Continuing to serve you through Covid-19

We aim to maintain a normal level of support for our customers, although with staff working from home, we may take longer to respond than usual. However, we have plans to reduce the impact.

Continuing to serve you

Our customer service team is now home based. The best way to contact us is to email your account manager - their email address is on your most recent bill. Alternatively call our switchboard on 01473 851949. There may be a slight delay in answering your call or responding to your email, but we’ll try our best to respond as soon as we can.

Metering work and smart meter installations

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In all areas, we'll continue to operate to the highest of safety standards. If we need to delay your smart and metering appointment, we’ll contact you to book or rearrange it in line with government advice.

We’re booking appointments for certain metering work, respecting social distancing and government guidelines. If you need an appointment, or you had one previously and it was cancelled, call 01473 855346 (Monday to Friday 8am – 5.30pm) or email

We can also book appointments for smart meter installations, helping more of our customers get automated meter reads. This means bills are based on actual usage (unless there is an issue with the signal), even if no-one is at the premises to take reads. We hope this can take one worry off your plate in uncertain times. To request a smart meter installation, please call 01473 372430 (Monday to Friday 8am – 5.30pm) or email

For all metering work (smart or otherwise), we’ll ask you a few questions to ensure it’s safe for engineers to visit your site. We’ll then get back to you with a date as soon as we can. Please bear with us as there may be some delays due to the pandemic.

You can read more about how we're protecting you, our colleagues and our partners in our risk assessments.

What does Covid-19 mean for the security of our electricity supply?

Our generation assets are part of the Critical National Infrastructure and we’re an Operator of Essential Services. We feel confident that we can maintain the security of our electricity supply. However, if you have an issue with your electricity supply due to a loss of power, please contact your local Distribution Network Operator by calling 105.

We recognise some organisations may struggle during this period of uncertainty, so if you’re having difficulty paying your bill, talk to us about what help is available from the Government. They’re providing support, including loans and grants. Visit the Government website or Business Debtline to find out more.

We’ll continue to follow Government advice, and keep you updated on any changes that take place as the situation develops.

If you’re having trouble paying your bill or have any questions, please get in touch.