We understand Coronavirus (COVID-19) is affecting everyone, so we have come up with a list of frequently asked questions that should help you initially. We’ve been keeping an eye on the government of health’s website for Coronavirus. This page will show updated information on the situation. If you do require any further advice, please contact our team on 0330 041 4902 or email us at firstname.lastname@example.org. You can also contact us on live chat from 10am-7pm Monday to Friday
How do I top up my smart meter if I am self-isolating?
All SMART meter customers can top up via the Nabuh Energy app – this is available in all app stores or you can top up via the website at: https://nabuhweb.mysecurepay.co.uk/
We advise all SMART meter customers to consider texting a close friend or relative with your gas and electric top up card numbers so they are able to top up at a store for you, you can find these numbers on your top up cards. You can also call our automated top up line 0330 008 2138.
How do I top up my traditional meter if I am self-isolating?
If your meter is outside, leave your meter box unlocked so that someone else can top up on your behalf (if it is safe to do so).
Have a list close to hand of all friends and relatives within the area who can top up for you and if possible when topping up your meter, we advise that you try to top up more than what you normally would, where possible.
I’m a direct debit customer should I be worried about my supply?
No, as a direct debit customer you have a constant supply of energy to the property and will not go off supply. Please continue to supply meter readings if you have traditional meters, and to ensure your monthly direct debit remains active. You will still receive bills as normal.
I am unable to work due to COVID-19 and worried about paying my energy bills. What can I do?
We recognise and support customers who require additional support and reassurance during this time. Many customers who have been financially impacted or those that are in vulnerable circumstances should rest assured that we are committed to ensuring that their energy supply remains uninterrupted.
With this in mind, we are continuing to work alongside current Government guidelines.
It is important that you contact our customer services department on 0330 0414 902 to discuss your account.
I have a visit booked to have a meter fitted – can I change the date?
Yes – Please contact our customer service team on 0330 0414 902
How can you be sure the engineers are protected and not spreading the virus?
Anyone with symptoms or who have been in contact with someone infected has to isolate
I have been told to self-isolate – what do I do about my engineer visit?
We will call customer to ask relevant questions 2 days before would be cancelled off the back of that call – 14 days after call to reschedule
My appointment was cancelled – when can I rebook?
It will be safe to re-book 14 days after initial symptoms started call 0330 0414 902 to reschedule
How are you making sure your engineers are protected and do not spread the virus to customers?
The engineers have additional Personal Protection Equipment such as half masks, disposable gloves, safety glasses and disposable shoe/boot covers. They also have additional hygiene products including antibacterial wipes and hand sanitiser. There are new procedures to reduce risk in place for example not passing hand held devices to customers and establishing that engineers can sign on your behalf.
If you do have any queries or concerns, you can contact our customer service team on 0330 0414 902
Our opening hours are as follows:
Monday to Friday : 9:00am to 8:00pm
Saturday and Sunday: 9:00 to 5:00pm
You can also contact us via email at: email@example.com
If you require further financial support the government is offering help to those affected by Coronavirus. They have set out temporary measures to support those in need this includes:
Statutory Sick Pay (SSP) will be available from day instead of day 4; this is for eligible people who have been diagnosed with Coronavirus or those who are unable to work because they are self-isolating. They have also made Universal credit and contributory Employment and Support Allowance (ESA) easier to claim. You can find out more about Coronavirus and claiming benefits here.
For further help head over to Citizens Advice website.