Ofgem Update

This afternoon I have received an update from Ofgem regarding the Coronavirus situation, which I have included below for information:

Coronavirus (COVID-19) and your energy supply

COVID-19 is a new illness caused by the coronavirus that can affect your lungs and airways. It’s a national issue and the government is leading the response to it. All official government advice is available at www.gov.uk/coronavirus. You can watch British Sign Language versions of government advice on the SignHealth website. For health information, please visit the NHS coronavirus pages.

Here you can find advice and answers to questions you may have on managing your energy supply during the outbreak. We will continue to update this information.

What is Ofgem doing?

We’re working closely with government to ensure the energy industry is taking all the necessary steps to serve the needs of customers, particularly people in vulnerable situations and people who may need to self-isolate at home.

Energy suppliers and network companies have plans in place to continue to provide energy. They are expected to closely monitor and follow government guidance, and will take timely decisions on how best to protect customers and staff, while delivering their services. The government has also launched an emergency package of measures with energy suppliers to ensure vulnerable people don’t face any additional hardships in heating or lighting their homes during the coronavirus outbreak.

If you have questions about your own situation, contact your energy supplier in the first instance. You can find their details on a recent bill or their website, or use the services in our guide Who is my gas or electricity supplier?

If you or someone you know is vulnerable, of pensionable age, has children under 5, a disability or long-term medical condition it’s important to let your energy supplier know. Each energy supplier keeps a Priority Services Register of people who may need additional assistance. It’s free to be added to the list.

If you are concerned about what the coronavirus means for you, there’s more advice on the Citizens Advice website.

Could coronavirus impact the supply of energy to me?

No. Your energy supply won’t be disrupted, and all suppliers and network companies are still working to the same rules and obligations we have put in place.

We know that response to the coronavirus situation may need to change quickly. We are in constant contact with government, industry and consumer groups so we can act to protect you if any problems arise.

We expect energy suppliers to continue delivering good customer service and consider how best to respond to customers, particularly vulnerable people, in a timely manner while following the government advice.

What should I do if I have an energy problem? (e.g. power cut, gas leak or energy meter problem)

Contact your supplier straightaway if you have an energy problem, such as a gas leak or faulty meter. Tell them if you are unwell or self-isolating.

Suppliers and network companies are putting in place plans and emergency response measures to deal with safety-critical home visits if they are needed. They are monitoring government guidance and will take timely decisions on how best to protect customers and staff, while delivering their services.

If you experience a power cut:

Telephone: 105 (a free phone number)
Visit powercut105.com
If there’s a serious immediate emergency risk, call the emergency services too.

Contact the Citizens Advice Helpline if you need additional help with an energy problem – for example with your bills or meters. They’re the official source of free and independent energy advice and support. Go to citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free. If you need more support if you feel overwhelmed, or are unable to deal with your supplier on your own because of personal circumstances, they may also be able to refer you to their Extra Help Unit. Learn more at https://ehu.org.uk.

We expect suppliers to have the safety, health and wellbeing of their customers as their central priority with a particular focus on risks to vulnerable customers or where customers are at risk of going off supply or have gone off supply. If you are concerned or worried about the actions of your supplier or network company, contact them to explain the issue straightaway. Many have set up special consumer response teams to support customers during this period of uncertainty.

What should I do if a supplier needs to access my property and I am self-isolating?

If you are concerned or worried about the actions of your supplier or network company, contact them to explain the issue straightaway. Many have set up special consumer response teams to support customers during this period of uncertainty.

Suppliers and network companies are putting in place plans and alternative arrangements to deal with routine activities, such as meter readings at homes where occupants are self-isolating.

If your supplier contacts you to visit your property, tell them if you are unwell or are self-isolating. If your meter is outside, it may also be helpful for you to leave your meter box unlocked if it’s safe to do so.

Suppliers must monitor and respond to government guidance on self-isolation and health and safety, and take timely decisions on how best to protect customers and staff while delivering their services. We expect them to have the safety, health and wellbeing of their customers as their central priority with a particular focus on risks to vulnerable customers or where customers are at risk of going off supply or have gone off supply.

