Coronavirus (COVID-19)

What to do if you or someone you know is affected by coronavirus

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As the situation around coronavirus continues to evolve, we are doing everything we can to ensure your energy supplies are not affected.

We are keeping a close watch on the government's latest advice on coronavirus, and will keep this page updated should the situation or our approach change.

If you have been affected by the coronavirus, please click for more information:

Prepayment Meter Customers Q&A                 Struggling to Pay?               Join our Priority Services Register

If you have any questions or concerns regarding COVID-19, please visit Coronavirus (COVID19) UK Government Response or Ofgem's online Q&A for regular updates. 

If you’re in need of additional support from us, you can contact us. It might take a little while to answer if you call, but we’ll make sure you speak to a member of our team.

Can someone visit my property to fix my meter?

Our meter operatives are still working under restricted conditions and can only attend for emergency appointments. We expect to resume non-emergency work towards the end of June. Customers that qualify for emergency works are provided with instructions on how to allow engineers to complete the work safely and all attending operatives will wear appropriate PPE equipment.

Can someone visit my property to read my meter?

Our meter read partner, Lowri Beck, are not yet allowing their operatives to read meters, even if they are located outside. If you, or someone you trust, can access your meter safely, please view our meter read guide and submit your reads online or call us on 0800 012 4510. If you are on our Priority Services Register, please contact us to discuss whether we are able to make alternative arrangements.

How do I let you know that someone has passed away?

We are extremely sorry for your loss. For details on how we can support you, please click here



Prepayment Meter Customers

If you have a top-up meter, there are some steps you can take to ensure your energy supply isn't affected.

To make sure you’re prepared in case you can’t leave the house, you should consider topping up your energy meter with around two weeks’ worth of credit. Just be aware that the maximum credit limit per meter at any time is £255.

If you are feeling too unwell to top up your meter, or if you are self-isolating and running low on credit, you can ask a friend, relative or neighbour to top up your key or card for you.​

Here are some answers to common concerns:

Can I top up online?

If you have a smart prepayment meter and you’d like to make a payment, just log onto your online account or contact us to make a payment.

If you have a standard prepayment meter, you (or a friend, relative or neighbour) will have to visit an outlet to top up your key or card.

I’ve lost my key and/or card, what should I do?

Please contact us if you lose your key or card. We can either post one directly to you or contact your local outlet to check if they have any blank cards for you to collect.

I’ve been directly impacted by coronavirus and can’t afford to top up – what should I do?

If you’ve been directly impacted, please contact us to discuss your options. We could send a pre-loaded key or card to you. We will work with you to repay any additional credit once the coronavirus has passed.

Will my meter stop if I run out of credit?

Yes, if your emergency credit is used, your meter will stop. If you are experiencing difficulties making a payment, please contact us whilst you are still in credit so that we can help.



Struggling to Pay?

Contact us to find out how we can help. If you need to talk to us on the phone, please be aware that you may need to wait longer than usual.

I have been furloughed by my employer, can I get help to pay my bill?

If your furlough payments are delayed or if you’re struggling to manage on a reduced wage, please contact us on 0800 012 4510 to discuss a payment plan to reduce your payments.

I can’t visit my bank to make a payment – what should I do?

There are lots of ways to pay, including by online bank transfer, over the phone by debit or credit card or by cheque, find out more here. The easiest way to pay is by Direct Debit – to set one up, just call us on 0800 012 4510 and have your account number and bank details to hand.

I can't afford to top up my prepayment meter, what should I do?

If you are struggling to afford to top up, we can arrange for £50 of credit per meter to be sent to your nearest outlet for you, a friend, family member or neighbour to collect. 

As a last resort and if you still have credit on your meter, we can post a card or key with £50 credit pre-loaded onto it. However, as nationwide supplies of cards and keys are running low, this is not an option we can guarantee.

Please note: We will work with you to repay any additional credits arranged for you after coronavirus has passed.

Need Some Advice?

For impartial advice, you can contact the Citizens Advice Consumer Service at any time to discuss the options available. Click here to go to their site or call 0808 223 1133.

You can also get help and advice about your debts and energy advice from any of the following organisations:


Are you on our Priority Services Register?

If you are on the Priority Services Register, please contact us if you require additional assistance with your energy supply.

To find out more about the Priority Services Register click here.



Can we help you today?

  • Find out what to do if you have a power cut or can smell gas here.
  • Find out how to save energy and reduce your energy bills here.
  • Find out how to get help if you are struggling to pay your energy bills here.
  • Make sure your energy account is running smoothly - use our checklist to save time and money here.