Our call centre staff will need to focus on helping vulnerable customers / businesses and dealing with emergencies. So please take a look at the FAQs below before getting in touch. If you can't find your answer below or on our help and support page, please complete our online form and we'll get back to you.
Give us an up to date meter reading, if it’s safe to do so and we’ll only bill you for the energy you’ve used.
If we don't have an up to date meter reading and you don't have a smart meter, your bills will be estimated and you may be paying more than you need.
If you have a smart meter check that your consumption shows your usage. If you have an estimated reading on your bill you may be paying more than you need. The best way to avoid this is to give us a meter reading online until we are able to fix your smart meter.
If you need more time to pay, or your circumstances have changed, we may be able to support you. Please visit help to pay, or get in touch using the information above – we're here to help.
If your business is temporarily closed, then turn off lights and any non-essential equipment if your premise isn’t occupied.
If your business is open, but you’re working with reduced staff, then think about the way you’re using your business premises. Close off any areas not in use, keep heaters, radiators and air vents clear and avoid draughts by closing doors where you can.
See our energy saving advice for more tips.
To help you during this time it’s important that you provide us with up to date meter reads. That way we can make sure that any bills you receive reflect your change in circumstances.
Please login or register for an online account. You’ll receive a meter read prompt and your bill will reflect your correct consumption, so you can avoid an estimated bill. Visit our Help & support section for more information.
When you book an engineer appointment, we'll ask you if:
If you answer 'yes' to any of these questions, we'll work with you to assess your need for an engineer visit before deciding what to do next. We'll prioritise emergencies and we may need to postpone non-urgent visits, like annual services, to a later date – don't worry, this won't affect your policy or the price you pay).
Our engineers will also call you on the day of your appointment and ask the same set of questions, just in case anything has changed since you booked.
When an engineer does visit a customer's business, they'll take additional precautions – including hand-washing – before, during and after the appointment. They'll protect you and your colleagues by keeping a safe distance at all times – and we ask that you and your colleagues do the same.
We're offering full pay to all employees who are self-isolating or looking after children or other family members during this difficult time. We're also contacting customers before our engineers visit to make sure they haven't been diagnosed with Covid-19, advised to self-isolate or have recently returned from a high-risk area.
We're working really hard to help vulnerable customers and prioritise emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions.
Call us on * and we'll find a way to help.
We know things are particularly tough for vulnerable customers who need to self-isolate. So we've put processes in place to make sure we can continue to serve and prioritise their needs. And we're also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we'll get through this together.
We'll only reschedule appointments if it's unavoidable – and we'll always let you know in advance. So if you don't hear from us, you can assume your appointment will go ahead as planned. We'll do our very best to offer the same level of support to you as usual. But there are challenging days ahead. We might be short-staffed at times if some engineers or customer service advisers need to self-isolate. If that happens, we'll prioritise emergency cases and our most vulnerable customers over routine appointments.
Our online security page provides information and guidance about how to identify scam and phishing emails.
* We may record calls to help improve our service to you. Calls to 0800 numbers are free from mobiles and landlines. Calls to 0330 / 0333 numbers will cost you no more than 01 or 02 numbers from landlines and mobiles and may be included with your call package if you get 'inclusive minutes'. Text messages are charged at your standard message rate and may be included in your call package.