Our Staff and Service
We are following the very latest government advice to protect colleagues while continuing to support our customers and provide the excellent level of service you have come to expect from us.
We will continue to perform monthly energy market checks for all of our members and will let you know if you are being flipped to a better deal, which we will manage on your behalf as usual.
While our phone lines remain open and we continue to handle customer calls, we would suggest that in the first instance you email us at firstname.lastname@example.org, use our Live Chat service or check the FAQ’s on the website.
Ofgem, the energy regulator, have confirmed they do not expect Coronavirus to impact the supply of energy and all energy suppliers are expected to continue delivering good customer service and respond to customers, particularly vulnerable people, in a timely manner while following the government advice.
If you have particular needs due to your age, ill health, a disability, a learning difficulty or mental health condition, you should make sure you are on your energy supplier’s Priority Services Register (PRS) so that you can get the extra support you need.
To be added to the PRS you simply need to contact your energy supplier, we will be happy to help you with this. It’s free to be added to the list.
If you are struggling to pay your bill
Energy suppliers are aware that some people may struggle financially over the coming months. If you do have any concerns about your ability to pay your bill, please contact your supplier immediately so they can discuss the options available and find a solution that works for you. These include:
· reviewing bill payment plans, including debt repayment plans
· payment breaks or reductions in how much you pay
· giving you greater time to pay
· in some cases access to hardship funds
Information on the employment and financial support announced by the government on 20 March is available on GOV.UK. This includes the Universal Credit, Employment and Support Allowance and your rights if your hours are cut or you are laid off.
If you have an urgent energy problem (e.g. power cut, gas leak or energy meter problem)
You should contact your energy supplier straightaway, or in the case of a power cut, you can telephone: 105 (a free phone number) or visit powercut105.com
You need to tell them if you are unwell or self-isolating but energy suppliers and network companies have put in place plans to ensure safety-critical home visits can be done if they are needed.
If your meter is outside, it maybe helpful for you to leave your meter box unlocked if it's safe to do so.
If you have a non-urgent issue
You should check your supplier’s website for advice - if you are able to. Most suppliers are regularly updating supporting service information and frequently asked questions relating to the coronavirus national emergency through these channels, as well as via their contact centres.
This will help ensure the most vulnerable can get through to contact centres to get the help they need.
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