COVID-19

Coronavirus (COVID-19) – help us to help you

Covid-19 is a huge challenge for everyone. In view of the current situation, we want to reassure you that we are taking all necessary measures to help ensure the safety of customers and our team.

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’re as prepared as we can be.

To find out more about how the government is responding to the latest coronavirus outbreak and for the latest energy update from them, please visit:

COVID Energy Advice

General Questions

Will my energy supply continue as normal?

Yes, your supply will continue as normal. We’re taking lots of steps to make sure it’s protected.

How will your service be affected by coronavirus?

We have taken the decision to close our offices and support our colleagues to work from home where possible. Through this time, we will need to help more customers than normal, and this will cause some disruption. You may experience increased call waiting times. Please bear with us, we’ll be doing everything we can to help and we thank you for your patience.

To help us, wherever possible please submit readings and manage payments via your online account. This is so our team can prioritise vulnerable members and those who are self-isolating.

How is Go Effortless keeping customers safe during engineer visits?

Your safety is incredibly important to us, so we are taking a number of precautions. Until further notice, we have suspended any non-essential work. Where possible we are encouraging everyone to submit meter readings online.

If an engineer needs to come to your home, we will ask the following questions:

•  Has anyone in your home been diagnosed with Covid-19?

•  Is anyone in your home self-isolating?

•  Is anyone in your home at a higher risk – i.e. over 70, diabetic etc?

If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next.

When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They will, of course protect you and your family members by keeping a safe distance – and we ask you to do the same.

How are you keeping your engineers safe from coronavirus?

Keeping our engineers safe is a top priority. That’s why we’re making sure they’ve all been given the latest safety advice. All non-essential work has been suspended for the foreseeable however our engineers may need to enter homes in an emergency. If this happens, and your household is unwell, they’ll be following extra safety advice. Our team will explain this to you when they speak to you.

Payments

I’m struggling to pay my energy bill. What can I do?

We understand that this is a really difficult time and lots of people might find themselves unable to pay their bills unexpectedly. So, if you end up struggling to pay for your energy, call us on 03333 444109 (Monday to Friday, 10am to 4pm). We’ll work through the options with you.

Where can I go to get more help if I’m struggling with my energy because of Covid-19?

These organisations all offer brilliant help and advice for anyone struggling to manage – or pay for – their energy:

Citizens Advice offers free and impartial advice.

Energy Saving Trust has lots of free practical help with cutting your energy use, and bills.

Step Change is a debt advice charity that can give you free help and advice.

Christians Against Poverty is a debt advice charity that can give you free help and advice.

Home Visits

Are you still going to be reading meters?

We have currently suspended all at-home meter readings – to protect both our customers and our teams. For people who are unable to update their meter reads themselves online, please call us on 03333 444109 (Monday to Friday, 10am to 4pm)

I have an appointment booked – will it still go ahead?

In line with government guidance, we are taking steps to minimise non-essential contact. That means we are postponing all non-essential appointments – such as meter readings, smart meter installations. We will continue to deal with emergencies on a priority basis, looking after the needs of our most vulnerable customers first.

So that everyone knows where they stand, we will confirm all cancellations either by email, telephone call or letter.

 We hope you understand. We’ll be back in contact to arrange a new appointment as soon as it’s possible to do so.

What if I have an emergency?

Our engineers can still help you but please let us know if you think you could be at risk of Covid-19 so we can take proper safety precautions to protect both you and our engineers. Call us on 03333 444109 and we’ll find a way to help.