Contact the Citizens Advice Helpline if you need additional help with an energy problem. They’re the official source of free and independent energy advice and support. Go to Citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free.

If you need more support if you feel overwhelmed, or are unable to deal with your supplier on your own because of personal circumstances, the Citizens Advice Helpline may also be able to refer you to their Extra Help Unit. Learn more at: https://ehu.org.uk.

Are smart meters still being installed?

Under the current government advice, energy suppliers can still install smart meters. We expect suppliers to monitor government guidance and adapt their approach as circumstances change.

We have issued guidance on the minimum steps that suppliers should be taking to protect customers and staff. For example:

Ahead of a smart meter installation visit, your supplier should contact you and establish i) whether there are any people in the household who are more vulnerable to COVID-19 infection (e.g. those aged over 70 or with underlying health conditions) ii) whether your household is self-isolating in line with government guidance.
If yes, unless an emergency meter exchange is required to keep you on supply, we advise that the installation visit should not go ahead. Emergency metering work should still proceed.
All installers should follow Public Health England guidance, such as avoiding close contact with you and washing their hands regularly.

If you become unwell or are self-isolating, contact your supplier to tell them. You can postpone or rearrange your installation appointment if you want to.

How can I top up my prepayment meter if I am self-isolating?

You should tell your supplier straightaway if you can’t top up your meter. This includes if you are ill with coronavirus or following guidance to stay at home and self-isolate, and if you don’t have anyone to help you.

The government has launched an emergency package with energy suppliers to ensure you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak. Customers with prepayment meters who are self-isolating or unable to leave their home can now speak to their supplier on the options. This may include:

someone being sent to top up your prepayment card or token
having funds added to your meter credit
having a preloaded gas or electricity card sent to you in the post.

No credit meters will be disconnected during the outbreak.

Suppliers must tell you:

what customer service support is available, particularly if you are vulnerable
how you are supported if you can’t top up or could go off supply.

If your meter is outside, it may be helpful for you to leave your meter box unlocked if it’s safe to do so, and if you need someone else to top it up. You may also want to arrange for a trusted person to take your top-up card to the shop if needed.

If your local top up shop closes, contact your supplier who can help. Paypoint.com and Payzone.co.uk list alternative vendors online, and the Post Office also provide top ups for some suppliers.

If you are a smart meter customer, you should be able to top-up remotely, such as by phone, mobile application or online.

Citizens Advice has published more detailed advice for prepayment customers.

For more advice, visit citizensadvice.org.uk/energy or call them on 0808 223 1133. Calls are free. If you feel overwhelmed, or are unable to deal with your supplier on your own because of personal circumstances, the Citizens Advice Helpline may also be able to refer you to their Extra Help Unit. Learn more at: https://ehu.org.uk.

What should I do if I am struggling to pay my bills?

The government has launched an emergency package with energy suppliers to ensure you don’t face any additional hardships in heating or lighting your home during the coronavirus outbreak. If you are struggling with money problems or are repaying a debt, options will include:

reviewing bill payment plans, including debt repayment plans
payment breaks or reductions in how much you pay
giving you greater time to pay
in some cases access to hardship funds

No credit meters will be disconnected during the outbreak.

If you think you can’t afford to pay for any extra gas or electricity used because you’re having to self-isolate at home, support will be available through your energy supplier.

Your supplier must take into account how much you can afford, and will explain your options.

For further general advice on household energy bill support, see our guide Who to contact if it’s difficult paying bills

If you are a business finding it hard to pay your bills, the government has published advice on support for businesses during the coronavirus outbreak. See also, the Citizens Advice Small Business Guide and advice from the Financial Conduct Authority.

I’m not sure who my supplier is. Who should I contact?

You can find out who your gas or electricity supplier is and their contact details on a recent energy bill or on a supplier’s website.

If you’re still not sure, use the services in our guide Who is my gas or electricity supplier?

Further support and advice lines

If after contacting your supplier you need further help, contact the Citizens Advice consumer helpline.

Citizens Advice consumer helpline (opens another website)
Telephone:03444 111 444- Monday to Friday, 9am to 5pm
Textphone: 03444 111 445

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