Coronavirus (COVID–19) FAQs

Coronavirus (COVID–19) FAQs


Latest Update 07.10.20

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 July, we made the decision to return to our offices after consultation with our teams, however following the latest developments and the decision by the Government to raise the COVID -19 Alert Level back up to level 4, we have had to again make the difficult decision to close our call centre for the foreseeable future. Our team will now be working from home, and although we will only be able to provide limited telephone support, our team will still be available to offer the high level of service that our customers expect from us.

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?

Following the latest announcement and updates regarding the restrictions, our team is now working from home and although we will only be able to provide limited telephone support, we will still be available to offer the same high level of service that our customers have come to expect. 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:

  • Email enquiries to help@utilitypoint.co.uk
  • Live Chat via www.utilitypoint.co.uk. Monday — Friday 09:00–18:30.
  • Payment enquiries, please ring 03303 201 630. Please note our dedicated payments team will only be able to assist if you are having difficulties with making payments or making payment arrangements.
  • For emergencies only – Should you find yourself with no gas or electric, please ring 0345 2160012 between 09:00–18:30 or email emergencies@utilitypoint.co.uk

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 electricity 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 team by calling 0345 216 0012 between 09:00 am – 18:30  Monday to Friday or by emailing emergencies@utilitypoint.co.uk  and we will arrange for someone to attend your property. Please note, our emergency number and emergency email address is 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 03303 201 630 or email collections@utilitypoint.co.uk. 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 team by emailing help@utilitypoint.co.uk or via Live Chat on our website.

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.

– Disabled
– Chronically sick
– Bedridden
– 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.

Helpful links to government advice and guidance

For advice on staying at home, click here

For guidance around social distancing, please click here

Please continue to follow medical advice and guidance provided by the Government and World Health Organisation (WHO) by visiting their website .