Coronavirus (COVID-19) customer support update

We realise these are challenging times for businesses across the UK, and we’re committed to supporting our customers through the current Coronavirus situation.  We’re here to help in the usual way, so if you have any questions or concerns, please contact us, but please only phone us for urgent issues.  The live-chat function on our website is the best way to reach us right now.

Help us minimise your invoices by providing meter readings

Following the most recent Government announcement, we realise your business or organisation may be closed at the moment.  To make sure we don’t continue charging you based on your normal energy usage during this period, it’s important that you please continue to provide us with up-to-date meter readings.  The easiest way to do this is via your Online Account, or alternatively, you can contact us as referenced above. 

You can provide your own meter readings at any time; however, please note that, due to our billing cycle, only those readings provided during the following periods can be used to calculate your invoice:

  • Electricity – Between 8th and 15th of each month
  • Gas – Last week of each month

Paying your invoices

We understand how difficult things are right now, but remember energy is essential to keep businesses running, so please do not cancel your Direct Debit, as this could result in you paying higher charges.  The best thing to do is to keep us informed of your situation and, if your business is using very little or no energy at the moment, please provide regular meter readings.  This will reduce your invoices to a minimal level. 

Please contact us if you are struggling, as we can’t help if we don’t understand your circumstances.

Financial support and advice are available

We urge customers to consider accessing the financial support measures introduced by the Government, including newly announced grants of up to £9,000 for businesses in the retail, hospitality and leisure sectors, as well as existing business interruption loans and the job retention scheme.  You can find more information on the Government website here

The national charity, Business Debtline, has also published specific Coronavirus advice on its website here.  You can contact Business Debtline for free and confidential advice on dealing with debt and cash flow problems.

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