Government agrees measures with energy industry to support vulnerable people through COVID-19

(From 19.03.2020) 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

  • if you have an energy problem (e.g. power cut, gas leak or energy meter problem)
  • if a supplier or network company needs to access your property and you are self-isolating
  • if you are struggling to pay your bills
  • regarding approaching your supplier about pre-payment concerns.

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.’

Due to the coronavirus (Covid-19) outbreak it has been necessary to cancel all of our planned energy events in order to protect the more vulnerable in our society, and to adhere to government guidelines.

Although we will no longer be conducting home survey visits, we are still available to offer advice and guidance if you are struggling to pay your energy bills.

Please get in touch on either 03456 037 636 or to speak directly to Annette on 07957 779 623.

We have funding to help reduce your energy bills!

If it’s a struggle to pay heating bills or to cover the cost of insulating your home, we can help you save money! There are grants available that you might not know you are eligible for! Please get in touch with us now on 03456 037 636 for more information.

Rural Coffee Caravan’s Warm Homes project is an initiative funded by East Suffolk Council and the Warm Homes Fund; offering free guidance and support to people in rural Suffolk. Our Rural Energy Officers are fully trained and DBS checked.

We can help with:

  • Personal advice to make your home warmer and more energy efficient, including free home energy surveys and advice
  • Getting your home properly insulated, including draught proofing
  • Practical help, assistance and advice on switching energy supplier which could save you hundreds of pounds
  • SMART meters – what’s all the fuss about? We explain the benefits and myths
  • Grants and benefits – you might be surprised to qualify for them
  • Emergency repairs to boilers and heating *
  • Community oil buying – how your neighbourhood can save money by buying together
  • An emergency fuel payment *
  • Loan of temporary heaters in an emergency
  • FREE first time central heating installation for homes which have never had a boiler and radiators *

(*conditions apply)

Come and chat to our Rural Energy Officers at our Energy Advice Cafes and Smart Meter Energy Events, happening now across Suffolk. You can find details of these by clicking the links in the list below, or by finding them on our Where We’ll Be calendar. Keep checking back, we’ll be updating the list and calendar as more events are booked in.

Alternatively, telephone the number above to speak to one of our team now – don’t wait until the colder weather sets in!

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