Important information for prepayment customers

You will no doubt be aware of the ongoing Coronavirus outbreak, and the increased planning that many countries are undertaking to help to tackle the spread and impacts of the virus.

As a responsible energy supplier we’re naturally reviewing our plans for what will happen if the Government introduces social distancing measures, or if our business has to work with a reduced workforce or are forced to close our offices for a period of time.

What does this mean to you?

As a prepayment customer, where your energy supply is dependent on having credit on your meter, there is an increased risk that you may not be able to top up your meter as you would normally do if businesses or shops close.  As your energy supplier we’ll always endeavour to provide at least an emergency support function for our prepayment customers but we are also having to try to plan for a situation where we may not be able to due to issues outside of our control.

What can you do to prepare?

Although all this is only a precautionary measure at this stage we are recommending that prepayment customers top up their meters, if they are able too. This will build a credit balance on your meter and lessen the chances of going off supply. You can do this by taking your top-up card to any PayPoint outlet. It is very important that you keep your receipt from your top-up at the PayPoint outlet. You can find your nearest PayPoint retailer here.

If you are a smart prepayment customer you can top-up your smart meter online here.

If you require any further assistance please contact our customer service team at