Covid-19 Customer FAQs
1st May 2020
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 answered some frequently asked questions below.
Our customer service team is now home based. The best way to get in touch is via email: email@example.com. This may lead to slight delays in getting back to you, but we’ll try our best to get in touch as soon as we can.
Is there an impact on bill payments?
Customers who don’t pay via Direct Debit need to allow more time for processing the payment. This is due to a slower service than usual.
I can’t pay my energy bill. Can I have a payment holiday or defer payments?
We understand this is a worrying time for our customers, and want to do what we can to support you. We would encourage all of our customers experiencing financial hardship to talk to us about the options available to them at this time.Please email your account manager or firstname.lastname@example.org. With your account details and request. You can also visit the Government website or Business Debtline to explore the help available for small and medium businesses.
Please continue to provide meter reads if it’s safe for you to do so in line with government guidance.This will allow us to bill you for your actual energy usage rather than an estimate. You can send your meter reading to email@example.com, or via the contact form on our website.
Metering and smart meter questions
What should I do about meter readings?
Your business may be using less energy than usual. Regular meter reads will mean bills are as accurate as possible and you don’t pay more than you need to.
If you don’t have a Smart, AMR or Half Hourly (HH) meter, please provide us with regular meter readings by emailing firstname.lastname@example.org or using our contact form. Please only do so if it’s safe for you to in line with Government instructions. If you are unable to provide meter reads, please speak to your account manager.
If you do have one of these meters, good news, you don’t need to send us meter reads. Smart, AMR and HH meters send us readings automatically.
Are you still offering metering services and site visits?
In line with government instructions, we’re enforcing social distancing to minimise the spread of COVID-19. As such, we’re postponing all non-essential metering services and site visits for our customers.
What if there’s an emergency or the business is an essential service?
The safety and wellbeing of our teams, our customers and everyone connected to our company remains our priority. During this difficult time, we’re ensuring that we support vulnerable domestic end-users and essential businesses as much as possible. The following are examples of scenarios where we believe metering services are essential:
- Health & safety issues due to metering.
- Meter issues that are affecting the continuation of supply for vulnerable customers or essential businesses i.e. supermarkets and hospitals.
- Meter installations for safety, vulnerability or critical infrastructure reasons.
This link details businesses that are considered “essential services” under government guidelines:
If your business is an essential service (as per Government guidelines) or there’s an emergency (as per the list of essential services above), please let us know via email@example.com firstname.lastname@example.org
How is COVID-19 affecting the smart rollout?
As a result of Covid-19, we’re pausing all smart installations until mid-June, at which time we will review the situation. We’ve also cancelled all appointments for meter exchanges during this period and until further notice, we’re not scheduling any new appointments. We’ve contacted all affected customers by phone, letter or e-mail.
If you’d like to register your interest in a smart meter, you can still do this by filling this form out.
What does Coronavirus mean for security of my electricity supply?
The Electricity Systems Operation (ESO) in the UK has issued a statement that they have well developed procedures in place to manage the affect of a pandemic (such as Covid-19). At this time, we are confident in our ability to provide electricity to our customers. We are well prepared and well supported by the Government, Ofgem and our stakeholders.
What do I do if my business has a power outage?
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.