Energy bills

HM Government COVID-19 guidance on energy industry measures

More government information on energy industry measures to support vulnerable people through COVID-19 can be found here.

***Please find below a summary of the key points from government guidance. However, be aware this information was last updated on Monday 23rd March. While it will be updated as and when there is new information, please bear in mind that it may be out of date by the time of reading and you should always check the government's live guidance.***

New emergency measures with the energy industry have been agreed by the government to protect the domestic energy supply of those most in need during the disruption caused by COVID-19. These is an industry wide agreement signed by all UK domestic suppliers and will come into force immediately.


Disconnection of credit meters

Disconnection of credit meters will be completely suspended.


Financial difficulties

Any energy customer in financial distress will also be supported by their supplier, which could include debt repayments and bill payments being reassessed, reduced or paused where necessary, while disconnection of credit meters will be completely suspended.


Prepayment meters

Customers with pre-payment meters who may not be able to add credit can speak to their supplier about options to keep them supplied. This will benefit over 4 million customers. This could include nominating a third party for credit top ups, having a discretionary fund added to their credit, or being sent a pre-loaded top up card so that their supply is not interrupted.

Customers that are unable to top up their pre-payment meter are advised to contact their supplier immediately to discuss how they can be kept on supply. Ofgem recommends consumers leave the meter box unlocked if they need someone else to top up the meter. Smart meter customers should be able to top-up remotely, such as by phone, mobile application or online.


Page last updated 23rd March 2020.