(First posted 19th March 2020)
Important News for people with Pre-Payment Meters who are concerned they may not be able to add credit during the coronavirus pandemic can be found on the GOV.UK website: (link to the full article here)
“New emergency measures with the energy industry have been agreed by the government to protect the domestic energy supply of those most in need during the disruption caused by COVID-19. Customers with pre-payment meters who may not be able to add credit can speak to their supplier about options to keep them supplied. This will benefit over 4 million customers.
This could 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. More broadly, 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 that are unable to top up their pre-payment meter are advised to contact their supplier immediately to discuss how they can be kept on supply. Ofgem recommends consumers leave the meter box unlocked if they need someone else to top up the meter. Smart meter customers should be able to top-up remotely, such as by phone, mobile application or online.”
This could mean that larger volumes of customers than usual will be trying to get through on the phone, so please be prepared for a larger than usual phone ‘queue.’
Ofgem‘s Coronavirus (COVID-19) and your energy supply page also has advice on managing your energy supply during the outbreak, including what to do
