Utility Companies Support Packages

The GOOD NEWS is that all disconnection of credit metres is currently suspended that means that no one with a credit metre will be disconnected. 

If you’re struggling to afford your gas and electricity bills, contact your supplier to discuss ways to pay what you owe them. Your supplier has to help you come to a solution. You should try to negotiate a deal that works for both of you.

The government has been working with utility companies and they have agreed they are prioritising those customers most in need ie. the elderly and the vulnerable. Those in financial difficulty could have their bills paused or reduced where necessary

For those with pre-payment metres the following support options are available:

  • Sent a pre-loaded top up card so supply is not interrupted

  • A discretionary fund added to your credit

  • Nomination of a third party for credit top up

Here's what British Gas Say; 

"Please don't worry we're here to help"

"If you need more time to pay, or your circumstances have changed, we may be able to support you. "

You can still get in touch with British Gas in the usual ways;

  • over the phone 0333 202 9802 

  • via the online form

  • via the webchat in your account section

Let British Gas know as soon as possible if you don't think you can pay your bill by calling their support team on 0333 202 9804 

British Gas are contacting customers before our engineers visit to make sure they haven't been diagnosed with Covid-19, advised to self-isolate or have recently returned from a high-risk area.

 Here's what Ebico Say; 

"Due to the coronavirus (Covid-19) outbreak and the Government’s social distancing advice to protect our staff and wider public we have closed our customer service lines"

You can get in touch with Ebico by;

  • text Support to 80818

No self-isolation information available

Here's what EDF say;

 

"The health and well-being of our customers is our top priority. These are unprecedented times and we’re working hard to help those most in need."

  • EDF asks everyone to do their bit by using their online account.

  • You can use it to manage your payments and submit readings online.

  • You can use their online chat through your account

Help Line 0333 200 5110 

If you've been impacted by COVID-19, and this means that you have trouble paying, please contact their dedicated prepayment line on the above number.The extra help may include ;

  • Repayments made over a longer period of time.

  • Delay payment for a short period

  • EDF may also offer alternative payment arrangements. 

In the event of an emergency, EDF engineers will continue to enter your property and do our best to ensure you are reconnected as quickly as possible. EDF will wear some Personal Protective Equipment to minimise the potential risks to themselves. This will be explained to you at the point of speaking to our call centre teams and by our operative who visits your home.

Here's what EON Say; 

"We want to reassure you that we are taking all necessary measures to keep our customers on supply and to help ensure their safety"

You can still get in touch with EON in the usual ways;

  • over the phone 0345 302 4312

  • on email at heat@eon-uk.com

  • via the webchat in your account section

EON will not disconnect anyone during this period for non-payment of energy bills. Instead, they will seek to understand how they can help people to put appropriate steps in place.

They will only ever ask people to pay what they can afford. 

Contact them directly for a  one-to-one conversation.

EON are focusing on supporting their most in-need customers and do all we can to help minimise the spread of the virus. So we’re cancelling non-essential appointments in customers’ homes (for example, smart metering appointments) for vulnerable customers and those aged 70+.

EON will ensure all their engineers follow the latest safety guidance and wear the correct clothing to keep themselves and customers safe, at this time our meter readers are only reading outside meters. 

Here's what Npower Say; 

"We want to reassure you that we’re taking all necessary measures to help ensure the safety of customers, our employees, and the people they may meet as part of their work activities"

You can still get in touch with Npower in the usual ways;

  • over the phone 0800 073 3000

  • via the webchat 

Npower say that if you are struggling then please get in touch with them and they may be able to lower your weekly debt recovery rate for a period of time.   

Npower are focusing on supporting their most in-need customers and do all we can to help minimise the spread of the virus. So we’re cancelling non-essential appointments in customers’ homes (for example, smart metering appointments) for vulnerable customers and those aged 70+.

NPowerwill ensure all their engineers follow the latest safety guidance and wear the correct clothing to keep themselves and customers safe, at this time our meter readers are only reading outside meters. 

Here's what Octopus energy say; 

"As an energy company, we play a critical role in the continuity of supply to our customers and the economy more broadly - during a tough few months we are already making changes to work hard to support and reassure each other, our customers and our partners."

You can still get in touch with Octopus Energy in the usual ways;

If you are struggling to pay please visit their website for further guidance.

Octopus Energy Guidance

During the coronavirus outbreak (Covid-19), we have implemented the following guidance to ensure the safety of our customers and our team during meter installs:

  • All our engineers have been issued with hand wipes and/or hand gel that kill the virus to use between appointments 

  • Engineers will receive daily reminders to wash hands more often and for longer 

  • Ipads or tablets used by the engineer during the appointment will not be passed to customers - your engineer may ask your questions instead 

  • Face masks have been issued to wear at the engineers discretion 

  • All employees have received advice on how to identify symptoms of COVID-19

  • All employees have been asked to self-isolate if they begin to feel unwell

  • All Octopus Energy and third party installer offices have increased cleaning schedules

 Here's what So Energy Say; 

"Firstly, your supply will not be interrupted during this period, no  matter what."

"Secondly, if you think that keeping up with bills may become an issue,  we’ll work with you on flexible payments to ease some of that pressure"

You can still get in touch with So Energy in the usual ways;

  • over the phone 0330 111 5050

  • on email at help@so.energy

  • via the webchat in your account section

If you are struggling to pay please call the above number  can help by offering you a temporary credit or reducing any payments you're making through your meter.

In order to protect our teams, their families and their local communities, and to help flatten the COVID-19 curve, everyone at So Energy will be practising social distancing by working from home for the foreseeable future. We feel this is the safest way to maintain the 5-star standard of support you’re used to, and to do the best for everyone that makes up Team So Energy.

Here's what SSE say; "There’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected"

0345 070 7373 (Monday to Friday: 8am-8pm; Saturday: 8am-6pm)

If you are struggling to pay please call the above number  can help by offering you a temporary credit or reducing any payments you're making through your meter.

SSE are suggest you to keep at least 14 days’ worth of credit on your meter in case you need to self-isolate. For non-smart meter customers, SSE can send keys/cards to you with preloaded credit if you're unable to go to a shop. You'll need to call SSE for this on 0345 600 2006 

©2019 by Kate Goodchild The Money Mum. Proudly created with Wix.com