How we’re helping support our home customers during coronavirus

The safety of customers and colleagues is our main priority, and as the coronavirus situation develops, we want to reassure people that we’re here to help. Here we detail some specific help that's available to residential customers in case you need extra support.

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I'm struggling to pay my bill, what should I do?

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What are you doing to help keep people safe?

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I have an appointment booked, how will it work?

I'm struggling to pay for my energy, what should I do?

If you’re worried about not being able to afford your next energy bill because your financial situation has changed due to Coronavirus, we can help. We’re working with Tully, an FCA licensed organisation, to understand the best way to support you in your current circumstances. Tell Tully a little bit about yourself, share your online bank statements and they’ll work with you to build a budget and then let us know the support you need from us. This could be an adjustment to your monthly energy payments or extra support. Get started with Tully here.

I haven’t been able to pay my bill

We want to reassure you that we will not disconnect anyone during this period for non-payment of energy bills. Instead, we want to talk to you to understand how we can help you and put the right plan in place.

If your bill is now overdue or you can't keep up with an existing debt repayment plan, you can contact us via the number on the most recent communication you have received from us. We'll only ever ask you to pay what you can afford, so by contacting us directly we can have a one-to-one conversation to help us understand your situation.

You could be eligible for our Priority Services Register which offers assistance for customers struggling to pay their bills as well as energy efficiency advice and much more. 

I am worried I won't be able to or I can't pay my bill/Direct Debit

If you pay by Direct Debit you can reduce your payment amount by up to 20% using the Direct Debit manager tool on your online account.

You should continue to pay as much as you can afford, because if you need to cancel your Direct Debit with us, this'll impact the price you pay. You can also make partial payments by credit/debit card via your online account.

I am worried I can’t top up or afford my top up

If you feel you are unable to top up your meter or are self-isolating and anticpate you may face problems please get in touch to find out how we can help.

For more information you can visit our dedicated pre-payment page.

What else are you doing to help those who need it most and keep people safe?

It’s crucial we focus on supporting our most in-need customers and do all we can to help minimise the spread of the virus. So we’re cancelling non-essential appointments in customers’ homes (for example, smart metering appointments) for vulnerable customers and those aged 70+.

And while we ensure all our engineers follow the latest safety guidance and wear the correct clothing to keep themselves and customers safe, at this time our meter readers are only reading outside meters. Customers with indoor meters are instead being urged to sign up to manage their account and submit meter readings online.

Manage your account

You can use your online account to view your bill, manage your direct debit  or switch to paperless billing.

Give us a meter reading

You can give us your meter readings here without registering to manage your account online.

Make a payment

Pay your bill online. You don't need to register for an online account to do this, you just need your account number.

If I have to self-isolate, what help is available?

If you need to self-isolate and this has an impact on your income and ability to pay for your energy, we’ll discuss this with you and come to a suitable agreement. That includes the possibility of granting an Emergency Payment Freeze for 30 days to give chance for your circumstances to change.

Where customers may be struggling – for example if you’re off work or on shorter hours because of Covid-19 – we’d seek to reach an agreement on how much you’re able to pay, taking your individual circumstances and vulnerabilities into account.

Priority Service Register - extra support for those who need it

Eligible customers can ask to be added to E.ON’s Priority Services Register to receive additional support including energy efficiency advice and access to a specialist team who can assist customers struggling to pay, as well as those who need additional support due to complex needs or circumstances. 

Our team works with various partners to offer customer free independent debt advice, benefits eligibility checks and access to various grants. 

There are many ways we can help in these challenging times so if you need extra support, please get in touch.

Register your account

To help keep our phone lines free for customers who need our help the most, we're asking all customers, where possible, to register their online account via our app or through our website at eonenergy.com. From there you can manage your account, view your bill, make payments, submit meter readings and manage your direct debit.

 

We're 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

Boiler installations

It's really important that we can still make sure you have heating and hot water by replacing your broken or faulty boiler, but do it in a way that's safe for you and for our installers. 

We'll attempt to contact you ahead of your planned boiler installation date with a few additional questions to make sure it's safe for you and our installer to proceed:

  • We'll ask if you or anyone you’ve been in contact with is displaying symptoms of the virus. If the answer is yes, then we'll look to re-book your installation date for a minimum of three weeks’ time or at an appropriate date when you feel it's safe to do so.
  • If you're self-isolating but don't actually have symptoms or the virus we'll look to rebook your installation date for a minimum of two weeks’ time or at an appropriate date when you feel it's safe to do so.

On the day of the installation, our installer will also repeat the above questions and if circumstances have changed, and the answer to either of the above questions is yes, then we won't be able to complete the installation on the day. We'll instead look to rebook your install date against the timeframes set out above.

If we're able to proceed with your installation on the day there are also a number of further precautions we'll take to make sure we keep you and our installers as safe as possible:

  • For the next six months we're applying a safe space working practice and would like you to stay in another/alternate room at all times while installation work is being completed to support safe working  
  • Our installers will be continuing to follow latest advice by wearing appropriate personal protective clothing, including glasses and gloves and undertaking regular hand washing
  • All of our installers will fully adhere to the guidelines set out by Public Health England in regards to coronavirus

For more information, visit our boiler installation page.

How we’re keeping you and our installers safe

We’ve updated our installation process to help keep you and our colleagues as safe as possible when installing a boiler or heating system in your home.

Here's more information on how our no contact installation will work.

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

  • For residential customers, we’ll plug in and set up your In Home Display, but will not provide a demo, due to the social distancing measures. We will however leave you with information on how to use 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

  • You can view our risk assessment summary for customer facing teams here.

If you or anyone in your household 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 fit your smart meter for free. 

Here's more information on how our no contact installation will work.

Solar PV panels and battery installations

It's important that we keep our customers and colleagues safe during coronavirus, so we've put some steps in place to make sure your solar panel installation goes safely. 

Before your installation appointment:

We'll attempt to contact you ahead of your planned installation date with a few questions to make sure it is safe for you and our installer to go ahead with the install.

If it's clear the installation is unable to go ahead, we'll rearrange your installation for when it 'll be safe to go ahead.

Day of your installation appointment:

When our installers arrive they'll as you some COVID-19 related questions from a safe distance to check that it’s still safe for your installation to go ahead. If there's been a change in your household circumstances and the installaion isn't safe to go ahead, we'll reschedule your installation to a future date when it will be safe for our installers to return.

If we’re able to proceed with your installation on the day as planned, there are a number of further precautions we’ll take to make sure we keep you and our installers as safe as possible:

  • Our installers will be wearing appropriate personal protective equipment and frequently wash and sanitise their hands for the duration of your install
  • Maintaining social distancing of two meters between our installers and members of your household - we may ask you to remain in a separate room where possible
  • Our installers will be taking all possible steps to maintain social distancing of two meters between them. However, where this is not possible for essential operations, they will wear additional personal protective equipment 
  • Our installers will frequently clean regularly touched objects and surfaces e.g. tools, door handles and counter tops
  • Our installers will ensure all waste is removed when the job is finished
  • The need for a signature on any paperwork has also been removed

We are taking these steps to ensure you and our colleagues are safe and thank you for your full support.