If you are having difficulty paying your gas and electricity bills during the current Covid 19 situation, the government has made it mandatory that support is made available to you through your energy supplier.
This could include –
- A reduction on your bill or payment break
- Giving you more time to pay
- Debt repayment plan
Energy meters are also not allowed to be disconnected during the pandemic.
Prepayment Customers
If you need to top up your prepayment meter but you are unable to do so, as you are self isolating, then you need to inform your supplier immediately.
Options from your energy supplier could include –
- Credit automatically added to your meter
- Someone being sent to top up your card
- A preloaded gas or electricity card being sent to you by post
If you have a smart meter then you should be able to top up online, by phone or app.
Check the Citizens Advice page for problems with prepayment
Vulnerable Customers
Suppliers must adhere to government guidelines in protecting customers and staff during this time.
If you or someone you know is vulnerable, has a disability or is of pension age, then it is important to let your supplier know. All energy suppliers in the UK have a Priority Services Register for people who may need further help, it is free to register.
For further energy help and information – OFGEM (Office of Gas and Electricity Markets)
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