax.

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What is the factor accounted for on my gas invoice?

The factor indicates the ratio of the volume of gas in standard conditions to its volume in operational conditions.

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There are mistakes in my invoice. What do I need to do?

Please contact our customer service by phone, in writing, or in person to have your invoice corrected.

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Can I receive a tally on the exact date of a price change?

Yes. Let us know the meter reading on the day of the price change. The usage amounts on your annual invoice for the separate invoicing periods are calculated based on the meter reading you have provided.

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What is the billing calorific value accounted for on my gas invoice?

The calorific value indicates how much chemically bound energy (referred to as enthalpy of reaction) in the form of heat is contained in a kilogram of a substance and is released when this substance is burned.

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What do the individual pricing elements on the invoice mean?

Most of the pricing elements are beyond our control. In addition to the costs for provision and distribution, most of the price consists of taxes, charges, and grid fees. At the bottom of the third page of your invoice is a list of all items included in your invoice amount and paid on your behalf.

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Online

How can I register on the SWK customer portal?

To register on the SWK customer portal, please go to www.meineswk.de/home and click on “Register now!”

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What benefits will I receive by registering on the SWK customer portal?

The customer portal lets you view your last annual invocie, change your installments and customer details, and obtain an overview of your contract data. In addition, you can enter your meter readings. You can also change your tariff via the customer portal and notify us of a move.

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What are the benefits of the SWK app?

You can enter your meter readings via the SWK app – it’s fast and easy. You can also see your customer details. In addition, there is an event calendar for the city of Kaiserslautern and the district, our press releases, and all kinds of information on recent developments, such as the free Wi-Fi "empera" or the SWKcard.

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My login for the customer portal doesn’t work. What should I do?

Try resetting your password first. If that doesn’t work, please contact our customer service.

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What is SWK e-mobility and how does it work?

You can find all information about the topic on the web page e-mobility.

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I forgot my password for the customer portal. What should I do?

You can change your password at the following link: www.meineswk.de/passwort/vergessen

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How do I change my e-mail address for the customer portal?

Log in to the customer portal. You can change your e-mail address by selecting the options “Personal information” -> “Change user name.”

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Payment

When is my monthly installment debited? Can the due date be changed?

Your monthly installment is always debited retroactively on the first of the month. The due date cannot be changed.

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I would like to change my installment How can I do this?

You can increase your installment in person, by phone, or in writing via our customer service. You can also increase your payment via our customer portal.

If you would like to lower your installment, we recommend that you accept to the amount set by the Stadtwerke or, in individual cases, adjust it with our customer service; otherwise, you may end up owing high back payments.

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My electricity meter is blocked. What should I do?

All outstanding payments must be settled in order to unblock your meter. After payment is received, the electricity meter can be re-opened on the next working day. You must provide us with proof of payment in order to proceed. You can also pay the outstanding amount at our customer service center in cash or with an EC card. After the meter is unblocked, you will need to screw in the fuses yourself.

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My invoice is overdue and I have received a reminder. What do I need to do?

Please transfer the outstanding amount using your individual bank details or pay it in cash or with an EC card at our customer service center.

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The debit from my bank account didn’t go through. What do I need to do?

You will receive a returned debit note with your individual bank details and the outstanding amount you need to transfer.

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What is the easiest way for me to figure out whether my installment has been set correctly?

Call us or come to our customer service center and provide us with your current meter readings. We will use them to simulate an invoice, which we can then use to verify the installment, quickly and easily.

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What information do I need to provide for bank transfers?

For bank transfers, please enter your contract account number in the reference field.

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Personal information

How can I change my bank details?

Our customer service center can help you change your bank details. You can change them in person or in writing, by e-mail, mail, or fax. You can also change your bank details via our customer portal.

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How can I change my name and what do I need to provide in order to do it?

For a name change, we need proof of your name, such as a marriage certificate or your identity card. You can request the change either in person or in writing.

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How can I change my mailing address?

Our customer service center can help you change your mailing address. You can change it in person or in writing, by e-mail, mail, or fax. You can also change your mailing address via our customer portal.

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Meters and reading

Do I have to provide SWK with my meter readings and if so, when?

We need your meter readings for the annual invoice on December 31. Our meter readers start taking readings in November. If you aren’t at home or your meters can’t be read, you will receive notification requesting you to provide us with your meter readings.

