COVID-19: Energy Support for Vulnerable People


The Government have today agreed new emergency measures with all UK domestic suppliers to protect the domestic energy supply of those most in need during the disruption caused by COVID-19. These measure will come into force immediately.

If you are a (i) pre-payment or pay-as-you-go customer without a smart meter, (ii) who has been unable to top up your meter because you have been affected by COVID-19 or are self-isolating, and (iii) cannot get help from friends or family, you should contact your energy supplier immediately to discuss how you can be kept on supply. 

Suppliers will determine the best way to keep you connected, including nominating a third party for credit top ups, having a discretionary fund added to your credit, or sending you a pre-loaded top up card so that your supply is not interrupted.

Suppliers will also look to support those who are facing difficulties in paying their bill as a result, directly or indirectly, of COVID-19, including reassessing, reducing or pausing debt repayments and bill payments where necessary.  The disconnection of credit meters will be completely suspended during this period.

Below are links to the COVID-19 information and FAQs issued by the main energy suppliers, where available, together with the relevant contact details to access support:

  • British Gas - guidance can be found here.

Top ups for self-isolating pre-payment customers without a smart meter: live chat via webpage or app between 7.00 a.m. and 10.00 p.m., Monday to Friday and 8.00 a.m. - 6.00 p.m., Saturday and Sunday or call 0330 100 0303 between 9.00 a.m. and 5.00 p.m., Monday to Friday.

Difficulties paying your bill as a result of COVID-19: live chat via webpage or app between 7.00 a.m. and 10.00 p.m., Monday to Friday and 8.00 a.m. - 6.00 p.m., Saturday and Sunday or call 0330 202 9802 between 9.00 a.m. and 5.00 p.m., Monday to Friday.

  • EDF Energy - guidance can be found here.

Top ups for self-isolating pre-payment customers without a smart meter: live chat or call dedicated Prepayment line on 0333 200 5110 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 2.00 p.m., Saturday. 

Difficulties paying your bill as a result of COVID-19: live chat or call dedicated Prepayment line on 0333 200 5110 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 2.00 p.m., Saturday.  

  • nPower - no guidance currently available.

Top ups for self-isolating pre-payment customers without a smart meter: live chat or call 0800 073 3000 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

Difficulties paying your bill as a result of COVID-19: live chat or call 0800 073 3000 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

  • E-ON - guidance can be found here.

Top ups for self-isolating pre-payment customers without a smart meter: live chat or e-mail or call 0345 303 3040 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

Difficulties paying your bill as a result of COVID-19: live chat or e-mail or call 0345 052 0000 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

  • SSE - guidance can be found here.

Top ups for self-isolating pre-payment customers without a smart meter: call 0345 303 3040 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

Difficulties paying your bill as a result of COVID-19: call 0345 600 2006 between 8.00 a.m. and 8.00 p.m., Monday to Friday and 8.00 a.m. and 6.00 p.m., Saturday.

If you are vulnerable and have not already done so, you may wish to sign up to your supplier's Priority Services Register which will provide you with additional support and benefits, both during the COVID-19 outbreak and in the longer term.  You will find further details on your supplier's webpage. 

To view a copy of the agreement signed by the UK energy suppliers, please click here.



Don't forget to join the local online community group:

https://www.facebook.com/groups/227013895111007/about/ 


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