I’m worried my business may fall into debt during these challenging times and I’m concerned my business may be penalised. What should I do?
We understand that this is a worrying time for many of our customers. If you are a large business customer and you’re currently behind with your payments, please get in touch with us directly on 0800 0150212 as there are many things we can do to help. We’re here between 9am and 4pm Monday to Friday.
What happens if my business falls off supply, will you still come out in an emergency?
For larger businesses, if you're not sure if you've had a power cut or there's a fault with your meter please call us on 0800 1582 793 and we'll take all necessary steps to help you at this challenging time. If the fault is an emergency we will be able to arrange for technician to visit the property if it's safe to do so and we’re your appointed meter operator.
We must take all necessary steps to help ensure the safety of our customers and our colleagues during these challenging times.
We are COVID-19 Secure
We confirm we've complied with the government guidance for managing the spread of COVID-19. You can download our certificate here.
We have carried out a COVID-19 risk assessment and shared the results with the people who work here
We have cleaning, handwashing and hygiene procedures in line with guidance
We have taken all reasonable steps to help people work from home
We have taken all reasonable steps to maintain a 2m distance in the workplace, in your home and business
Where people cannot be 2m apart, we have done everything practical to manage transmission risk
Smart meter installations
We're now ready to continue installing smart meters following changes to our installation process.
We have developed a no contact installation process which all our technicians will follow.
How we’re keeping you and our technician safe during the installation:
We’ll call ahead of arrival to make sure it is safe for our technician to enter your property
We’ll ALWAYS keep a social distance of at least 2 metres between the technician and any members at the property. This may mean we ask you to stay in a different room to the technician
Our technicians will be wearing appropriate PPE for the duration of the install
Gloves will be sanitised between each job and we’ll also sanitise any surface we touch before and after we touch it
If any conversations need to take place during the install, or you would like tailored energy efficiency advice, this will be done via telephone at a safe distance
We'll remove all waste in accordance with our safe working methods
If you or anyone at your property are displaying coronavirus symptoms or are self-isolating, please don’t book a smart appointment at this time.
How we’re keeping you and our technicians safe
Following changes we've made to our installation process to keep you and our colleagues safe, we're now ready to fit your smart meter for free.
Here's more information on how our no contact installation will work.
My business energy plan is due to expire shortly, what will happen next?
Where possible, we’re contacting customers about their renewal. We recognise that this may not be your priority at the moment but if we can’t reach you we’d encourage you to contact us and renew your plan, if appropriate – if you email us please provide your account number. If your contract expires you’ll move onto a Non-Contract Rate, which may be higher than you’re currently paying, please be assured that we’ll agree a new contract and backdate these prices when you’re back up and running.
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