We also need your meter readings every time you move.

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What is the correct way to read my meter?

Your meter is read from left to right.

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Can I have my electricity, gas, or water meters tested?

You can have your meters tested for a fee.

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Is it worth for me to get a water meter for my yard?

Every customer of SWK Stadtwerke Kaiserslautern Versorgungs-AG with a water meter receives a credit of 10 percent on their entire freshwater consumption to cover wastewater fees, according to the Kaiserslautern municipal drainage bylaw.

This means the customer pays wastewater fees for 90 percent of their freshwater consumption. A yard water meter allows you to reduce this percentage even further. This is because all water used in the yard is exempt from these fees.

As such, a yard water meter is always cost-effective if the percentage of the water used in the yard exceeds 10 percent of your freshwater consumption and the installation and acquisition costs are also covered by the gains.

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My submitted meter readings are wrong. What should I do?

Please send us a photo of your meter readings so that they can be corrected or provide us with the correct meter readings.

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What do I need in order to open an account for a yard water meter?

To open an account for a yard water meter, please use our form.

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How reliable are the meters for electricity, natural gas, and water?

As a general rule, all meters are well-calibrated, precision instruments that record specific consumption levels with high accuracy for years and even decades. Whether and how often the meters of the SWK Stadtwerke Kaiserslautern Versorgungs-AGcustomers need to be replaced depends on the type of consumption and the mechanical stress to which the meters are subjected. For this reason, water meters are replaced every six years. Natural gas and electricity meters are subjected to significantly less mechanical stress and are therefore replaced after eight years (natural gas) and 16 years (electricity).

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My consumption is going to change. What do I need to do?

We would be happy to adapt your installment to your new consumption level.

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Tariffs and products

What tariffs and products are offered by SWK?

As a local energy supplier, we offer a wide range of tariffs for electricity and natural gas supply. The easiest way for you to find out which ones are best for you is to speak to our customer service at (+49-631) 8001-1200.

We would also be happy to advise you in person at our customer service center. Or, simply book your personal consultation directly using our Online Appointment Service.

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How can I find out about the latest products and price changes?

We always keep you informed about price changes and the latest products. Information about our products is also available on our website.

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Which electricity tariff is the best for me?

As a local electricity supplier, we want to offer you tariffs that perfectly fits to your needs. Our electricity calculator allows you to find the right tariffs for you from our range by calculating your annual electricity consumption and electricity price. You then get a comparison of the offers that match your requirements. If you have any further questions, our customer service will be happy to help you. You can reach them at: (+49-631) 8001-1200

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How do I sign up for my chosen product?

If you can calculate the costs for your chosen tariff in the price calculator, you can sign up for it using the SWK customer portal.

Otherwise, use the PDF order form on the respective product page:

Download application
Open(Adobe® Reader)
Fill out the application (the PDF can be edited)
Print and sign it
Send it to one of the following addresses:

SWK Kundenservice-Center
Bismarckstraße 14
67655 Kaiserslautern

Opening hours:
Mon. – Fri.: 8 am to 5 pm

SWK CityServiceCenter
Fackelstraße 36
67655 Kaiserslautern
(in the Kreissparkasse building)

Opening hours:
Mon., Tue., Wed., Fri.: 8:30 am to 4 pm
Thu.: 8:30 am to 6 pm

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What do I need in order to obtain an SWKcard? When and how will I receive the SWKcard?

The SWKcard is available to all SWK electricity or natural gas customers and to all abita electricity customers who have granted a direct debit mandate.
In the case of corporations, practices, associations, and other organizations or societies, only the legally respon-sible person receives the SWKcard, and only this person may use the SWKcard.
The SWKcard is sent automatically to customers who conclude an electricity or natural gas contract with direct debit mandate during the year immediately upon contract confirmation.

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Can my home be connected to a district heating system?

If your address can be connected to district heating then the installation process is relatively easy. To connect your home to the district heating, external excavation work is required in which two connection pipes are laid in the building.

The transfer station consists of regulator valves with a heat exchanger to separate the system, a weather-compensated heating control, and heat meter. The station replaces the traditional boiler. The district heating that arrives via the pipe is transferred to the heating circuit via the heat exchanger in the home station. The meter records the precise quantity of heat that flow into your system as part of the process.

