The voice of the energy industry

energy Covid-19

This is the Energy UK COVID-19 information hub. Here we will share our latest press statements, as well as the information, support and advice for both industry and customers – from energy efficiency tips to staying safe from carbon monoxide at home.

Supporting customers

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.

 

Rebuilding the UK economy

Rebuilding the UK economy

A new report published on Monday 22nd June highlights the central role the energy sector can play in powe...

Supporting businesses

Supporting businesses

During this time of uncertainty Energy UK is supporting the broad range of the UK energy industry by maki...

Supporting customers

Supporting customers

Powering the nation and supporting households: our commitment to you The energy sector is working hard to...

Going further for customers and communities

Going further for customers and communities

Right at the beginning of the coronavirus crisis, all energy suppliers agreed additional measures to supp...

Advice for consumers

Advice for consumers

As providers of essential services, energy companies have contingency plans in place in order to ensure t...

Energy Efficiency Advice

Energy Efficiency Advice

If you are working from home, you are probably using more energy.  Energy efficiency can help you re...

Carbon monoxide safety

Carbon monoxide safety

Make sure you stay safe from Carbon Monoxide (CO) poisoning if you’re working from home or are in self-is...

Contact us

Contact us

Due to the ongoing coronavirus situation Energy UK is working remotely. All team members are available vi...

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