The following information has been set up to let you know how the coronavirus pandemic will affect the way we're able to support you should you need to contact us.

We know that some of our customers may be concerned about how their energy supply and the service we offer could be affected by the Coronavirus pandemic.

Our website will always contain the most up-to-date information on this and we'll get in touch with you should we have any further updates.

Getting in touch


There are a number of ways you can get in touch, however in the first instance, make sure you have a look at our FAQs, which contain the answers to our most common customer queries. 

Don't forget, to give meter readings, access bills, amend direct debits or renew your tariff, you can use your My HUB account.


Contact form

For non-urgent enquiries, such as meter readings or billing queries, please complete the contact form on our website. In most cases, we'll respond to you within three working days.


Online chat

If you have a query that needs a quick response, the best option would be the online chat facility which is available on our website. Simply click on the chat icon which you'll find in the bottom right-hand corner of your screen when you're on our site, and a chat will begin.


Phone lines

Our phone lines will remain open, however we'd appreciate it if customers only call in the event of an emergency.  

We'd like to keep our phone lines as clear as possible for our more vulnerable customers, so please bear this in mind if you're considering calling and wherever possible use one of the options above.

Financial difficulties

It's possible that some customers may find themselves in financial difficulties as a result of the outbreak. With this in mind, we've drafted some FAQs for the support which is available:

Home customers

Business customers

Our COVID-19 risk assessment

In order for us to return to office working in line with Government guidelines, we've first had to complete a risk assessment. The Government's guidelines on this can be found here.

You can also access a copy of our Secure Workplace Certificate here.

Useful information

Home energy customers - Support for those affected by COVID-19

Citizens Advice Bureau - Coronavirus - what it means for you

Business energy customers - Apply for a Coronavirus Bounce Back Loan - COVID-19: guidance for employees, employers and businesses - Business Rates Holiday & Grants for Retail, Hospitality & Leisure sector - Small Business Grant Scheme - The deferral of VAT - Self-employed support


We'll contact all our customers with any significant updates which will affect their service. In the meantime, you'll find further information in our dedicated Coronavirus FAQs.

Last updated 04/05/2020