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, will it still go ahead?

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 latest letter you’ve received. 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.

 

I have an appointment booked, will it still go ahead?

In light of the coronavirus outbreak, we want to keep our customers fully updated on how we are approaching Boiler and Smart Meter installations, to keep you and our colleagues safe.

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.

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

 

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.