Household energy advice for customers during the coronavirus lockdown
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People struggling to pay gas and electric bills have been told to keep in touch with their supplier during the coronavirus lockdown.
Coronavirusadvice.scot say energy companies are obligated to make allowances for vulnerable consumers when dealing with energy debt and maintaining consumers’ supply.
The website gives the following advice:
Prepayment meters
Many energy companies are offering to mail out top-up keys and cards to consumers who are impacted through self-isolation or those experiencing other problems. When this is not possible, some companies are also sending engineers to top up the meters for vulnerable consumers.
Topping up through smart meters can be achieved over the phone and online by contacting the supplier. This method also makes it easier for suppliers to provide help when required, such as affordability issues in topping up. Suppliers can temporarily turn prepayment meters into credit meters, which means it is less likely that consumers will go off-supply.
The advice provided by energy suppliers is to top up a little more than necessary if possible. This will ensure that if access issues occur, the supply will be maintained.
Credit Meters
Those who have credit meters, usually paid monthly or quarterly by bill, remain in a similar position to those on prepayment. Energy companies are reviewing issues with energy on a case-by-case basis during the coronavirus outbreak and are still bound by Ofcom definitions of vulnerable consumers, working to ensure their needs are met.
Consumers that are experiencing difficulties in paying for energy or who face losing power are advised to contact their energy supplier immediately to resolve any issues as soon as these become apparent.
