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A smart meter by a kettle and cup of tea Smart meter in the kitchen by a kettle and teacup

HOW TO TOP UP A PREPAY METER WHILST SOCIAL DISTANCING

If you have a gas or electricity prepayment meter and are worried about being able to top this up, speak to your supplier about options available. This might include:

  • nominating someone to top up your meter for you,
  • having additional credit added to your meter or,
  • being sent a pre-loaded top-up card.

SUPPORT FOR CUSTOMERS WITH CREDIT METERS

If you have a standard credit meter and are worried about affordability or are in energy debt then contact your supplier. Options might include:

  • changing your bill payment plan,
  • taking a payment break,
  • reducing how much you pay or asking for longer to pay off debts.

In some cases, they may be able to help you access hardship funds.

Whatever your situation, you won’t be disconnected during the crisis.

VULNERABLE CUSTOMERS

It’s really important that your supplier knows if you are in a vulnerable situation so they can include you on their priority services register. This includes people who are of pensionable age, have children under 5, a disability or long-term medical condition. Being on the register means that you will be prioritised in the event of a power cut and you will receive additional help such as password security or information in different formats.

If you find your supplier is busy then instead you could try registering with your Distribution Network Operator (DNO), the company that owns and operates the power lines in your areas. You can find your DNO’s contact details on your electricity bill or via this list from The Energy Networks Association. Contact your DNO and when prompted you can give permission for your data to be shared with your gas and electricity supplier.

If you have a power cut, call 105 for free.

WHAT BENEFITS ARE CUSTOMERS ENTITLED TO?

Make sure that you are claiming all of the benefits that you are entitled to. Visit the government's coronavirus page in England, Scotland or Wales or Citizens Advice for more information about these benefits. You can also contact NEA for a full benefit entitlement check via their Warm and Safe Homes Advice Service - you can call 0800 138 8218 for more details.

HOW SMALL CHANGES CAN REDUCE ENERGY BILLS

It’s important that you use the energy you need to keep warm, safe and healthy at home. Making small changes in how you use this can often have a big impact on bills. For more information on how to save energy and water visit Simple Energy Advice.

SWITCHING SUPPLIERS COULD REDUCE ENERGY BILLS

Switching supplier can save hundreds of pounds on your energy bills. Choose an online price comparison site which displays the ‘Ofgem confidence code’.

 

Please note that as energy suppliers are reporting high volumes of calls you may find it quicker to try online options of contact first if this is possible.

The Warm and Safe Homes Advice Service is run by charity National Energy Action. It provides advice to people struggling to afford their energy and water bills, either directly or via referrals from others.

NEA is an independent charity, registration number 290511. Company limited by guarantee. Registered in England and Wales No. 1853927.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that SSE is now responsible for Atlantic Energy customers, therefore we are connecting you with SSE.

We believe that Nabuh Energy is now responsible for Avid Energy customers, therefore we are connecting you with Nabuh Energy.

We believe that British Gas is now responsible for Breeze customers, therefore we are connecting you with British Gas.

We believe that SSE is now responsible for Brilliant Energy customers, therefore we will connect you with SSE.

We believe that SSE are responsible for Cardiff Energy customers, therefore we are connecting you with SSE.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that OVO Energy is now responsible for Economy Energy customers, therefore we are connecting you with OVO Energy.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Utilita is now responsible for Eversmart customers. Therefore we are connecting you with Utilita.

We believe that Scottish Power is now responsible for Extra Energy customers, therefore we are connecting you with Scottish Power.

We believe that Shell Energy Retail is now responsible for First Utility customers, therefore we are connecting you with Shell Energy Retail.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Octopus Energy is now responsible for Flow Energy customers, therefore we are connecting you with Octopus Energy.

We believe that Green Star Energy is now responsible for Future Energy customers, therefore we will connect you with Green Star Energy.

We believe Octopus are now responsible for GB Energy customers, therefore we are connecting you with Octopus.

We believe that Octopus Energy is now responsible for Gen4U customers, therefore we are connecting you with Octopus Energy.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Bulb Energy is now responsible for GnErgy customers, therefore we are connecting you with Bulb.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Octopus Energy is now responsible for Iresa customers, therefore we are connecting you with Octopus Energy.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that SSE is now responsible for Northumbria Energy customers, therefore we are connecting you with SSE.

We believe that Together Energy is now responsible for One Select Energy customers, therefore we are connecting you with Together Energy.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Utilita is now responsible for Our Power customers, therefore we are connecting you with Utilita.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe Octopus Energy are now responsible for Qwest Energy customers, therefore we are connecting you with Octopus Energy.

We believe British Gas are responsible for Scottish Gas customers, therefore we are connecting you with British Gas.

We believe that SSE are now responsible for Scottish Hydro customers, therefore we are connecting you with SSE.

We believe that SSE is now responsible for Southern Electric customers, therefore we are connecting you with SSE.

We believe that Nabuh Energy is now responsible for Snowdrop Energy customers, therefore we are connecting you with Nabuh Energy.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don't currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that EDF are responsible for Solarplicity customers, therefore we are connecting you with EDF.

We believe that SSE is now responsible for SWALEC customers, therefore we are connecting you with SSE.

We don’t currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that SSE is now responsible for The Leccy customers, therefore we are connecting you with SSE.

We don’t currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We don’t currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that EDF Energy are responsible for Toto Energy customers, therefore we are connecting you with EDF Energy.

We believe that Shell Energy Retail is now responsible for Usio Energy customers, therefore we are connecting you with Shell Energy Retail.

We don’t currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

We believe that Robin Hood Energy is now responsible for White Rose Energy customers, therefore we are connecting you with Robin Hood Energy.

We don’t currently have information from your energy supplier regarding their bookings for smart meters, but we will connect you to their website so you can contact them directly.

Please see the links below if you, or someone you know, needs the information on this page in alternative formats.