The
government’s emergency package with energy suppliers
On
19th March 2020 the government agreed new emergency measures with
the energy industry to protect the domestic energy supply vulnerable customers
during the disruption caused by COVID-19.
The measures include nominating a third party for credit top ups, having
a discretionary fund added to their credit, or being sent a pre-loaded top up
card so that their supply is not interrupted.
Any energy customer in financial distress will also be supported by
their supplier, which could include debt repayments and bill payments being
reassessed, reduced or paused where necessary, while disconnection of credit
meters will be completely suspended.
Customers with
prepayment meters who are self-isolating or unable to leave their home can now
speak to their supplier on the options. This may include:
someone being sent to top up your prepayment
card or token
having funds added to your meter credit
having a preloaded gas or electricity card
sent to you in the post.
No credit meters will be disconnected during the outbreak.
National
Debtline: 0808 808 4000 an
independent charity, dedicated to providing free debt advice by phone and
online to people across the UK.
Priority
Services Register
Most energy
suppliers as well as Electricity North West offer certain free services to
people who need extra help. These can include password protection and identity
card scheme etc. Please contact individual companies for details on their
specific package.
Individual Suppliers’ Offer
British Gas
Tel: 0330
100 0303 (Only
call us if you have an emergency or if you’re a prepay customer)
Top ups for
customers with a classic prepayment meter
If you’re unable to top-up yourself ask a trusted person to top-up
for you.
If you can top up then credit your meter with a bit more than you
usually would.
Preloaded
Smartcards and keys for those that we already know are medically vulnerable.
If we already know that you are medically vulnerable, we’ll send
you your preloaded Smartcard or key to help you through this outbreak by post
in the coming days. You do not need to contact us.
Top ups for
customers with a smart prepayment meter
If you have a smart meter, you can top up online or on our app.
You can also top up over the phone using our automated payment service on 0333
202 9612.
EON
Tel: 0345 052 0000
Top ups for
customers with a classic prepayment meter
Extended emergency credit levels for gas customers from £5 to £50.
Working on similar provision for electricity customers.
This amount will have to be repaid in future.
To activate the extended emergency credit, customers will need to
visit their local top up store up to three times in advance. You'll need to
take your card with you as usual and make a minimum top up of £1.
Top ups for
customers with a smart prepayment meter
Our smart prepayment meter customers can top up their energy
remotely online, via our app or, if necessary, by calling in.
Our smart prepayment meter customers already have an emergency
credit of £15 per fuel if they’re dual fuel customers (£20 if they are
electricity-only customers). It’s important to remember that any credit we issue
will need to be repaid.
Utilita
Tel:0330
333 7442
Friendly Credit hours, meaning you won’t lose supply between 2pm and 10am on weekdays and
over the whole weekend – even if you’ve run out of credit.
£15 Emergency Credit.
Power Up feature allows you apply for a top-up when you’re out of credit.
The amount is set to a maximum of £20 for electricity and £10 for gas. Learn more at www.utilita.co.uk/power-up
If you’re in a cash crisis situation and urgently need money for
food or other essentials, visit the StepChange
website for
advice and support.
Top ups for
customers with a classic prepayment meter
Ask a friend/family member to top-up your key or card for you, If
this is not possible, please call.
We also operate a friendly, non-disconnection policy on most
meters. So if you run out of credit after 6pm your electricity will not go
off until 9am the next day. This operates from 6pm to 9am Monday to
Friday, 6pm on Saturday and any time on a Sunday or Bank Holiday,
until 9am the next day.
If you are seriously affected by the crisis we may be able to offer
additional help, such as a payment plan. This will be judged on a case-by-case
basis, please call us.
‘Hardship fund’ is available for prepayment customers who are
struggling to top up. Call above number.
Top ups for
customers with a smart prepayment meter
If you are self-isolating, top up
quickly and easily via MyAccount. You can also set up
automatic top-up from your chosen debit or credit card. Set up ‘low balance
alerts’ to remind you to top-up when you have £5 remaining. Alternatively, call
our automated phone line on 0333 200 5108.If it's not
possible, please call our dedicated Prepayment line on 0333 200 5110 for support.
BULB Energy
Tel: 0300 30 30 635 (Monday to
Friday, 9am to 6pm).
Email:
emergency@bulb.co.uk
Top ups for
customers with a classic prepayment meter
If you’re not able to top up during a period of self-isolation,
we’ll work to keep your energy on.
In some cases, we’ll be able to arrange for you to top-up remotely
and post a preloaded card or key.
Top ups for
customers with a classic prepayment meter
Ask a friend, neighbour or family member who can top up for you.
We’d encourage you to ask them to top up with a little more credit than normal.
This will help you manage your supply even if you can't make it to a top up
outlet as regularly as you would normally.
If you have no one to help and you have gone
off supply, please call us.
We would also recommend contacting the National Debt Line on 0808
808 4000. They’ll be able to offer support on energy debt and offer wider
financial advice.
Top ups for
customers with a smart prepayment meter
If a credit has not gone through then enter your Unique Transaction
Reference Number (UTRN) manually into your meter. This can be found on your
outlet receipt or the email you will have received after topping up via the app.
The maximum amount your smart gas and electricity meters can hold
is £500.
We encourage you to keep at least 14 days’ worth of credit on your
meter in case you need to self-isolate. If you're not able to do this, please
ask family members or friends if they can help you.
If you're unable to ask friends and family, please call us and
we'll help by taking payment over the phone and arranging for an engineer to
deliver your credit on a key or card.
If you don't have any funds to top up your meter, we can offer you
a temporary credit or reduce any payments you're making through your meter so
your credit lasts longer. Please call us.
Most meters have either an emergency credit or friendly credit
facility if you're temporarily unable to buy credit.
Top ups for
customers with a smart prepayment meter
If you have a smart meter, you can top up online or call us to make a payment and we'll apply
the credit to your meter.
Smart prepayment meter customers
can also have temporary credit sent directly to your meter.
Boost
(Pay-As-You-Go
only company)
Tel:0117 332 3728
or 0330 102 7517
Email: hello@boostpower.co.uk
Credit extensions
during the outbreak
This is an emergency credit to see you through these difficult times. If
you are not able to pay for your energy, please call us and we’ll work through
the options with you. If you do get a credit extension, this money will need to
be repaid at a future date.
If you can’t repay your debt, then let us know so that we can work
out a manageable plan for you.
Top ups for
customers with a classic prepayment meter
Try and keep enough credit on your meter to last 2 weeks.
Ask your neighbours, friends, and family to top up for you at a PayPoint.
If you don’t have anyone who can help you top up, please just give us a
call
Top ups for
customers with a smart prepayment meter
If you’re a Smart PAYG+ customer, you can download our app and also
log into your online account to top up.
We may be able to top up your smart meter remotely for you. Just call
us.
We offer up to £30 credit in our app.
If you can't log in or access your account, you should have a black
Energy Payment Card, which you can use to make a top up at a PayPoint instead.
We recommend you top up more than usual, if you’re able to.
