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Keeping your energy flowing during Covid-19

During the coronavirus pandemic, the energy networks are keeping your energy flowing by ensuring you continue to receive a safe and reliable energy supply. Read on to learn more about how we're responding.

Nobody should be concerned about their energy supply. 

Since the outbreak of COVID-19, we have been working hard to keep your energy flowing, safely and reliably.

The energy networks continue to operate normally, even as we adapt the way we work and manage different types of lockdown nationally and regionally across the country.

Some things are a little different right now...

Before we come to visit you

If an engineer needs to visit your home, you will be asked some extra questions first. Questions like:

  • Is there anyone in your property with a confirmed case of coronavirus?
  • Are you or anyone else in the property in self-isolation on medical advice or following contact with someone who has the virus?
  • Is there anyone in your property who is shielding?

When we arrive

When an engineer arrives at your property, you can help everyone stay safe by:

  • keeping a two-metre distance from our engineer when they arrive at your door
  • checking their identification (every engineer carries one)
  • asking everyone in the property to stay in a separate room from our engineer (including family pets)

Reviewing safe practice

We're continuing to review industry best practice regularly, working with the UK Government and devolved administrations, the energy regulator Ofgem and our members. We'll keep this webpage up to date with the latest developments.

There's no change to the advice on what to do if you smell gas or experience a power cut

Frequently asked questions

  • I need extra help, what do I do?

    If you’ve received a letter from the NHS advising you to take additional measures to protect yourself from COVID-19 then you should consider joining the free Priority Services Register.

    The Priority Services Register provides additional services to people who may need extra support if there is a power cut or if they lose their gas supply unexpectedly. You can find out more about the register by contacting your energy supplier (the company which sends you your energy bill) or your local electricity or gas network company.

    We take the trust you put in us seriously, particularly if you’re living in more vulnerable circumstances. We’ll still offer additional tailored services and guidance to those who may need additional support during the coronavirus pandemic, including if you’re self-isolating. And, we’ll do this while following government guidance on hygiene and social distancing.

    Energy UK, which represents energy suppliers, has more information on their COVID-19 hub which details what suppliers are doing to help customers.

  • How is COVID-19 affecting energy supplies?

    The safety and reliability of energy supplies have been unaffected by COVID-19 but consumer behaviours changed, especially during lockdown. National Grid noticed things like Clap for Carers causing a spike in energy demand. You can read more about 4 ways lockdown life affected UK electricity use on their blog.

    Like other businesses, we are taking precautions to keep our colleagues and customers safe but this is having no impact on the safe and reliable supply of energy to homes and businesses across the UK and Ireland.

  • An engineer is due to visit but I’m self isolating. What do I do?

    If you are self-isolating, please let your energy network company know in advance if they are due to visit you. We’ll still come and help you in an emergency, but our teams will take some additional precautions to keep us all safe.

  • What if someone calls at my door?

    The energy industry has teamed up with Citizens Advice to remind the public of three simple steps to take if an unexpected caller arrives at the door. 

    1. Check their credentialsCompanies will do their best to say in advance that someone is coming to visit, but sometimes that's not always possible. If an engineer arrives at the door, they will always show identification which has a number and an expiry date.
    2. Contact the company. If you have any doubts, contact the company to verify the caller’s identity. Genuine employees won’t mind waiting.  
    3. Don’t feel pressured. If you’re still not comfortable, don’t let them in. Call someone – a family member, neighbour or friend who can help. Call the police on 101 or if you feel threatened, dial 999.

  • How are you looking after your teams?

    When our colleagues carry out their job, social distancing guidelines issued by the government apply. Our members have issued updated health and safety guidance to their teams and have taken steps to ensure networks remain resilient if employee absentee levels were to significantly increase. We’re also working closely with trades unions to ensure everyone is staying safe.

  • What are energy suppliers and generators doing?

    Energy UK, the body which represents suppliers and generators, has published an online Coronavirus hub which contains the latest updates from energy suppliers and generators within their membership.

Child wearing COVID-19 face mask

Information for industry and our members

Specific information for our members and those within the energy industry.

  • GB energy supplier credit facility information

    Great Britain’s energy networks offered eligible energy suppliers the ability to defer payment of network charges, in order to offer additional protection to customers, following a request by the energy regulator Ofgem. 

    Deferring the payment of network charges for some suppliers through a facility worth more than £350m was designed to help ease cash flow for these suppliers, reducing the likelihood of them leaving the market.

    The scheme opened to applications in June 2020 and closed on 9 September 2020.

    Ofgem confirmed the scheme would be available as a last resort option, once all other lines of credit had been exhausted and that suppliers and gas shippers may apply to access the scheme where they, their parent company or any other company within their group do not have an investment-grade credit rating and therefore had fewer options for securing financing.

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