Help for tenants with prepay energy meters
Tenants with prepaid electric and gas meters will naturally be worried about getting their prepaid keys and cards topped up if they can’t get out to do so.
While some suppliers have acted quickly, others have been a little slower to confirm their plans. Below, by supplier, are details of what they are able to do and how you can contact them.
British Gas
Hasn’t yet committed to sending out top-up cards or keys loaded with credit.
If you are in isolation and think you will use up your balance and emergency credit, you can contact British Gas, which has said it will find a solution on a case-by-case basis.
See its FAQs.
Call British Gas on: 0333 202 9802
EDF
EDF says it can post top-up cards or keys loaded with credit to your home.
EDF has advised people who are self-isolating to ask friends and family to help them top up. Where this is not possible, it says it can deliver ‘preloaded’ cards and keys – this balance will then be collected at a ‘suitable rate’ later.
Call EDF on: 0333 200 5100
E.on
E.on says it can post top-up cards or keys loaded with credit to tenants at home or send an engineer to top up their meter.
It says that if the electricity meter falls below 50p of emergency credit, or the tenant is off supply for gas, it can either send a card or key in the post, or it will send an engineer round to top up. However, it advises to top up a little extra or ask a trusted person to help where at all possible.
See its FAQs.
Call E.on on: 0345 052 0000
Npower
Has not yet committed to sending out top-up cards or keys loaded with credit. Npower has said it is taking steps to maintain essential services and support for customers. However, it says details are still being developed and urges anyone in self-isolation who is struggling to top up to get in contact with it as soon as possible.
Call Npower on: 0800 073
3000
SSE
SSE has said it is working through its guidance now and will update ASAP.
Call SSE on: 0345 026 2658
Scottish Power
Scottish Power has published guidance on its website. Scottish Power has advised people who need to self-isolate to ask a friend, neighbour or family member to top up for them, and to add more credit to your meter than normal. Call Scottish Power on: 0800 027 0072
Bulb
Bulb says it can post top-up cards or keys loaded with credit to your tenant’s home. Bulb has advised people who self-isolate to ask friends and family to help top up. Where this is not possible, it says tenants can pay online and a preloaded card will be delivered. See its FAQ.
Call Bulb on: 0300 303 0635
Co-op Energy
Co-op is now run by Octopus Energy, which has said it is working through its guidance and will update asap.
Call Co-op Energy on: 0800
093 7547
E Energy
No statement as yet. Call E Energy on: 0333 103 9575
Green Network Energy Green Network Energy has said it is currently working through its guidance to customers and will update ASAP. Call Green Network Energy on: 0800 520 0202
Green Star Energy
No statement yet from Green Star Energy. Call Green Star Energy on: 0800 012 4510
Omni Energy
Omni Energy has said it does not have the facility to send out top-up cards or keys loaded with credit. However, it says it is not needed. It advises those who can top up in advance to build up credit on the meter, or ask a family member or friend to take their key or card to the shop for you. It also says it has emergency credit to maintain supply.
Call Omni Energy on: 0113
457 3219
Ovo
Ovo has said it is currently working through its guidance to customers and will update ASAP
Call Ovo on: 0330 102 7517
Robin Hood Energy
Has not yet committed to sending out top-up cards or keys loaded with credit.
It is advising customers to top up meters more than usual if able, and has said that it will always provide an “emergency support function” for prepay users. It also said it is working up a number of plans to help anyone struggling to pay or top up, which will be confirmed shortly.
Call Robin Hood Energy on: 0800 030 4567
Utilita
Hasn’t yet committed to sending out top-up cards or keys loaded with credit. However, Utilita’s main focus is smart prepayment, which allows people to top up remotely. If you’ve a nonsmart meter, it advises to top up more than usual or ask a friend or family member to help. It also says it has called all of its customers over the age of 80 and has advised them of how to top up. Call Utilita on: 0345 207 2000
The Utility Warehouse
The Utility Warehouse has said it is currently working through its guidance to customers and will update asap. Call The Utility Warehouse on: 0333 777 0777
Whether it’s a standard credit meter or a prepayment meter, energy suppliers are urging people to contact them via email or live chat first, where possible, with any non-urgent queries, to keep phone lines free for those with serious issues or in vulnerable situations.
And please, be extra cautious about who you let into the property. Always ask to see ID – either through a window or letterbox.
If you are in any doubt whatsoever, call the supplier to verify the identity of the engineer. You really cannot be too careful – whether the coronavirus is with us or not.