Last updated: 9 July 2020 - we're resuming smart meter installations for some members.
We're open for business as usual during the coronavirus (COVID-19) outbreak, and we’re doing everything we can to give you the best possible support. We know this is a difficult and uncertain time, so we’ll keep this page updated as things progress.
If you have an emergency, you're in financial difficulty, or you're unable to contact us by email or online chat, then you can reach us by phone on 0300 30 30 635. We're available Monday to Friday, 9am to 6pm.
Find out what to do if you:
- want to sign up to Bulb
- have a top up (prepay) meter
- need extra support
- are concerned about paying for your energy
- had a smart meter installation booked
- haven't given us a meter reading in a while
- are expecting a visit from Bulb
If you want to sign up to Bulb
We’re open as usual and we’d love you to join us. To get started, get a quote for your energy.
If you have a top up (prepay) meter
Find out about steps you can take to make sure your energy supply isn't affected in case you feel unwell or need to self-isolate.
If you're already self-isolating, and a friend or neighbour is willing to help, ask them to top up your meter for you. This is the fastest, simplest way to keep your power on. Before they get started, ask them to read our guide on topping up a meter for someone else.
If you need extra support
We offer free support services if you or someone you live with needs help to manage your energy supply. For example, because you:
- are aged 60 or over
- have a child under 5 years old
- have a disability or long term health problem
- have recently experienced a life changing event, such as a bereavement or job loss
If you think coronavirus has put you in a position where you need this extra support, you can find out more about these services and how to register.
If you’re concerned about paying for your energy
We know coronavirus may impact your personal financial situation. Let us know if you're having trouble paying for your energy, and we'll see how we can help.
The government has shared advice on how to claim benefits during the coronavirus outbreak.
And we’re also here to help if you're having trouble paying for your business’s energy usage.
If you had a smart meter installation booked
Due to coronavirus, we cancelled most of our scheduled smart meter appointments.
We've now started installing smart meters again, but to protect our members and our engineers, the appointments are limited. We’ll invite you to book when we’re installing in your area. Find out more about what happens during your smart meter installation.
If you haven't given us a meter reading in a while
Now that many of us are spending more time at home, your energy usage is likely to change. Submitting a reading now will keep your statements accurate and will reduce the chance you’ll get an unexpectedly high bill. Find out how to read your meter.
If you're expecting a visit from Bulb
For planned home visits we're asking our members to help in the following ways:
- let us know as soon as possible if anyone in your home is self-isolating
- make sure the doors inside your home are open to help the engineers touch as little as possible
- avoid the same rooms as the engineer where possible
To keep everyone safe, our engineering partners are following government advice, and local lockdown restrictions, at all times. Read more about the steps our engineering partners are taking and how we assessed the risks.