FAQs

Because burning natural gas yields fewer emissions and almost no residue due to its natural properties, the systems are highly efficient and require very little maintenance. Due to their low CO2 emissions, natural gas technologies are the quickest way to contribute to the reduction of greenhouse gases.

Yes. You can apply for a conversion bonus for oil heating systems and receive up to 500 euros as a subsidy for your investment costs. You can find more information about this under Save energy.

Yes, SUDenergie offers bio natural gas in addition to conventional gas.

Refer to our product pages for more information.

As a responsible player in the energy market, SUDenergie has been increasingly committed to actively promoting the energy transition since 2015, when it was known as SUDGAZ. Learn more about our current projects and steps towards more sustainability.

For new buildings, please follow the instructions under Network operation Your network connection, step by step.

To become a customer, please take the following steps:

1. Choose your natural gas product
   Use the tariff calculator or go directly to the tariff of your choice
   
   Use the tariff calculator and find the gas tariff that suits your needs. As a household, you can choose between SUDgaz Classic and our environmentally friendly SUDgaz Green biogas tariff.
    
2. How to receive your contract documents
   By post or email
   
   Depending on your selection during the registration process (moving in/out, changing suppliers or new build/first-time buyer), we will send you all the necessary documents by email or by post. In addition to the General Terms and Conditions, you will also receive the tariff conditions applicable to the offer you selected for confirmation.
    
3. Finalise your supply contract
   Fill out and confirm the documents you received
   
   Fill out the “Contrat de fourniture intégrée - Conditions Particulières” (Integrated Supply Contract – Special Conditions) form and confirm the information with your signature. Read the General Terms and Conditions “Conditions Générales” and confirm them with your signature. Return the completed documents to us at the address given.
    
4. We take care of the rest
   You are now a SUDenergie customer
   
   We take care of everything that comes next. If you are requesting a change of supplier, we will contact your previous supplier and manage your transfer, taking into account the 21-day notice period. We are now your contact person for your natural gas tariff.
   
   Become a customer now

You can see whether natural gas from SUDenergie is available in your area here:

Luxembourg Geoportal 

You can see whether natural gas from SUDenergie is available in your area here:

Geoportal Luxembourg

The pipelines are checked by your network operator as well as by the two subcontractors Gazomat and Sewerin.

Natural gas consists of the following elements:

Methane CH₄ 90.0%

Ethane C₂H₆ 5%

Propane C₃H₈ 1%

Butane C₄H₁₀ 0.2%

Oxygen O₂ 0.0%

Helium He 0.0%

Nitrogen N₂ 2.2%

Carbon dioxide CO₂ 1.4%

Carbon monoxide CO 0.0%

Natural gas consists mainly of methane and other longer hydrocarbons as well as various secondary components.

The pipelines are checked by your network operator as well as by the two subcontractors Gazomat and Sewerin.

Natural gas is one of the most popular energy sources. Natural gas is a complete energy source that is used for heating, electricity and transport.

Natural gas consists mainly of methane and other longer hydrocarbons as well as various secondary components. Natural gas is differentiated and classified according to its composition:

1. Dry gas is natural gas that consists almost exclusively of methane and has only a small proportion of ethane and heavy hydrocarbons.
2. In contrast, wet gas contains more than 15% heavy hydrocarbons. In processing plants, this gas is dried after extraction.
3. Sour gas: Natural gas with a high proportion of hydrogen sulphide (as well as carbon dioxide) is called sour gas. Before sour gas can be used as a fuel, it is freed of this hydrogen sulphide in gas desulphurisation plants immediately after extraction. The resulting sulphur can then be used to produce dyes, insecticides and artificial fertilisers, among other things.
4. Sweet gas: In contrast to sour gas, sweet gas contains very little hydrogen sulphide.

Natural gas is a natural energy source that guarantees you numerous advantages without having to make any other concessions.

Natural gas supports the energy transition
The possibility of adding biogas to conventional natural gas further reduces the already low emissions.

Natural gas is practical
Compared to other energy sources such as fuel oil or wood pellets, you don’t need to keep ordering or store natural gas. No tank or storage space is needed.

