We’re still here to support you
We’re now into the first few days of this new national lockdown, and we wanted to take a moment to reassure you that as your energy supplier we are here to offer our continued support and advice.
We have put together a list of Covid-19 FAQs which we will keep updated as often as we can to reflect the latest advice we can give. If you can’t find an answer to your question, we’re on hand to offer support as usual. Simply contact us here.
Manage your payments online
If you are financially affected by Covid-19 to the extent that you cannot pay all or part of your bill, know that we’ve got you covered. We rolled out a new feature in June which will allow you to manage your direct debit amount online, this feature is currently available in our online portal and is available anytime.
If you need to speak to someone regarding your payments, our customer service team are on hand, as always, Monday to Friday (09:00 – 17:30).
Paying your bill
Please be aware that if you do opt to reduce your direct debit payments, the energy you use will still accrue on your account balance, and you will still need to pay this in the future when it is more manageable. Just to be clear, we do not charge interest on any debt.
Any customers who can afford to pay should continue doing so. We will continue to pay 3% interest p.a. on all positive balances and encourage users to keep a positive balance to avoid building up any debt.
Working hard for you
Our team has continued to work remotely since 18th March, and we are incredibly proud of everyone’s effort to maintain the service we provide at the same level. Our average call wait time has been under one minute since we started working remotely - an achievement we’re particularly proud of. In related news, we’ve maintained our place within the top three of the Citizens Advice Customer Service Ratings for energy suppliers.
Smart meter installations
Your safety is our top priority and, in line with Government advice, we’ll continue to carry out smart meter installations in partnership with our expert installers Magnum Utilities. Enhanced safety measures have been in place since resuming installs in July. These measures will continue to apply for all installs and can be viewed here in our July blog post.
We’ll continue to request monthly meter readings in order to produce your bills. These can be submitted as usual through your online account, the Igloo App, or through our customer service team.
For vulnerable customers who are unable to read their meters themselves, or those customers who have not provided us with a reading for six months or more, we will continue to arrange home visits by one of our meter reading teams. These visits will follow enhanced safety measures which you can view here.
Air source heat pumps - home surveys & installations
We’ll also continue to safely carry out home surveys and installations for air source heat pumps for customers who want to heat their homes more efficiently and reduce their energy bills even further. There are a couple of options:
If you’re not comfortable with a home visit, our experts can also assess whether an air source heat pump can work for your home on a video call. This takes just 45 minutes.
Home visit surveys and installations
We take the following measures to make sure home visits and installations can go ahead safely:
Before entering your home, our engineers will thoroughly wash their hands, put on gloves and wear a face covering.
During the installation, we’ll keep up regular hand washing and follow the guidelines on social distancing.
After an installation, we’ll thoroughly clean any areas we work in, including wiping down any surfaces with which we come into contact using antiviral wipes.
If you want to discuss a booked survey appointment, you can reach our expert team on 0333 405 5555. If you’re interested in booking a free survey, you can call us on 0333 016 4500 or click below to speak to an expert.
As key workers, we know that our duty is to ensure your energy is one less thing to worry about. Please know that we are doing everything we can to support you and we hope you all stay safe.