COVID - 19

Coronavirus Customer Information

During the coronavirus pandemic we are prioritising our work to make sure you continue to receive a safe and reliable supply of heating and hot water, whilst also making sure that we keep both our customers and our colleagues safe.

Are you concerned about your heating or hot water supply?

If you have any concerns about your heating or hot water supply, particularly your ability to pay your bill or top up your Pay As You Go meter, please get in touch with us as soon as possible so we can discuss your options and what we can do to help.

0330 324 0018 (local rates apply)
Monday to Friday 8am-5pm.

Supporting customers during this time

Please be aware that we will always try to answer your call as quickly as possible, however at the moment our call centre may be busier than normal. Before calling, we would always recommend first having a look at our help section where you will find answers to some of our frequently asked questions, as you may find the information you need here.
To find the answers to some of our frequently asked questions just click on the red help icon in the bottom right hand corner of your screen and then enter your question in the search bar.

Carrying out works during the pandemic

If you see us near your home, please be assured that the work which we are doing is important. If we do need to enter your home to carry out any work, we will need to ask you some additional questions to make sure that we keep everyone safe. If it is safe for us to enter your home and carry out any work, we will always follow the Government’s recommended guidelines to keep you and our engineers safe.
We will not be carrying out any work in properties where a member of the household is isolating or shielding from the virus, unless the work is essential to protect the safety of our customers.

Looking after those in greatest need

If you are an 'at risk' person who has received a letter from the NHS advising you to take additional measures to protect yourself from COVID-19, then we recommend that you getting in touch with us to be added to our Priority Services Register. Our Priority Services Register provides free additional services to customers in vulnerable circumstances should there be any loss of supply.
To find out more about our Priority Services Register please Click here
We will continue to review our approach as the Government's response to the coronavirus pandemic develops to make sure that we safeguard the health and wellbeing of our customers and colleagues, while maintaining a safe and reliable supply of heat.

Contacting us in an emergency

If you experience any problems with your heating and hot water, you're best to report it to us by calling our Customer Care Team. Speaking to you in person helps us to try and diagnose the problem remotely and will help us to get an engineer out to you as quick as we can to fix it.

Non urgent issues - Monday to Friday 8am-5pm
0330 324 0018 (local rates apply)

Emergencies – 24/7
0330 324 0018 (local rates apply)

Additional support and information

Most charities and helplines are still operating a remote service via telephone helplines or their websites. An update on their services as well as advice and guidance in relation to the current Coronavirus situation can be found via the following links:

UK Government

Information and guidance on Coronavirus and the support the Government is providing can be found here

Citizens Advice

Has updated their website to provide information on Coronavirus here
The UK Government has announced a package of measures to support people facing difficulties as a result of Coronavirus. A summary of the support available can be found on the Citizen’s Advice webpage here

Age UK

A dedicated charity helping older people. They have advice on Coronavirus here


This is a very unnerving time for everyone. Mind is a mental health and wellbeing charity that can provide support if you are feeling anxious or worried. More information can be found here

National Energy Action (NEA)

National charity on fuel poverty that delivers direct support to customers. While face-to-face support is currently suspended to reduce transmission of the virus, they are still operating telephone support. More information can be found here


A disability equality charity in England and Wales. They have prepared advice on Coronavirus here

National debtline

If you would like to speak to an independent organisation regarding debt advice, you may wish to contact National debtline – who can provide dedicated advice on debt. More information can be found here