We would like to extend our thanks to all our colleagues, clients and consumers for the fantastic support over the last few days.  We have today sent a large number of text messages and emails to all consumers with booked Smart Metering appointments over the next few weeks, advising that we are unable to attend appointments within the coming weeks, this is to keep in line with the UK Government Guidance to suspended all non-essential works to ensure public safety and comply with social distancing policies throughout this period.

Our offices are currently closed for the protection of our employees, however our operations team will be in contact with you as soon as we are safe to return in order to reschedule any Smart Metering appointments for another convenient date.

Our phone lines are very limited due to office closures, so we would ask you to wait to hear from us rather than calling for more information. We are regularly updating our website for all our valued customers to provide updates during this challenging time.

We will however continue to operate our 24/7 Emergency Call Out Service across all of our BAU patches, and we have now extended this offering outside of these areas to support other energy suppliers during the COVID-19 pandemic.  Our Emergency Contact Centre is contactable on 0330 999 0018.

Our emergency engineers will continue to attend properties during this COVID19 pandemic where safe to do so. We have extra safety precautions in place to make sure you and our colleagues are protected from catching or spreading the virus.

Protecting our customers and our colleagues

If you need us in an emergency, we are still here for you. However, if we need to visit your home, we will ask you some extra questions:

  • Is there anyone in your property with a confirmed case of coronavirus?
  • Are you or anyone else in the property in self-isolation on medical advice or following contact with someone who has the virus?

We will still come out to you if you answer ‘yes’ to either of these questions. With this in mind, we will ask you to help us keep our colleagues safe by following these extra steps:

  • Asking everyone in the property to stay in a separate room from our engineer while they work – this should be a room without any gas appliances or the gas meter or electric meter.
  • Opening all the windows in the room where our engineer will be working

Our engineers may wear protective equipment, including gloves and a mask, but please don’t be alarmed.

We’re committed to keeping our key workers safe, as well as the families we visit, as we respond to gas and electric emergencies. We will continue to follow all Government and public health advice on precautionary measures to reduce the risk for our people and our customers, including providing colleagues with guidance on social distancing as well as additional personal protective equipment. We’ve also split key business-critical teams across multiple locations to make sure we protect the essential service they provide.

As the pandemic progresses and Government advice evolves, we may need to adapt the ways we work even more. We will keep this page updated with details of any further changes to our usual services.

Tuesday 24th March 2020 @ 21:31