Dear readers I’ve been chasing down all the major energy companies on Twitter and asking them what their emergency provisions are for people unable to go to a shop to top up an energy card or key.
It’s a very important issue because so many of us, myself included are stuck on prepaid meters. If we don’t top up we get cut off and then what are we supposed to do?
Are we expected to just put up with being cut off from everything or is there help out there?
So to find out I started tweeting the major energy companies straight away. It was extremely eye opening to see that so many people didn’t even think about this being a problem. On the other hand many people were concerned and have shared my tweets.
So far these are the responses, the response from British Gas has to be the worst. The best response so far has to be from Bulb Energy. EDF came second in both response time and gave a decent answer to my question.
Listed below are all the responses that I’ve had so far. If I get anymore responses I shall add them to this blog post.
Hi Charlotte, thanks for getting in touch. The current advice from Public Health England for people who are self-isolating is to ask friends, family members or delivery services to carry out tasks such as getting groceries, medications or other shopping. These tasks would include the topping up of non-smart prepay energy meters. In circumstances where this is not possible, we have existing measures in place to make sure ]supply will continue in the short term. We are able to preload keys and cards with credit that can be collected by a customer or someone that is helping them from a local shop or alternatively can be delivered in the post. Any credit provided will be collected back at a suitable rate agreed with the customer. We also operate a friendly non disconnection policy on most meters, this means that if a customer runs out of credit after certain hours the electricity will not go off until 9am the next day. The operates between the hours of Monday to Friday 6pm to 9am, Saturday from 6pm, anytime on a Sunday, until 9am Monday, anytime on a bank holiday, until 9am the next day. Many thanks
Hi Charlotte, customers may have enough emergency credit to last while they’re self-isolating at home. If they think they will run out, they should contact us to discuss their circumstances. We will work with them to find a solution. Thanks, Charlie
Hi Charlotte – This is a valid concern, we’ve advised prepay members to top up extra. If that’s not possible due to self-isolation or other potential issues we have a supply of keys/cards preloaded with credit. This is a new situation for us so our policy may evolve with time – M
Hi Lou – The preloaded key/card system comes with credit and is intended to help those who can’t have others top up for them. We’re following latest government policy and advice to ensure our own actions are up to date with developments – M
Hi, you may have enough credit to last you while your self-isolating at home. If you think you’ll run out of credit, contact us to discuss your circumstances and we’ll work with you to find a solution. Thanks, Leanne
Hi Charlotte, we’ll continue to ensure customers get the help and support they need. If you think you’ll run out of credit, contact us to discuss your circumstances and we’ll work with you to find a solution.