Frequently Asked Questions

Will my energy supply be affected by the Covid-19 outbreak?

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.

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 103 2702 if you need to talk.

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

Our social media team is also on hand to help

If you need to update your meter readings or make a top-up payment, you can do this on your online account.

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

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.

Fixing Your Prices.

If you are on one of our variable tariffs you may want to fix your prices for 12 months. Our FIX’D tariff is one of the cheapest dual fuel fixed tariff in the UK for typical users. This tariff guarantees the price you pay for your energy will not increase for the next year. Please get in touch if you wish to change your tariff.

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
03454 04 05 06

Scottish Debt Advice

0800 253 2042

National Debt Line

0808 808 400

0800 138 1111

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

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.

Will my monthly Direct Debit stay the same?

We will only every ask you to change your Direct Debit payments if the amount you are paying does not reflect your actual use of energy. We'll know this by reviewing your account and identifying credit or debit balances.

For customers on a fixed tariff, the 'fixed' element means the price you pay for each unit of energy and daily standing charge will remain the same for the duration of your contract.

When you first join us, your monthly payment is estimated based on the information we received from your quote. Due to data protection laws, we only get access to your previous supplier's data after the switch completes. Sometimes, the information we receive can be significantly different to the figures entered at the quote stage and we will contact you detailing the requirement to change your payments.

If you think that the amount we have asked you to pay is inaccurate please do get in touch and we will be able to help.