Support during the coronavirus outbreak

If you need help and can't find an answer in our Help Centre, send us a message or use our online chat. During business hours we usually respond to chats within 3 minutes.

Read our advice to members or find out what to do in an emergency.

Advice for members during the coronavirus outbreak

Last updated: 1:30pm, 30 March 2020.

We’re doing everything we can to give you the best possible support during the coronavirus (COVID-19) outbreak. We know this is a difficult and uncertain time, so we’ll keep this page updated as things progress.

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, you might be able to get a friend or neighbour to help top up your meter. Before they do, 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. The government has shared advice on how to claim benefits during the coronavirus outbreak. 

We’ll also try to be flexible where we can. This includes options such as alternative payment methods and longer repayment periods. Get in touch and we can discuss these with you

We’re also here to help if you are having trouble paying for your business’s energy usage.


If you had a smart meter installation booked

All smart meter appointments from 24 March onwards have been cancelled. We're following the government's advice, and will invite you to book a new appointment as soon as we hear it's safe for you and our engineers. 

If you haven't given us a meter reading in a while

Now that most 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.

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