COVID19 FAQs

It's really important that everyone stays safe and follows the government's advice. Here are some FAQs about the COVID19 and your energy supply.

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Prepayment meters & top ups

What do I do if I’m self-isolating and need to top up?

If you are struggling to top up because you’re ill with coronavirus or following guidance to ‘self-isolate’ then please see if there are any friends, family, or people in your local community who could go to the shops for you to put credit on your key/card.

If this isn’t possible, then please get in touch with our Emergency Team on 0333 103 8277 between the hours of Monday to Friday 8am – 8pm and they will be happy to help.

If necessary, we can send you a prepaid key or card if you cannot get out of your property. It's really important that this is only for customers who are self-isolating and have no other means of topping up to ensure we support customers who need it most.

How much can I top up?

The maximum amount you can top up on your key or card in one go is £49.

You can top up multiple times and your key, card and meter can hold up to the following levels of credit.

Electricity meter: £255
Gas meter: £249

Electricity key: £250
Gas card: £249

You won't be able to top up your meter past its credit limit.
If you try to do this, your credit will remain on your key/card.

Where can I top up my prepayment meter?

The government has confirmed that most top-up locations (like supermarkets and corner shops) will remain open to help you top up as normal. Power is a necessity, so it’s fine to leave your home to top up.

We’d recommend topping up as much as possible in one go to avoid unnecessary trips outside.

To see where you can top-up in your local areas please visit PayPoint.

Do I still have emergency credit?

Yes. If you can’t top up in time and your credit falls below £2, we’ll give you £11 of emergency credit on your Electricity meter, and £5 on your Gas meter to help you out.

To activate this, just put your key or card into your meter and select yes. You won’t need to pay any extra charges for this. You’ll just need to make sure you pay for what you’ve used on emergency credit as well as what you will need on your next top up.

Make sure you top up a minimum of £1 more than what you’ve already used or your meter won’t switch back on!

Meters

Will my meter be read?

To keep our customers and teams safe, we have stopped our Meter Readers visiting homes to take regular readings. But we need your help! Please help keep your account up-to-date with submitting a meter read through your online account.

What if my meter is faulty/needs to be exchanged?

We have stopped all non-emergency meter jobs so that we can help customers who need additional support. This means that if you were due to have your meter changed this will be rearranged to a later date.

However, if have no energy supply this is classed as an emergency and we will ensure your meter is fixed or exchanged to get your energy back. Please call us on 0333 103 8277, for emergencies only.

What if there's an emergency?

If you have a prepayment meter and lose energy

Our emergency prepayment line will stay open from 8am to 8pm, Monday to Friday as usual. If your key, card, or meter stops working, or you can't afford to top up, please give us a call on 0333 103 8277. Please be considerate and only use this line for genuine emergencies.

If necessary, our engineers can come to your property to fix any faults – please tell us in advance if your household is in isolation so that we can make sure they’re safe.

If you can smell gas or suspect Carbon Monoxide

Call gas emergency services on 0800 111 999.

If someone collapses or shows severe symptoms call 999 or 112.

If you experience a power cut

Call 105 free for help and advice.

What if I'm having trouble paying?

We completely understand that this is an uncertain time for a lot of people. If you are struggling to pay, then please get in touch and we will get back to you to see what we can do to support.

There are also experts who can provide specialised advice and assistance. They are impartial and may be able to advise you on your debt or help you access other financial assistance schemes.

Step Change (debt charity): 0800 138 1111
 -Debt Advice Foundation: 0800 043 4050
National Debtline: 0808 808 4000
Citizen's Advice: Free web chat at the website or 0808 223 1133 (Wales: 03444 77 20 20)
PayPlan: 0800 280 2816
Tully (debt advice charity)