Powering the nation and supporting households: our commitment to you
The energy sector is working hard to ensure that you receive reliable services and get the support you need during this difficult and unprecedented situation.
Today, energy companies are reiterating their commitment to supporting households during this difficult time.
We know more households than usual will be facing financial difficulties right now and suppliers are working tirelessly to identify those who need additional support, particularly those customers in vulnerable circumstances. Regardless of your energy company, we will be there in your time of need.
Our customer commitments:
- We will seek to identify and prioritise customers who may need additional support. If you need additional support, make sure you have told your energy company. There may be longer than usual telephone waiting times so you may find online channels such as live chat or apps a faster way to have your enquiry dealt with if these are available to you.
- You will be supported if you are impacted financially as a direct or indirect result of Covid-19. This could include reassessing, reducing or pausing debt repayment and bill payments if you are in financial distress based on your individual circumstance. Also, based on individual circumstances, proactive disconnections by suppliers have been suspended except in cases of safety, theft or for vacant properties.
- We will provide additional support to you if you are a prepayment meter customer. Based on individual circumstances, this could include extending discretionary credit or sending out a pre-loaded top up card or enabling you to nominate a trusted third party to collect discretionary credit from a shop for you.
- We will make information and advice clearly available. We will make sure clear guidance is available, as well as highlighting where there is additional support from groups such as the Money Advice Trust, StepChange and Citizens Advice for anyone struggling financially.