Our response to coronavirus (COVID-19)

UPDATE: 4pm, 19 March 2020

With advice and control measures around coronavirus (COVID-19) rapidly evolving, please be assured we are working hard to stay one-step ahead and continue to provide a full service to all our customers.

Our commitment and responsibility to customers has never been stronger and by using cloud-based digital solutions we are able to continue to provide a full service to everyone. You can still reach us through all our usual contact channels during our usual business hours.

We also take the responsibility of protecting our staff and their families very seriously too, so we are taking all necessary precautions and following Government guidance regarding travel and home working. Which means, where possible, our staff are now working from home. 

Our cloud-based software solutions allow our team the flexibility to work wherever required and provide continuity of service to our customers. These software solutions cover all our email, webchat and telephone services.

We are also conscious that this is an anxious time for many business owners, particularly SMEs, so we encourage you to talk to our team if you have any concerns. Here are some points to consider:

• If you are self-isolating or feeling the impact of social distancing, your energy usage may vary so please provide us with meter reads when you are able, to help improve the accuracy of your bill
• We expect face to face interactions with our customers to reduce so non urgent engineer visits may be postponed
• If you are experiencing financial difficulty, we can help by discussing the options available
• If the property has domestic occupancy too, please let us know
• It is important that we maintain communication with you so please check our records are up to date
• If you would like free and independent debt advice about energy or other bills, contact Business Debtline free on 0800 197 6026 from Monday to Friday 09:00 - 17:00.
• As an employer, you may find this Government information useful

UPDATE 24 March 2020: Please read our dedicated response to COVID-19 webpage, with all our latest advice and news surrounding our response to Coronavirus.

If you wish to get in contact, please see our Contact Us webpage to see how.