Our Commitment During COVID-19

The Coronavirus pandemic is affecting us all, but we would you to assure you that here at ESB Energy we are business as usual. We would like to thank all our customers for reaching out to us using their online portal, this enables our call centre team to continue helping the most vulnerable customers.  We have plans in place to provide care and support our customers during this time.

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 to make sure we are as prepared as can be.

Please keep our phone lines free for emergencies.

The Coronavirus outbreak means we are experiencing a higher level of calls. We would like to thank customers for using their online energy accounts as this allows us to help those who are most vulnerable and are in emergency situations.

We are asking all our customers, where possible to use their online accounts. You can register online through our website using your online account at https://my.esbenergy.co.uk/ Once you’ve logged on to your 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

In line with Government advice, meter readings which are undertaken for ESB Energy by our 3rd party metering partners have been suspended. This is in order to minimise all non-essential contact and protect our customers as well as our colleagues. So, it is even more important that you send us regular meter readings to keep your account in good shape. If you have SMETS 2 smart meter your readings will come through to us automatically and you don’t need to send them to us.

Appointments

In line with government guidance, 3rd party metering partners who work with us are taking steps to minimise non-essential contact.

That means they’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. They 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. All these steps are to ensure safety of our customers and our colleagues and minimise all non-essential contact.

Vulnerable Customers

If you are vulnerable and none of the members of your household can take a meter read, we will make a note of that on your account and use estimated read the bill you until things return to normal. We will then send an engineer to your house as a priority to get an up to date read on your account.

Emergency Appointments

You still will be able to receive help you if you have an emergency. An emergency is classed as meter being off-supply, emitting unusual noise or smell. Please 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 engineers. Call us on 0345 607 0372 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, 3rd party partners who work with us 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.

Financial Difficulties 

We want to reassure our customers that we will not disconnect you during this period for non-payment of energy bills. We understand that some of our customers may find the current situation more challenging than usual. We’re here to help. If you are facing financial difficulty, we may be able to offer additional help.

If you need to self-isolate and this affects your income and ability to pay for your energy, we’ll discuss this with you and come to a suitable agreement. Please speak to us and we will work towards a suitable plan with you. We will judge this on a case-by-case basis.

Customer Care

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


FAQs