Coronavirus (COVID–19) FAQs

Coronavirus (COVID–19) FAQs


Latest Update 30.06.20

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.

Following the latest announcement and updates regarding the restrictions being eased our phone lines have been re-opened.  We have started to introduce our team back to the call center ensuring that we are following the recommended guidelines with social distancing, to keep our team and their families safe. Our contact number is 0345 557 7878 and is available  Monday – Friday 09:00 – 18:30. You can still contact us by email at help@utilitypoint.co.uk, or via Live Chat by visiting our website www.utilitypoint.co.uk

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?

Following the latest announcement and updates regarding the restrictions being eased our phone lines have been re-opened.  We have started to introduce our team back to the call center ensuring that we are following the recommended guidelines with social distancing. Our phone lines are available 0345 557 7878 Monday – Friday 09:00 – 18:30 and you can still contact us by email at help@utilitypoint.co.uk, or via Live Chat by visiting our website www.utilitypoint.co.uk.

Please bear with us during this transitional period, whilst the team will work hard to maintain our normal low waiting times, there may be slightly longer than normal wait times, whilst we are introducing the full team back to the office. We are still available by email at help@utilitypoint.co.uk, or via Live Chat by visiting our website www.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 are continuously monitoring the situation and we will start attending properties to read meters again shortly.

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 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 so 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 ensuring we get any appointments booked in as soon as safe to do so and we will be contacting our customers to advise.

What do I do if I am having difficulty paying for my energy?

It is important that if you are having difficulty to make payments to contact the team by telephoning 0345 557 7878 and selecting option 4, or by emailing collections@utilitypoint.co.uk. We will be completing reviews on an individual case basis and any change of circumstances, to offer as much support as possible.  It is important to not just cancel your Direct Debit without contacting us.

You can also 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 this service is not 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

Help for vulnerable customers

The Priority Services Register (PSR) is a free service provided by Utility Point to our customers in need.  Customers that are affected with 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 https://www.utilitypoint.co.uk/psr/  to learn more about our priority service register and to sign up for this scheme.

We will be completing reviews on an individual case basis and any change of circumstances, to offer as much support as possible.  It is important to not just cancel your Direct Debit without contacting us.

You can also 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.

Helpful links to government advice and guidance

For advice around stay at home guidance please visit https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance

For advice and guidance around social distancing please visit https://www.gov.uk/government/publications/covid-19-guidance-on-social-distancing-and-for-vulnerable-people/guidance-on-social-distancing-for-everyone-in-the-uk-and-protecting-older-peop le-and-vulnerable-adults

Please continue to follow medical advice and guidance provided by the Government and World Health Organisation (WHO) by visiting https://www.who.int/