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Which natural gas tariff is the best for me?

As a local natural gas supplier, we want to offer you gas tariffs that perfectly fit to your needs. Our tariff calculator allows you to find the right tariffs for you from our range by calculating your annual gas consumption. You can then compare the recommended tariffs. If you have any further questions, our customer service will be happy to help you. You can reach them at: (+49-631) 8001-1200

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Miscellaneous

Where can I get the SWK forms I need?

All the forms are available at our form center.

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What should I do in the event of a power outage?

If a power outage occurs, please check your fuses first. A defective appliance may have caused a short circuit in your home. If this is not the case, please check whether the outage has also occurred in your neighborhood or only in your home.

You can then call the Stadtwerke Kaiserslautern incident hotline. We are there 24/7 to take your call at (+49-631) 8001-4444.

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Natural gas

Is H-gas or L-gas used in Kaiserslautern?

Two types of natural gas are generally distributed by utility companies in Germany: H-gas and L-gas, which differ in calorific value. H-gas has a higher calorific value. Only H-gas is used in Kaiserslautern. The difference between the two types of gas is insignificant for the average consumer. However, all plants and facilities operating with natural gas must be configured for the appropriate type of gas.

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What is natural gas?

Natural gas is composed of 85 to 98 percent methane and higher hydrocarbon compounds such as ethane, propane, and butane. It has the lowest carbon content and the highest hydrogen content of all fossil energy carriers.

It contains virtually no polluting components such as sulfur. Its combustion therefore produces very low emissions.

Natural gas was formed several hundred million years ago from small dead organisms, plankton and algae that were deposited on what was back then the ocean floor and later covered by layers of rock and earth. In the absence of air and under immense pressure from the shifting rock layers, the organic substances began to transform into gaseous hydrocarbons through a lengthy chemical process. Natural gas therefore contains the energy of the sun as it shone onto the earth a long time ago, stored by plants in the form of carbons and hydrocarbons.

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What should I do if I smell gas?

If you notice a pungent gas smell, please inform the Stadtwerke Kaiserslautern emergency services immediately at (+49-631) 8001-2222. You should do so after leaving the building or property in question.

In addition, please observe the following rules:

No open flames
No smoking
Do not use lighters or matches
If the gas smell is coming from outside into your apartment or house, close the windows and doors immediately
Otherwise open the windows and doors
Do not use electric switches, plugs, doorbells, or telephones
Shut off all gas valves
Alert your neighbors by knocking on the door and shouting (do not ring the doorbell)
Wait by the door for the utilities technician – they are not going to ring the doorbell either!

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Drinking water

Can I drink the water straight out of the tap?

For human consumption, it is generally best to run the tap until the water cools down. This also ensures that it is fresh.

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How hard/soft is the drinking water in Kaiserslautern?

Our drinking water is very soft (classified as the first degree of hardness in Germany). The benefits: You need less detergent and cleaning products. You save money and protect the environment. The wastewater is less polluted.

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Where can I receive information about the quality of our drinking water?

Information about the quality of our drinking water is available here.

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What should I do if the water is cloudy or brownish?

This can be caused by a number of different factors. If this happens, please call our incident hotline: (+49 631) 8001-4444.

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How is water hardness defined?

The term water hardness describes the lime content, or more precisely, the level of dissolved compounds of calcium and magnesium in the water. If the water contains a lot of calcium and magnesium, it is referred to as hard water, whereas soft water contains very little.

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Solar Power

What happens if too little electricity is generated?

If you use more electricity than the photovoltaic system can supply, the rest will be provided by your SWK.

That’s for sure: SWK Electricity for Rental Units guarantees you’ll have a reliable supply of electricity.

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What will change in terms of calculating utility costs?

For you as the landlord, absolutely nothing. We measure the exact consumption of every individual tenant and invoice them directly.

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Does every tenant have to join this tariff?

Each tenant is free to choose whether they want to take up the offer and conclude the corresponding contract with SWK. But why should your tenants turn down the opportunity to receive sustainably generated electricity?

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Consumption per year	Regional effective 01/01/2021
Up to 150,000 kWh
Monthly base price	10.00 € net price
Consumption price	4.61 ct/kWh net price
Over 150,001 kWh
Monthly base price	0.00 € net price
Consumption price	4.69 ct/kWh net price

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Moving

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