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your utilities

Gas and electricity

What support will I get if I have a prepaid meter? 

If you are struggling to top up your prepayment meter, you should contact your supplier directly to discuss your options and alternative ways to top up your meter. Please see below the latest advice from energy providers. 

Supplier 

What can they do? 

How to get help  

British Gas 

 If you think you'll use up your balance and emergency credit and can't go out, contact British Gas and they will find a solution on a case-by-case basis. See their FAQs. 

Call 0333 202 9802 

EDF 

EDF says it can post top-up cards or keys loaded with credit to your home. 

 EDF has advised people who can't get out to ask friends and family to help you top up. Where this is not possible, it says it can deliver 'preloaded' cards and keys if you need to self-isolate – this balance will then be collected back at a "suitable rate" later. 

Call 0333 200 5100 

E.on 

E.on says it can post top-up cards or keys loaded with credit to your home or send an engineer to top up your meter. 

If your electricity meter falls below 50p of emergency credit, or you're off supply for gas, they can either send a card or key in the post, or send an engineer round to top up for you. However, they advise to top up a little extra or asking a trusted person to help. See its FAQs. 

Call 0345 052 0000 

Npower 

Npower are taking steps to maintain essential services and support for customers. However, the details are still being developed. They urge anyone in self-isolation who is struggling to top up to get in contact with them as soon as possible. 

Call 0800 073 3000 

Scottish Power  

Scottish Power has published guidance on their website. 

They have advised people who need to self-isolate to ask a friend, neighbour or family member to top up for them, and to add more credit to your meter than normal.  

Call 0800 027 0072 

SSE  

SSE encourage you to keep at least 14 days’ worth of credit on your meter in case you need to self-isolate. If you're unable to do this, please call and they can help by offering you a temporary credit or reducing any payments you're making through your meter.

Call 0345 026 2658 

Bulb  

Bulb can post top-up cards or keys loaded with credit to your home. 

They advise people who self-isolate to ask friends and family to help you top up. Where this is not possible, it says you can pay online and a preloaded card will be delivered. See its FAQ.  

Call 0300 303 0635 

Co-op Energy  

Co-op Energy is now run by Octopus Energy. They are working through their guidance and will update it ASAP.  

Call 0800 093 7547 

E Energy 

E energy have not given any guidance as of yet, however if you are struggling to top up your meter you should contact them to discuss your options.  

Call 0333 103 9575 

Green Network Energy 

Green Network Energy have advised people who need to self-isolate to ask a friend, neighbour or family member to top up for them, and to add more credit to your meter than normal.  

Call 0800 520 0202 

Green Star Energy  

They advise customers to top up with 14 days worth of credit. The maximum credit limit per meter at any time is £255.

If you are feeling too unwell to top up your meter, or if you are self-isolating and running low on credit, you can ask a friend, relative or neighbour to top up your key or card for you.​

Call 0800 012 4510 

 

 

Omni Energy 

Omni energy advise those who can top up in advance to build up credit on the meter, or ask a family member or friend to take their key or card to the shop for you. It also says it has emergency credit to maintain supply. 

Call 0113 457 3219 

Ovo  

Ovo advise if you’re struggling to pay for your energy, please call them and they will work through the options with you.

Call 0330 102 7517  

Robin Hood Energy   

Are advising customers to top up meters more than usual if you are able to, and has said that it will always provide an "emergency support function" for prepay users.

They have also told us they working up a number of plans to help anyone struggling to pay or top up, which will be confirmed shortly.  

Call 0800 030 4567  

Utilita  

Haven't yet committed to sending out top-up cards or keys loaded with credit. 

Utilita's main focus is smart prepayment, which allows people to top up remotely. If you've a non-smart meter, they advise you to top up more than usual or ask a friend or family member to help.  

Call 0345 207 2000  

The Utility Warehouse 

The Utility Warehouse is taking steps to maintain essential services and support for customers. However details are still being developed. They urge anyone in self-isolation who is struggling to top up to get in contact with it as soon as possible. 

Call 0333 777 0777  


What support will I get if I pay monthly? 

If you are struggling to pay for your gas and electricity, contact your supplier directly to discuss your options.  

Ofgem has told suppliers they "should continue to identify vulnerable customers and work to ensure their needs are met." It says this includes "taking a proportionate approach to debt recovery and late payments where appropriate". 

Providers will look at issues related to coronavirus on a case-by-case basis, but many will consider pushing back bill due dates, offer alternative payment arrangements & remove debt charges for late payment. 

Water

Please see the below advice from United Utilities if you are struggling to pay your water bills. 

If you're struggling with your water bill payments due to Coronavirus, please don’t panic – give United Utiliies a call on 0800 072 6765 or complete the  struggling to pay form . They have a range of support schemes available depending on your specific circumstances. They're already helping more than 100,000 customers in this way, so you’re not alone. Struggling with your water bill due to Universal Credit? Let us help, we can delay your water bill payments due to your first Universal Credit payment arrives.

Payment break 

If you’re struggling with your bill due to losing your job or having to pay out for an unexpected household emergency, the Payment Break scheme can help by delaying your payments for an agreed period of time. 

Financial support  

If you're struggling with your water bill payments due to Coronavirus, please don’t panic. They have a range of support schemes available dependent on your circumstances, for more information about the schemes click here. 

Priority Services 

If you or any of your family and friends have particular health issues and haven’t yet registered for Priority Services, then please click here so they can be aware of your needs and support you in terms of your water services. If you know someone who isn’t online then you can register them on their behalf. 

Keeping in touch 

United Utilities continue to provide various ways for you can contact them online, via social media, their mobile app and their online account management service via www.unitedutilities.com. The phone lines continue to remain open as normal if you do wish to speak to them directly. 

They have many ways of keeping customers up to date including their website, social media feeds and an automated telephone message service – they will use these to keep customers updated as the situation evolves. 

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