Natural gas is convenient
It feels good to live in properly heated rooms. Reliable heating technology, adapted to your needs, ensures comfort in your home.

Natural gas is environmentally friendly
Natural gas and fuel oil are fossil fuels that emit CO_2. when burned. However, the combustion of natural gas emits much less CO₂ and much less particulate matter than the combustion of heating oil. The CO₂ emissions of your heating system can be reduced by 24% by switching to the environmentally friendly energy source of natural gas.

Natural gas is economical
You can count on proven, efficient natural gas technologies that are continually being further developed – all at reasonable investment costs and affordable consumption prices.

Natural gas is clean
Not only is natural gas an efficient and convenient way to heat your home, it also has environmental benefits: natural gas is the fossil fuel with the lowest emissions. Like biogas, natural gas improves the environmental balance – whether for heating or cooking.

The availability of natural gas in Luxembourg is shown on the interactive map in the Geoportal. We can offer you a gas connection in the 14 participating shareholder municipalities. You can find an interactive map of our network operation here Geoportal Luxembourg.

However, you can become a SUDenergie customer in many other regions of the country via the Luxembourg natural gas distribution network. You can see in precisely which towns and villages on our network map.

The calorific value of an energy source indicates the amount of heat that is released during combustion. Natural gas from SUDenergie has a calorific value of 10.2 kWh/m³ at a reference temperature of 15 °C and 983 mbar.

There is a direct correlation between outdoor temperature and energy consumption. The number of degree days is a value that determines how often the outdoor temperature is below the heating threshold temperature, the threshold temperature at which heating is usually switched on. This value is given in kelvin and is high when outdoor temperatures remain cold for a long time. In Luxembourg, the index used to determine the heat loss of a building is set at an ambient temperature of 20 °C for a heating threshold temperature of 15 °C.

The customer portal allows you to view your consumption data on a monthly, daily or hourly basis, provided your smart meter communicates this data.

There is a direct correlation between outdoor temperature and energy consumption. The number of degree days is a value that determines how often the outdoor temperature is below the heating threshold temperature, the threshold temperature at which heating is usually switched on. This value is given in kelvin and is high when outdoor temperatures remain cold for a long time. In Luxembourg, the index used to determine the heat loss of a building is set at an ambient temperature of 20 °C for a heating threshold temperature of 15 °C.

A smart meter is equipped with advanced technologies that enable the energy (electricity, natural gas) or water consumption of each dwelling to be measured at short intervals, the meter readings to be recorded and this data to be transmitted to a central system via the existing electricity grid. The data from our customers’ gas meters is forwarded to SUDenergie.

In addition to your monthly advance bills, you will receive an annual bill in October of each year, which includes your natural gas consumption for the entire year. Your annual bill is sent either by post or (paperless) by email.

As a household, you can choose between the bio natural gas “SUDgaz Green” and the classic natural gas “SUDgaz Classic”.  With bio natural gas, you can choose between 50% or 100% biogas. The rest is conventional natural gas.

A smart meter gives you a far more detailed insight into your consumption so that you can save energy in the long run by changing your habits. Moreover, smart meters make it possible to read the energy consumption remotely, rendering on-site readings unnecessary.

Natural gas is a natural energy source that guarantees you numerous advantages without having to make any other concessions.

Natural gas supports the energy transition
The possibility of adding biogas to conventional natural gas further reduces the already low emissions.

Natural gas is practical
Compared to other energy sources such as fuel oil or wood pellets, you don’t need to keep ordering or store natural gas. No tank or storage space is needed.

Natural gas is convenient
It feels good to live in properly heated rooms. Reliable heating technology, adapted to your needs, ensures comfort in your home.

Natural gas is environmentally friendly
Natural gas and fuel oil are fossil fuels that emit CO_2. when burned. However, the combustion of natural gas emits much less CO₂ and much less particulate matter than the combustion of heating oil. The CO₂ emissions of your heating system can be reduced by 24% by switching to the environmentally friendly energy source of natural gas.

