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 www.powercut105.com.
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
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