Your questions answered
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.
I need a site visit from a metering agent
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. For a short video from one of our partners, National Grid, demonstrating the type of procedures that are in place please click here.