Our commitment to customers during COVID-19

In light of the current COVID-19 situation, we want to assure you that it is business as usual at ESB Energy.

We know coronavirus is affecting all of us in different ways. We have plans in place to ensure that we can support you during this time, keep you on supply and provide you with the same level of care and service that you’re used to.

 

The current situation

In view of the current situation relating to coronavirus, we want to reassure you that we are taking all necessary measures to keep our customers on supply and to help ensure their safety as well as the safety of our colleagues, and the people they may meet as part of their work activities.

Please be assured our teams are working closely with government, health organisations, the energy regulator Ofgem and consumer advice organisations to ensure we continue to follow the very latest advice and we are as prepared as we can be. 

Please keep our phone lines free for emergencies

The coronavirus outbreak means we’re getting lots more calls than normal. Please help us to make sure we can be there for those who need us most by only calling us if you have an emergency.

Managing your energy account online means our call centre staff can help vulnerable customers and emergencies faster.

We are asking all of our customers, where possible, to register their online account through our website at https://my.esbenergy.co.uk/.

We would appreciate it if you use this as your primary channel of support, leaving our phone lines free for customers who need our help the most.

Once you’ve logged in to My Account, you’ll be able to view all communications, payments and previous bills as well as submit meter readings.

These are just a few of the many things that you can do on your online account:

  • Submit your meter readings
  • Review previously submitted meter readings
  • View and pay your bill
  • See information about your tariff
  • Manage your marketing communication preferences

During the coronovirus outbreak we will not be sending engineers to take routine meter reads at your property. This is in order to minimise all non-essential contact and protect our customers as well as our colleagues. Therefore, it is even more important that you send us regular meter readings through your online account to ensure you're billed correctly.

If you have a SMETS 2 smart meter your meter readings will come through to us automatically, so you don’t need to send them to us.

Appointments

In line with government guidance, we’re taking steps to minimise non-essential contact.

That means we’ll be cancelling all routine appointments – such as annual service visits, meter reading collections and most smart meter installations – for all customers to limit the potential exposure to coronavirus. We will continue to deal with emergencies on a priority basis, looking after the needs of our most vulnerable customers first.  All customers with scheduled appointments will be contacted to advise them of the appointments being postponed.

During this time we won’t be able to come to your property to take your meter readings. This is to ensure the safety of both our customers and our colleagues and minimise all non- essential contact.

If you are vulnerable and none of the members of your household is able to take a a meter reading, we will make a note of it that on your account and use estimated meter readings for the time being. We will then send an engineer to your house as a priority to get an up to date meter reading.

Emergency appointments

Our engineers can still help you if you have an emergency. However, we would appreciate it if you could let us know if you think you could be at risk of COVID-19 or are self-isolating so we can take proper safety precautions to protect both you and our engineers. Call us on 0345 60 70 372 and we’ll find a way to help.


Smart meter installations

In response to the recent outbreak of coronavirus and the latest advice from government and health officials, we have made the decision to stop fitting smart meters for the time being. We must take all necessary steps to help ensure the safety of our customers and our colleagues during these challenging times.

We’ll be contacting customers who already have appointments booked to let them know their appointment is cancelled. When the time is right, we’ll start contacting customers about smart meters again.


Customer care

We will continue to provide regular updates. If you have any questions or concerns in the meantime, please email us at help@service.esbenergy.co.uk. Our opening hours are 9am to 5pm from Monday to Friday.