Find our most recent updates and information about COVID-19 below.
Information about self-service
Please help our call centre team by self-serving online and through the automated phone line where possible.
This will help us to meet the needs of the most vulnerable customers.
Help and Support page
Our Help and support page is available with FAQs that cover a wide range of topics about your business energy account.
If you get stuck or can’t find the answer you’re looking for on our Help and Support page you can chat to one of our agents via web chat.
If you have a general query or account update, please get in touch via email. Remember to include your account number so we can easily deal with your query.
Automated phone line
If you’d like to make a top up payment for your business, our 24/7 automated payments line is available to call on 01772 395747.
Helpful documents and further information
Struggling to pay
We understand that the emerging COVID-19 (Coronavirus) situation may be a worrying time for our customers, so we want to assure you that we are doing everything possible to support you through this difficult time. It is advisable for all businesses to provide regular meter readings. Where your business has closed, has reduced hours or staffing levels, your consumption should go down. We need to reflect this in your monthly invoices. If you are struggling to pay during this time we have a range of options available. This will include, in the appropriate situations, financial support such as setting up payment plans or pausing debt repayment for a period of time. No credit meters will be disconnected during the outbreak, however please be mindful that any support we provide you now will need to be repaid at a future date.
Updating your circumstances
It is very important during this time to submit your meter reads, especially if there is a change in your business circumstances such as having reduced hours or being closed.
These circumstances are likely to reduce your consumption so we need to reflect this in your monthly invoices. However, please be aware that your daily standing charge will still be applied. The standing charge is a daily cost which relates to delivering and supplying energy to your business, this includes the maintenance of your meter.
Critical vs non critical sites
We’ve been working hard to ensure our customers, employees and partners are protected by following the Government guidelines surrounding COVID-19. As restrictions begin to ease we are looking to restart non-emergency metering jobs, such as meter readings and metering works, whilst ensuring everyone involved is protected. Our partners will carry out a risk assessment before entering your home and always adhere to the Government guidelines including staying socially distanced and wearing Personal Protective Equipment (where applicable) during any visit. Here’s a short video from one of our partners, National Grid, to help demonstrate the type of procedures that are in place.
What are you doing to prepare for COVID-19 (Coronavirus)?
We understand that the emerging COVID-19 (Coronavirus) situation may be stressful for many customers and would like to assure everyone that we are looking at a number of measures to safely provide our services to all affected. We are closely monitoring the advice given by the Government on a daily basis to ensure that our customers are kept up to date with any information that may affect them. You can find our latest updates here.
I’m worried about COVID-19 (Coronavirus) or having to self-isolate
We understand that the emerging COVID-19 (Coronavirus) situation may be stressful for many customers and are working hard on solutions for those who may be affected. We are closely monitoring the advice given by the Government on a daily basis to ensure that we can keep our customers up to date. You can find further information about the situation here.
My business is struggling to pay invoices due to Covid-19
You need to ensure you are sending us regular meter readings, this will ensure you are only paying for the energy which is being used at this time. It is important you contact us if you are going to struggle to pay your invoice or outstanding balance so that we can come to an agreed payment arrangement with you. Your particular Business needs and circumstances will be assessed on a case by case basis so please get in touch with us by email or web chat. For more information and advice click here.
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