Coronavirus COVID-19

What happens if I can’t pay my bill?

It's fair to say that we are living in unprecedented times, and you may be facing issues with paying your energy bill. Firstly, we want to reassure you that we will not disconnect you during this period for non-payment of energy bills. Secondly, our team of customer service agents have a range of options at their disposal to help find a manageable way to pay for your energy, so please do give us a call to discuss your situation.

Please rest assured that we will always consider individual circumstances. Some of the ways that we might be able to help include:

  • Part payment - Where possible, you can make a part payment towards an outstanding balance and set up a payment plan for the rest (plus your future usage), meaning you don't have to pay a lump sum all at once.
  • Payment Plan - We may be able to set up a payment plan to cover the full outstanding balance (plus your future usage) so you can spread your payments out over a number of months. Plus, you don’t have to pay a lump sum.
  • Priority Service Register (PSR) - Depending on your situation you may qualify to be on this register, enabling us to access different levels of support for you and your household. For more information please click here

These examples are just a handful of ways that we can support you and would strongly recommend that if you are having any concerns and additional stress regarding the payment of your energy bills, please do get in contact with us as soon as you can.

What happens if I have an emergency?

For emergency gas issues please call 0800 111999*. This is a 24 hour emergency hotline. 

In the event of a power cut please call 105 to report this. This is a free service available in England, Scotland and Wales. For more information please visit

We take your safety very seriously so please do not hesitate to use the above contact details if you are experiencing an emergency.

*Calls to 0800 and 0808 numbers should be free from all mobiles and generally free from all landlines. Calls may be monitored and/or recorded for security, quality or training purposes.

Will my meter services still be carried out?

To protect you and our employees, all non-essential site visits will be cancelled. Visits will be rearranged once the UK Government have advised that it is safe to do so.

In the meantime, we will only be conducting emergency site visits.

I have a visit scheduled to take place, should I cancel it?

All non-essential site visits will be cancelled. You do not need to do anything, if you have a visit already scheduled, one of our team will be in contact to cancel. We apologise for any inconvenience this may cause, but your safety and the safety of our employees is of paramount importance to us.

I have an emergency visit planned but I am self-isolating or categorised as vulnerable, will the visit still have to go ahead?

It’s vital that you keep in contact with us if you have an emergency visit due. For example you may have been advised to self-quarantine for a number of different reasons, or have received a letter from the NHS advising you to stay at home. There are potentially many ways in which we can deal with emergencies that don’t require human contact or contravene the UK Government advice. Please keep us up to date with your situation and we can plan an appropriate response that does not jeopardise your health or that of our employees.

I have an emergency visit due, what precautions are you taking to ensure your field operatives don’t have Coronavirus?

We have strict policies in place to ensure that our field operatives do not have any known symptoms of Coronavirus and are constantly reviewing our policies and procedures in line with the latest UK Government advice. Measures our teams will be taking include the following:

  • On arrival, our operative will ask you to open doors and move to another room (if possible)
  • We will be sanitising hands prior to entry and on exit
  • Wearing eye protection
  • Keeping to a 2m distance

Why can’t I get through to the service centre?

It is likely that over the coming weeks and months we will have a higher incidence of employee absences due to Coronavirus. We may therefore have to operate our service centre with a reduced number of colleagues, so our opening times are subject to change. This may have a knock on effect on call waiting times, so we ask you to be patient in these unusual circumstances. Please rest assured that we will be doing our utmost to ensure that your service is not affected. If you have a gas or electricity emergency please refer to our emergency contact details.

What is the best way to contact you to get a response?

There are plenty of ways to contact us so that we can help you with your query as quickly as possible.

Current Customers

  • Download our app or use the “contact us” page on our website to send through your question or query
  • Register your online account via our app or website. From here you can manage your account, pay bills, view your usage and provide meter readings.
  • You can contact us via email
  • Or ping us a direct message via social media: Facebook or Twitter

New Customers

  • Use the “contact us” page on our website to send through your question or query
  • You can contact us via
  • Use our live chat available on the contact us page of our website (open during call centre opening hours) 
  • Or ping us a direct message via social media: Facebook or Twitter

Please note that we are trying to ensure that our lines are kept free for any vulnerable customers, so if you have a routine update for us, like a meter reading, or a non-urgent question, we would encourage you to use the above forms of contact before picking up the phone. However, with that said, if these aren't right for you for whatever reason, please do give us a call.

*Calls to 0800 and 0808 numbers should be free from all mobiles and generally free from all landlines. Calls may be monitored and/or recorded for security, quality or training purposes.

Will my energy or gas supply be affected?

The good news is that Coronavirus does not pose any additional risks to your energy supply. We are operating services as usual and will continue to follow the latest advice from the UK government and the energy regulator Ofgem.

I’m at home and will be using more energy – have you got any energy saving tips?

There’s no special secret to saving energy – it’s all the sensible things you already know. Try and use less, only use what you need and remember to turn things off. These are the basic principles and even though it seems like they won’t make a difference, they can really add up! Here’s a few good ones:

  • Take the time to set your heating and hot water to come on and off when you need them
  • Heat only the areas of your home that need heating
  • Have a quicker shower
  • Only fill the kettle up with the amount of water that you need
  • Try and use your washing machine less
  • Check for draughts and areas where you can insulate better – keeping that heat in

Not found the answer you were looking for?

With these unusual times, we will be reviewing and updating our information to you as frequently as is required. So if you haven’t found the answer that you were looking for on this occasion, please do not hesitate to contact us via any of the methods listed above.

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