Continuing to serve you through Coronavirus
During the Coronavirus pandemic we’re focussed on maintaining an ongoing level of service and support for you (our customers). With staff working from home, we may take longer to respond than usual. But we do have plans in place to try and reduce the impact. We’ve outlined the key details of our plan below.
How we’ll continue to serve you
-Our customer service team is now home based. The best way to contact us is to email your account manager, you will find their email address on your most recent bill. Alternatively call our switchboard on 01473 851949. We are currently experiencing higher than usual call volumes and emails, and this may lead to slight delays in answering your call or responding to your email, but we’ll try our very best to get in touch as soon as we can.
Metering work and smart meter installations
- In areas where there is a local lockdown, we'll delay smart and metering appointments until lockdown restrictions are lifted. We'll contact you to book or rearrange appointments for an appropriate date in the future, in line with government advice.
- We are now starting to book appointments again for certain metering work, respecting social distancing and government guidelines. If you need an appointment or you had one previously and it was cancelled, call 01473 855346 (Monday to Friday 8am – 5.30pm) or email email@example.com.
- We can also book appointments for smart meter installations again, helping more of our customers get automated meter reads. This means bills are based on actual usage (unless there is an issue with the signal), even if no-one is at the premises to take reads. We hope this can take one worry off your plate in uncertain times. To request one, please call 01473 372430 (Monday to Friday 8am – 5.30pm) or email firstname.lastname@example.org.
- For all metering work (smart or otherwise), we’ll ask you a few questions to ensure it’s safe for engineers to visit your site and get back to you with a date as soon as we can. Please bear with us as there may be some delays due to the pandemic.
- You can read more about how we're protecting you, our colleagues and our partners in our risk assessments.
What does Coronavirus mean for security of our electricity supply?
- As part of Drax, our generation assets are part of the Critical National Infrastructure and we’re an Operator of Essential Services. We feel confident that we can maintain the security of our electricity supply.
- If you have an issue with your electricity supply due to a loss of power, please contact your local Distribution Network Operator by calling 105.
We recognise some businesses may struggle during this period of uncertainty, so if you’re having difficulty paying your bill, talk to us about what help is available from the Government. They’re providing support, including loans and grants. Visit the Government website or Business Debtline to find out more.
We’ll continue to follow government advice, and keep you updated on any changes that take place as the situation develops.
If you are having trouble paying your bill or have any questions, please do not hesitate to contact us.