Your questions answered
What happens if I have to self-isolate? - Prepayment
If you are a prepayment customer, we advise topping up more than the usual amount each time to ensure you have built up credit in preparation for possible self-isolation. If you are required to self-isolate or cannot reach a top up point, contact any nearby friends or family who may be able to help. You can find further prepayment information here.
What if I can’t get to the shops to top up?
If you can’t get to the shops to top up, see if friends or family would be willing to help. If you’re currently in self-isolation please ensure you do not come into close contact with those who are topping up for you and make sure to wash your hands before and after handling your key/card. We are writing to all of our prepayment customers with further advice and guidance.
What advice do you have for possible isolation?
If you are required to self-isolate, you could use the following methods to top up:
- Contact nearby friends and/or family who may be able to help by topping up for you.
- If the meter is outside, leave the meter box unlocked if it’s safe to do so, so someone else can top up for you. Please ensure that the meter will not be subject to any adverse weather conditions which may cause a fault.
You can keep up to date with our latest information here.
What are you doing to prepare for COVID-19?
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. Customers paying by prepayment meter are advised to top up more regularly in case of isolation. Keep up to date with the latest information here.
I’m worried about COVID-19 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.
I am struggling to pay / I am in financial difficulty - COVID-19 (Coronavirus)
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. Find more information about payment support here.
I have recently lost my job or had reduced hours due to COVID-19
If you are currently in financial difficulty due to a recent reduction in income or job loss, we would like to work together to ensure this has as little impact as possible on any account debit amounts. The Government have put together information about employment and financial support that is available. This includes Universal Credit, Employment and Support Allowance and more so we recommend checking which support you’re eligible for here.
I need a visit from a metering agent
Due to the evolving situation with COVID-19 (Coronavirus) we are committed to safeguarding our customers, employees and partners. Therefore, we are working with metering agents to ensure prioritisation of essential, emergency work. All non-emergency metering jobs will be postponed so that those in the most vulnerable situations can be helped. Emergency work includes but is not limited to;
- Gas escapes
- Restoring gas or electricity supply to a property
- Emergency pre-payment meter calls in order to restore supply
All emergency jobs will also be risk assessed prior to the job going ahead. We apologise for any inconvenience and will provide updates as and when they develop. Please ensure that you send regular meter readings to us, this is quick and easy to do through our self-serve channels.