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COVID-19: Our customers’ wellbeing is our top priority.

We have been creating contingency plans to protect the health and wellbeing of our customers and staff to ensure we can continue to provide our services throughout the current public health situation.

In light of the recent measures taken by government, we have outlined our specific approach to delivering services to our customers and how we can help them to manage their accounts during this time:

Pay-as-you-go (PAYG):

Due to the current Government policy in effect and the closure of non-essential shops, cash payments at local PayPoint outlets may be disrupted. We therefore strongly advise our customers to use one of our alternative methods below:

  • Register online at You’ll be able to manage your account online, make a one-off payment or set up a regular / automatic top up.
  • Call our Customer Services number on 0333 241 4551 to make a one-off payment with a debit or credit card.

Accessing properties:

We have taken the necessary steps recommended by Public Health England to protect our customers and employees to ensure that we continue to provide heat and hot water with minimal disruption.

We are asking customers to let us know if they are currently self-isolating prior to arranging an engineer’s visit. Our engineers will follow strict hygiene procedures to minimise the risk of infection or contamination during their visits. We are constantly reviewing safety measures.

Before calling, please consider whether your request is urgent. We will make every effort to attend your property should you have a problem, however we would like to minimise engineer visits as much as possible during this time. The safety of our customers and engineers is our number one priority.

If you have any questions, our customer service team are here to help 0333 241 4551

Please stay at home & stay safe.