Covid-19 industry update

Posted by PFP Energy

Our statement

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. Please help our call centre team by self-serving online and through the automated phone lines where possible. This will allow us to help meet the needs of our more vulnerable customers.
We’ve put information below about how you can self-serve online or by automated phone line. All general payments and meter readings can be carried out via our online portal or 24/7 payment / meter read automated lines. Further to this, we have web chat and e-mail channels available if you require more assistance.


Contacting us in an emergency

Please help our call centre team by self-serving online and through the automated phone lines where possible. In the event of a Gas emergency please call 0800 111 999 or call 105 free phone for electricity power cuts.


Registering for your online My Account

Don’t worry if you haven’t registered for your online account yet as it’s very easy to do. All you will need is your account number, which can be found on a variety of the communications we send to you, and your primary email address. When you have those to hand please click here and remember to check your spam folder if you can’t find the activation link that will be sent.


My Account features

There’s no need to call in for regular tasks like submitting reads and providing payments as they can be carried out online through the My Account portal. There’s loads that you can do hassle-free through the portal, including:

  • Provide meter reads
  • Top up your account
  • Renew your tariff
  • Edit your details
  • View your bills
  • Move home


Provide meter reads by phone 24/7

It’s very easy to provide meter reads through the My Account portal, through web chat or through our Facebook or Twitter channels. If you would still prefer to call to submit your meter readings, please ring 01772 395777 and select option 3. This system is open 24/7 and allows you to submit meter reads which will then be added to your account.


Provide payments by phone 24/7

If you would like to top up your account, cut out any hassle or wait times, call our 24/7 automated payments line on 01772 395774.


Prepayment precautions

We are currently advising prepayment customers to consider topping up their meter(s) by a bit more than usual each time over the coming weeks/months. This will ensure an adequate build-up of credit in case of possible self-isolation. We also advise that they make a list of friends or family who may be able to top up any key or card, if self-isolation prevents them from reaching any shops. If the meter is outside, leave the meter box unlocked if it’s safe to do so, so someone else can top up. Please ensure that the meter will not be subject to any adverse weather conditions which may cause a fault.