The Covid-19 pandemic is unprecedented in modern times and we know that many of you are very concerned about its impact on you and the people you love. The last thing you want to do is worry about your energy supply. We hope this message will reassure you that the most important things about your supply will stay the same and we’re here to help if your personal circumstances suddenly change due to the virus...

 

Your energy supply won’t be interrupted

Perhaps the most important thing to know is that we don’t anticipate your energy supply being interrupted. While you might use more energy than usual if you’re self-isolating at home, energy will still be supplied to your home as normal.

 

If changes to your circumstances mean you might struggle to pay your bill, let us know

We understand some people may see their income significantly reduce due to the impact of Covid-19. If that happens to you and you think you might not be able to afford your energy bill, don’t worry, please email [email protected] to tell us about your situation as soon as possible. Please don't cancel your Direct Debit. It's important we continue to review your payments with you rather than stopping it entirely. We know how stressful this will be and we will work with you to help you through this difficult time. Please be assured we would never take action to disconnect anyone’s supply. You could also contact the debt advice charity, StepChange, for free advice on how to get through tough financial times in respect to all of your bills. 

 

Prepayment meter customers, top up as much as you can afford and ask friends to help you

If you are a prepayment customer, our advice is that you top up your card or key to the maximum that you can afford. The maximum credit that will display on your meter is £255. However, if you top up more than that, when the credit appears to be running out, remove your key or card from the meter, re-insert it and further credit will appear. If you’re self-isolating and notice you’re running low on credit, ask a friend or family member who is not self-isolating to top up on your behalf. You will likely find community groups are offering help too. Look for them online, for example on local Facebook pages. If none of these options are possible, please email us at [email protected].

 

Please find answers to your questions online to help our team

It’s possible some of our employees may become ill or need to self-isolate during this time and that will mean we have fewer agents in our contact centre to answer your calls.

 

If you’ve a general question about our service, please look at our normal help pages before calling us. If you can’t find the answer there, please email us at [email protected], as that will help us use our team members more effectively to answer your question.

 

How we’re helping vulnerable customers

Priority Service Register (PSR) membership is available to all customers who consider themselves to be living in a vulnerable situation. When you’re a PSR member, you can contact us to nominate someone to help you manage your energy supply. This could be a trusted neighbour, friend or family member. They can talk with us about your energy supply on your behalf.

 

If you've received a letter from the NHS asking you to self isolate due to Covid-19 please let us know and if you wish we will add you to the PSR.

 

PSR includes several other optional services, advanced notice of expected power outages, priority support in emergencies, and password protection and identification schemes. If you are a vulnerable customer, you can sign up for PSR membership by emailing us at [email protected] or call us on 0330 202 0298.

 

Help if something goes wrong with your energy supply

If you're experiencing a problem with your meter please contact us. Our phone lines are open Monday - Friday, 9am - 5pm.

 

Outside of our opening hours, you can call our third-party meter operator, Providor on 0333 016 5296 and select Option 2. Their phone lines are open Monday to Friday 5pm - 8pm, Saturday 8am - 6pm and Sunday or bank holidays 9am - 5pm. In emergencies, Providor will try to offer a minimum 4 hour call out.

 

Following the UK Government’s guidance to avoid social contact due to the outbreak of coronavirus (COVID-19), we are regrettably unable to carry out any non-essential meter works. Please contact us again once the guidance is updated. We apologise for any inconvenience this may cause.

 

If we determine that you do have an emergency, we will arrange an engineer to visit your property. To ensure the health of you and our engineer isn’t compromised, we will ask if you or anyone in your household is currently self-isolating due to cold or flu-like symptoms. This will be asked again on the day of your appointment in case there has been any change since the booking was made.

 

Prior to entering your home, engineers will wash their hands with soap and water or use gel or wipes. At the entrance to your home, they will let you know who they are, the reason for their visit and what they’ll be doing on behalf of iSupplyEnergy. You can check they are who they say they are by inspecting their ID badge. Inside your home, engineers will maintain a ’social distance’ of two meters between them and occupants. They may need to ask you to remain in a different area of your home to the one they are working in and ask you not to admit any further visitors. Upon completion of their visit, they will wipe down any equipment they have touched in your home and wash their hands again on leaving.

 

If you’re at home more than normal, you’ll use more energy

If you and your family start social distancing or are in self-isolation, you’ll use more energy than normal at home, which will impact your bill. To save money, it makes sense to take steps to reduce your usage. You can find our energy efficiency advice here. If your account is in credit, you may want to leave the credit on your account, rather than request a refund. This will help to cover payments for any extra energy you use while you’re at home.