Please see our FAQ and contact page for advice and updates on the Coronavirus outbreak.

FAQ's

Are you still open following the Covid-19 outbreak?

YES - We continue to be open.

If you do need to get in touch, our team will continue to answer emails and our live chat is available as usual.

You can also call us for free on 0800 288 9053 if you need to talk.

Please Note: In light of many of our staff working from home, hold times may be longer than usual.

I'm worried about paying my bills during the Covid-19 outbreak?

Extra Support

We are here to help and we are aware of the potential financial difficulties the virus may cause.

Direct Debits

With this in mind, we are making a commitment to ensure no customers Direct Debit payments are increased for at least the next 3 months.

If you are struggling to pay your bills, we are here to help you find a solution. Please contact us early so we can assist you in managing things.

Additional Financial Support

There is lots of advice and help for managing debt. Depending on where you live, you can receive free and impartial advice from the following organisations;

Citizens Advice Bureau or Citizens Advice Scotland
https://www.citizensadvice.org.uk/
03454 04 05 06

Scottish Debt Advice
https://scottish-debt-advice.org.uk/

0800 253 2042

National Debt Line
https://www.nationaldebtline.org/

0808 808 400

Stepchange
https://www.stepchange.org/debt-info/debt-consolidation.aspx
0800 138 1111

Will my energy supply be affected by the Corona Virus?

It goes without saying that it is a worrying time for everyone. Please be assured that whatever happens, your energy supply will not, at any point be affected.

What does self-isolation mean for people who don’t have symptoms?

If you have been asked to self-isolate because of your recent travel, but had no symptoms, make sure you report any cough, fever or shortness of breath to NHS111, telling them you are being asked to self-isolate because of coronavirus.

If you have been given a designated medical contact point, you can also call them for advice and they will talk you through the next steps

What can I do to reduce my risk of catching Covid-19?

There are things you can do to help stop germs like Covid-19 spreading:

  • always carry tissues with you and use them to catch your cough or sneeze. Then bin the tissue, and wash your hands, or use a sanitiser gel
  • wash your hands more often than usual, for 20 seconds each time with soap and water or hand sanitiser, especially when you:
    • get home or into work
    • blow your nose, sneeze or cough
    • eat or handle food
  • avoid touching your eyes, nose and mouth with unwashed hands
  • avoid close contact with people who are unwell