Update on coronavirus

Last updated: Friday 27 March with additional FAQs for prepayment customers and business customers.

The current situation

We're receiving higher demand than normal due to the coronavirus outbreak so please only call us if you're in an emergency situation.

These are challenging times for our customers and colleagues so we need to focus on helping those most vulnerable, and dealing with emergencies. Please be assured our teams are working closely with government, health organisations, the energy regulator Ofgem and consumer advice organisations to ensure we continue to follow the very latest advice so we're as prepared as we can be.

Find out below how we're supporting our customers and only call us if it’s really urgent. 

Other information

As you'd expect, we're taking the utmost precautions with our engineers and other colleagues whose roles take them into customers’ homes and business premises. Because of this, timelines for certain appointments may increase or be subject to cancellation at short notice. If this were to happen we'd appreciate your understanding during this period and would look to rebook the appointment as soon as possible.

We'll continue to provide regular updates via our Facebook and Twitter feeds and here on our website.

Please rest assured our priority remains keeping our customers on supply and helping people to stay safe and healthy.