I have a Pay As You Go meter - how can I top up my meter if I can't speak to you on the phone?
You can top up your meter through our app, your online account or if you don’t have an online account yet you can top up. Over the next couple of months, we're making improvements to our systems. Whilst we usually do this overnight this may take a little longer than normal and you may not be able to top up during this time. We’ll be in touch to let you know when we plan to update our systems.
For non urgent business PAYG queries please get in touch with us by emailing SMEemail@example.com, we’ll get back to you as soon as we can, but at this time we will be prioritising the customers who need our help the most.
I’m worried my business may fall into debt during these challenging times, what should I do?
We understand that this is a worrying time, but there are many ways we can help, including discussing payment arrangements based on your individual circumstances.
If you think your business hours will need to change during this time, please let us know so we can keep on track of expected energy use and support you with your future energy needs.
Small and medium business customers can visit our dedicated page for more help and information.
For small 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 0345 055 0065 and we'll take all necessary steps to help you at this challenging time. If the fault is an emergency, we'll be able to arrange for a technician to visit the property if it's safe to do so.
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.
How can I best prepare my business for the time ahead?
We are asking all customers, where possible to register their account online, to manage their payments, view bills and provide meter readings. You will need your account number at hand to be able to do this. We also offer a smartphone app which some customers may find easier to use.
For any business customers that have Pay As You Go, we are reminding you of the top-up methods available and recommending you keep your meter topped up as much as possible.