To keep our people safe we're still running a limited phone service. Our call centre teams are still very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on email@example.com.
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Unfortunately, due to the outbreak of the coronavirus, we’ve closed our offices until further notice protect the health and well-being of our employees.
As a responsible energy supplier, we have created this page to provide customers with help and advice. We are working closely with the government, health organisations, Ofgem, and consumer advice services to ensure we continue to follow the latest advice.
We have now launched our emergency continuity plan to get as many of our employees working from home as possible. This will assist us to help our most vulnerable customers and those in an emergency situation. You can still contact our customer service team by email, but due to our limited resources, we’ll only be answering emergency inquiries.
We’re strongly encouraging customers to manage their accounts online where you can submit meter readings, make a payment, and view your bills and allow our team to focus on those priority cases.
During this time we’re prioritising vulnerable customers, customers on prepayment meters, or those off supply. If you need urgent help you can also text Support to 80818 if you are off supply.
We’ve partnered with Recite Me to make this page fully accessible to all. Click here and this page can convert to a screen reader for those with visual impairments, you can also customise the content styling for those with a disability and it will translate into over 100 languages, including 35 text to speech voices.
If you have an electrical emergency or you lose power, you’ll need to contact your electricity network operator. Please call 105.
Please call the free 24-hour National Gas Emergency Service number immediately on 0800 111 999.
Unfortunately, we’ve temporarily closed our call centre to help reduce the spread of the Coronavirus. During this time we’re prioritising vulnerable customers on prepayment meters or those customers off supply. If your query isn’t urgent please login or register for an online account or send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818.
Should the Government require the closure of businesses, as part of the national plan to slow the spread of the Covid-19 epidemic, then your local PayPoint outlet may no longer be available for meter top-ups.
As a precaution, we are recommending that, if possible, prepayment customers top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here.
If you have a smart prepayment meter you can top this up here. For other prepayment meters, in the first instance, you should ask a friend or relative if they can collect your meter card or key and top this up for you. If you have no other options please send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818.
If you are struggling to pay your bills, please contact us as soon as possible and we can work with you to find a solution.
Obviously we can’t guarantee this, however, you will be prioritised for reconnection in the event of an incident. For prepayment customers, we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.
Please ensure you have updated the Priority Service Register. You can find more information about this here. This free priority service is available to anyone eligible who lives in England, Scotland, and Wales. For prepayment customers, we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.
The Government is offering extra help and support for extremely vulnerable people. By registering you’ll be able to ask for help getting deliveries of essential supplies like food for example. You can find out more and register here.
We are reliant on 3rd parties to provide services such as meter exchanges, smart meter upgrades, and meter reading services for example. At this point, our suppliers are trying to maintain normal levels of service but this may change and they are committed to keeping you informed.
We’re asking our third parties to take extra precautions and they will establish whether you are self-isolating or more vulnerable to Covid-19 infection. Unless an emergency meter exchange is required, the install might be aborted. Installers will follow Public Health England guidance and may ask you to remain in a separate room whilst the work is being carried out, won’t shake hands, etc.
Please send us an email (click here). For urgent prepayment enquiries or if you are off supply please text Support to 80818. We won’t charge you for this.
If you pay by Direct Debit then nothing will change. We’ll collect your payment as normal. If you pay on receipt of bill you can still make a payment by calling us and using our automated payment line. You can also use your online account to make a payment. Please login or register for an online account. If you have a smart prepayment meter you can top this up here.
The majority of our customers have received their payment already. If you haven’t received payment, we will be in touch but don’t anticipate any issues.
Yes, but you still need to submit your meter readings.
Don’t worry, we’ll work with you to find a solution. You won’t be disconnected during this period. All we ask is that you get in contact with us as soon as possible if you are struggling or think you might struggle to make a payment and we’ll work this out together.
You may be able to get additional funds to cover your electricity and gas costs during this time. You can access Government information and advice here.
We have a dedicated section on our website that provides help and advice on a range of issues such as energy efficiency advice, money advice, and crisis support. These pages also give you advice on what additional benefits you might be able to claim during this time. We’ve partnered with organisations like Turn2us and Money Advice Service to get you the latest information.
Turn2us also have dedicated coronavirus information which you can view here.