Natural gas is economical
You can count on proven, efficient natural gas technologies that are continually being further developed – all at reasonable investment costs and affordable consumption prices.

Natural gas is clean
Not only is natural gas an efficient and convenient way to heat your home, it also has environmental benefits: natural gas is the fossil fuel with the lowest emissions. Like biogas, natural gas improves the environmental balance – whether for heating or cooking.

SUDenergie offers gas tariffs for both households and companies. Please refer to our product pages for more information.

Switching suppliers is free of charge.

If you want to move and remain a SUDenergie customer, please download and complete the following document: “fiche de résiliation de contrat + reprise d’une nouvelle installation”. In this document, please tell us when you are moving (the exact date you will be moving in), your new address and the name of the new/previous tenant (for your old and new flat). We need the information about the new and previous tenants to avoid mistakes.

For gas meters, the hourly consumption, daily consumption, monthly consumption and annual consumption are displayed in the customer portal.

All the elements of your gas bill are explained under the following link:

Understand your bill

As long as you have your own meter, you can decide whether you want SUDenergie to be your natural gas supplier.

If your meter is defective, please contact us (your network operator): SUDenergie: (+352) 55 66 55 1

You can contact our customer service by phone, fax or email.

Tel.: (+352)  55 66 55 1

Fax: (+352) 55 66 55 263

Email: frontoffice@sudenergie.lu

You can also visit our Customer Centre in Esch-sur-Alzette (150 Rue Jean-Pierre Michels).

The meter number is above the display and begins with the letters ELS or FLO. You can find more information and an illustration on our Meter reading page.

Billing consists of monthly advances and an annual bill. Each advance is 1/12th of the estimated annual consumption. If you choose to pay by direct debit, the bills are replaced by a payment schedule that the bank uses to debit the correct amounts from your bank account.

Your network operator installs it.

Depending on whether you use more or less gas than you paid for, you will have to make additional payments, or you will get money back.

In general, the advance payments always concerns a 12-month period. Changes to the advance payments are possible at the customer’s request.

You will receive your contract documents by post.

If you smell gas or notice a gas leak, contact us immediately.

SUDenergie Emergency Hotline:

(+352) 55 66 55 66

What to do if you smell gas inside the building:

• Open all the windows to create a draught 
• Turn off the main gas tap and leave the building 
• Warn others in the building (do not ring any doorbells) and leave the building
• Call the network operator as soon as you have left the building
• Do not light a match under any circumstances 

• Do not smoke or use a lighter 
• Do not switch on any electrical appliances or lights 
• Do not use any phones in the building

What to do if you smell gas outside the building:

• Close all doors and windows in nearby buildings
• Do not light a match under any circumstances
• Do not smoke or use a lighter
• Do not switch on any electrical appliances or lights
• Do not use any phones in the building
• Warn others in the building (do not ring any doorbells) and leave the building
• Call the network operator as soon as you have left the building

First of all, you need to check that natural gas from SUDenergie is available in your municipality. You can find an interactive map of our network operation here on Geoportal Luxembourg or on our network map.

If you have any questions, please feel free to contact our customer service.

Follow the step-by-step instructions to become a SUDenergie customer or use the tariff calculator to choose your preferred tariff.

If you would like to change your existing SUDenergie natural gas tariff, write an email to frontoffice@sudenergie.lu.

We will inform you of any price changes at least one month in advance and draw your attention to them on our website as well as in the Luxembourg daily press.

Yes, you can view the history of your consumption.

Yes, you can withdraw from the contract within 30 days of signing it.

If you smell gas, call your natural gas network operator’s free on-call service – from outside the building!

Network operator emergency numbers:

• SUDenergie: (+352) 55 66 55 66
• Creos: (+352) 8007 3001
• Ville de Dudelange: (+352) 691 680 680

If your oil tank is no longer of use to you because you have switched to gas, for instance, you have two options:

• Your tank can remain in place. In this case, the remaining oil will be siphoned off, and the tank cleaned. Natural gas tanks must be filled with sand or gravel to avoid collapsing. Other types of tanks can be left empty. However, it is possible to use them as storage space for wood pellets or even as a rainwater collector.
•  Or, as is usually the case, your old tank can be dismantled and disposed of. This option has the great advantage of freeing up space you can use.

