Your questions about COVID-19 & your energy answered
Latest Update 06.01.21
Coronavirus (COVID–19) common questions answered FAQs
With the current coronavirus pandemic (COVID-19), we appreciate and recognise that this is a challenging time for you. You may have some questions on how this may affect your energy supply and your bills. Below are some frequently asked questions relating to the current situation.
In October 2020, we made the difficult decision to close our customer service phone lines to protect our team, and our team had been working from home communicating via email and Live Chat. We have since reopened our phone lines, which are available Monday – Friday 09:00am – 18:30pm. We are still available via email and you can contact the team by emailing email@example.com during certain times during the day answer times maybe slightly longer, but please bear with the team we will endeavour to answer all calls as soon as possible.
Is there any risk to my energy supply to my home?
There will be no changes to the gas or electricity supply to your home. The energy industry has plans in place with critical partners to continue to deliver energy to your home as normal.
Is there any reduction in the customer service that is offered by the Utility Point Team and what contact details should I use?
There is no reduction to the level of service we offer and our communication channels are back to normal operations. We have seen an increase in customers needing assistance and support, our team are working hard to answer queries as soon as possible so, please bear with us during this unprecedented period and we would like to thank you for your continued understanding.
You can contact our team via the details below:
Will someone come to my home to read my meter?
Keeping our customers and our team safe is our main priority.
We urge our customers that can safely take readings to do so and update these via your online portal. If you are on our priority service register and you do not have someone in your household to read your meter for you, we will be in contact in due course to rearrange a visit to obtain a reading.
What happens if I am off supply?
For electricity emergencies, you will need to contact your local disruptor if there is an electrical emergency or power outage at your home by calling 105 from your mobile or landline free of charge.
For gas emergencies, please call the Gas Emergency Hotline 0800 111 999.
If there is an issue with your meter, you can contact the Utility Point team by calling 0345 216 0012 between 09:00 am – 18:30 Monday to Friday or by emailing firstname.lastname@example.org and we will arrange for someone to attend your property. Please note, our emergency number and emergency email address are only for customers that are off supply. Any calls relating to a non-emergency query will be directed through to our alternative contact routes.
If you think you may have coronavirus (COVID-19) or are self-isolating due to having similar symptoms, it’s important you let us know so we can better inform our agents and ensure they are fully equipped with protective clothing when attending your home.
This will not affect us attending your property and we will do everything we can to have you up and running as soon as possible.
Will my meter exchange still go ahead?
We will be continuing with any appointments that have been booked and are safe to do so whilst adhering to social distancing and any relevant lockdown rules/guidance. Should your appointment need to be cancelled and rearranged, one of our team will be in contact to advise you.
What do I do if I am having difficulty paying for my energy?
If you are finding it difficult to make your payments, please contact our dedicated Payments team on 0345 557 7878 selecting option 4 or email email@example.com. We will be completing reviews on an individual case basis, taking into consideration any change of circumstances to offer as much support as possible. It is important that you do not just cancel your Direct Debit without contacting us.
You can also receive independent advice from Citizens Advice Consumer service by visiting www.citizensadvice.org.uk/energy or by phone on 0808 223 113 or consumer service Welsh Speaking 0808 223 1144.
You can also visit Energy Saving Trust at https://energysavingtrust.org.uk/home-energy-efficiency/financial-support for information regarding financial support and information regarding grants.
Can I still switch suppliers?
You will still be able to switch to Utility Point with no issues or concerns and this option will not be affected. The team will continue to support you with your transfer and answer any questions or concerns. You can contact the Utility Point team by emailing firstname.lastname@example.org.
Help for vulnerable customers
The Priority Services Register (PSR) is a free service provided by Utility Point to our customers who are affected by any of the circumstances below. You can apply for the Priority Services Register (PSR), or a family member/carer can apply on your behalf.
– Chronically sick
– Living with dementia
– Of pensionable age
– Living with children under 5
– Experiencing mental health issues
– Living with learning difficulties
– Unable to speak English
– Temporarily experiencing difficulty due to life-changing events (things like an operation, pregnancy, redundancy or bereavement)
Please visit our Priority Services Register (PSR) to learn more and register for this scheme.
We will be completing reviews on an individual case basis, taking into consideration any change of circumstances, to offer as much support as possible.
You can also independent advice from Citizens Advice Consumer service by visiting their website or by phoning on 0808 223 113 or consumer service Welsh Speaking 0808 223 1144.
You can also visit Energy Saving Trust for information regarding financial support and information regarding grants.