By nickihodgson - posted on March 19, 2020

Coronavirus Update

📢 Here is an update on our adapted service, in light of the Coronavirus (Covid-19) situation. We’ll keep this information up-to-date as the situation develops. We wish all the best to our service users and partners, and hope you stay safe and well.

Advice and support

We are still delivering advice and support remotely by phone and email, but our office is currently shut and unfortunately we will not be home visiting or delivering outreach for the time being. Please bear with us and if you can’t get through straight away please try again. We also have advice available online.

Prepayment meters

If you are a prepayment customer and are unable to physically top-up your meter due to sickness or self-isolation, or cannot afford to top-up because of reduced income or increased energy demand at home, please speak to your energy supplier about what they can do to help you. Money Saving Expert have collected information about what each supplier is currently offering.

Broken heating

Temporary heaters

We still have a stock of temporary electric heaters and where possible and safe to do so we will continue to deliver these to eligible households waiting for heating repairs and replacements. Advisors dropping off heaters will follow good hand hygiene practices and leave the heaters outside the door to minimise contact. Households will either have to move and set-up heaters safely themselves, or ask those visiting for essential services e.g. carers to do so. Advisors will then talk through how they work and how to use them over the phone.

Heating engineers

As far as we are aware local Buy with Confidence heating engineers are still working as normal to deliver their important service. They are checking with households that it is safe and okay for them to visit and are taking precautions e.g., wearing gloves. If you are at all concerned about engineers visiting your home and want to cancel or postpone, please let them know. Let’s show our support and understanding to these companies at a busy time, when they need to safeguard their staff and may have difficulties accessing parts.

ECO schemes

It is likely that ECO schemes will be affected, as survey and install often require visiting the home. If you have work booked, please check if it is still going ahead, and if you have any concerns about being visited let them know. If you are currently applying, please expect delays in hearing back and the progress of your application.

Be scam aware

Unfortunately in difficult times, fraudsters may take advantage of the situation. We would always recommend using accredited contractors and follow usual guidance for spotting and reporting a scam. Police advice: Don’t click on the links or attachments in suspicious emails and never respond to unsolicited messages and calls that ask for your personal or financial details.

Local helplines for vulnerable residents

Other local services 

Information and current services available

Useful links

Government and NHS


Mental health