If you wish to dispose of your old tank, this can be done by you, or you can call in a professional. The person responsible for the disposal must report it to the Environment Agency. Special arrangements will then be made to remove the tank, as the guidelines are rather complex and difficult to understand for laymen. In any case, the tank must first be cleaned by a specialist company.

The contract period is currently unlimited and ends when you cancel your contract.

Natural gas is not toxic. It is lighter than air. An odourant is added to natural gas, which makes it possible to smell gas concentrations far below the danger threshold.

It depends on whether there is already a gas line in your street and how many metres away it is. But, generally speaking, you can expect to pay between €2,000 and €3,000, including the laying of the gas line, the cost of connecting it to your house, the meter, etc.

The old oil tank must be disposed of by a specialist company. That costs between €500 and €2,000, depending on the size of the tank and the material used (plastic, metal or buried metal tank). It is possible to resell the remaining fuel oil.

The additional costs are only for the gas connection and any conversion work and are payable only once. Your investment will pay off quickly, as the fuel (natural gas), repair and maintenance costs are lower than with an oil-fired boiler.

What’s more, you can benefit from subsidies to change your heating system. You can find more information about this under Save energy.

We will inform you of any price changes at least one month in advance and draw your attention to them on our website as well as in the Luxembourg daily press.

Yes, you can view your current consumption in the customer portal.

The natural gas tariff depends on current and future prices. Generally speaking, you can save between 5% and 10%.

• Open all the windows to create a draught
• Turn off the main gas tap and leave the building
• Warn others in the building (do not ring any doorbells!)
• Call the network operator
• Do not light a match under any circumstances
• Do not smoke or use a lighter
• Do not switch on any electrical appliances or lights
• Do not use any phones in the building

The contract will continue to run for an unlimited period of time.

Yes, the Luxembourg government grants a subsidy of up to €500 for the purchase price if you replace your heating system. You can find more information about this under Save energy.

Yes, you can continue to use your existing heat distribution system.

Yes, you can view your bill at any time in the customer portal. That includes:

1. The amount of the advance bill
2. The annual bill as a PDF

Every SUDenergie customer can access the customer portal. To log into the customer portal, write an email to frontoffice@sudenergie. As soon as your email address is in SUDenergie’s customer directory, your access will be activated. Then you can use your personal login to log into www.sudenergie.lu .

In order to benefit from the advantages of the “mySUDenergie” portal, you must also agree to the direct debit procedure and switch to electronic mail.

In principle, you can switch to SUDenergie as a tenant, provided that you (and not the landlord) subscribe to SUDenergie.

If you wish to change gas supplier as a tenant, you must first determine whether you have your own gas meter and whether your rental contract does not contain a ‘choice of energy supplier’ clause.

Using the “mySUDenergie” customer portal allows you to benefit from the following advantages:

• Overview of your customer account
• History of your consumption to date
• History of your bills and advance payments as well as the schedule
• Management of your personal details
• Verification of your meter reading via smart metering

No, by law (GRD), you are guaranteed an uninterrupted gas supply.

By law, switching takes a maximum of 21 days.

No, switching is free of charge.

Nothing changes for you when you switch to a new natural gas supplier. You also won’t notice the actual changeover. The gas that arrives in your home is still the same. You can also continue to keep your old meter as it belongs to the network operator and not the supplier.

No, we only need the current meter number.

Fill in the “Demande de fourniture de gaz naturel” (Network supply enquiry) form and send it to us by email or by post. In the document, you must fill out your name, date of birth, address, the start date of the subscription (move-in date), the meter number and the name of your current energy supplier (IDPC number LU70000__). We will also need a copy of your identity card.

No, SUDenergie will do it on your behalf.

Switching is very easy. Simply fill in the document “Demande de fourniture de gaz naturel” and send it to us by post/email. SUDenergie will take the necessary steps so that you don’t have to worry about the switch.