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Energy networks write open letter to customers

19 March 2020

Press contacts

ENA press office

+44 (0)7792 220 974
[email protected]

Now more than ever, we know you’re relying on us to keep you safe and warm at home.

Coronavirus tile  - reliable networks

Dear Customers,

Now more than ever, we know you’re relying on us to keep you safe and warm at home.

We look after your gas and electricity networks, and have well-practiced contingency plans in place so we can keep your energy flowing. We want to reassure you that we are prepared.

Keeping your energy flowing

In the UK we’ve got one of the most reliable energy networks in the world. There are over 36,000 of us working hard to keep your power on and your homes warm. As you would expect, we’ve taken steps to make sure that we keep your energy flowing: minimising access to our control rooms, splitting teams to reduce risk of cross-infection and by preparing to bring in additionally trained colleagues if we need them.

Looking after those most in need

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, including if you’re self-isolating. And, we’ll do this while following Government guidance on hygiene and social distancing.

Keeping our customers and colleagues safe

Keeping you and our teams safe is our priority. We’re working closely with government and public health bodies to make sure we work safely and in line with expert advice. If you have a power cut then call 105 or visit, and call 0800 111 999 immediately if you smell gas. If you are self-isolating or have symptoms of the Coronavirus let the call handler know. We’ll still come and help you, just take more precautions to keep you and our colleagues safe.

If government advice changes, you may see a difference in how we work. For instance, we may need to postpone activity that is not critical to keeping your energy flowing, and at times it may take us slightly longer to answer your call. But we will still be there for you when you need us.

We’re proud to serve communities across the United Kingdom and will do everything we can to rise to this unprecedented national challenge. With your support and working together we can keep the energy flowing and keep our communities and colleagues safe.


Notes to editors

Energy Networks Association has set up to provide the latest information on how the energy infrastructure companies are responding to the coronavirus outbreak.

Commitment from energy suppliers

The energy industry is working together to keep customers safe and warm. Today, energy suppliers have also agreed proposals to ensure vulnerable customers remain supplied with energy while in self isolation. Measures include ensuring prepayment and pay-as-you go customers remain supplied with energy through challenging times and supporting all customers in financial distress. The industry agreement was signed by all UK domestic suppliers and will come into force immediately. For further information on this agreement, please contact Energy UK.

About Energy Networks Association

We’re the industry body for the energy networks. Our members own and operate the wires and pipes which carry electricity and gas into your community, supporting our economy. The wires and pipes are the arteries of our economy, delivering energy to over 30 million homes and businesses across the UK and Ireland. To do this safely and reliably, the businesses which run the networks employ 45,000 people and have spent and invested over £60 billion in the last eight years.

Learn more about how the energy networks operate and who we represent.

Press contacts

ENA press office

+44 (0)7792 220 974
[email protected]