Emergencies

What should I do if I have an electrical emergency?

If you have an electrical emergency, please call 105 from your landline or mobile phone, free of charge. This gives you up to date information about power cuts and electrical faults in your local area.

If there is a high risk you should call the emergency services immediately.

You can also call 105 if you notice damage to electricity powerlines and substations that could put you, or someone else, in danger.

105 is a free service available to businesses in England, Scotland and Wales. For more information, go to Power Cut 105.

Once the Distribution Network Operator (DNO) has made it safe or advised you to contact your supplier, please contact us via webchat. During the week use our webchat service to speak to one of our friendly advisers between 9am to 5pm.

What should I do if I have a gas emergency?

If you've got a gas emergency you'll need to contact the National Gas Emergency Service immediately by calling 0800 111 999. Find out more on our emergencies page.

Problems paying bills

What if I can't run my business because of Covid-19 and I’m worried about paying my bills?

We understand that these are exceptional circumstances for everyone. We want to support you as much as we can and we’ll work with you to find a way forward.

If your business is temporarily closed, we advise switching off any appliances to help reduce the energy used, and also reduce your bill. If you have a smart meter, which is sending us reads, your bill should be to your smart read. If you don’t have a smart meter, if possible, please take an up to date meter reading and submit this in your online portal when you are emailed for a read.

General information from Citizens Advice can be found on their website. Further support for small businesses potentially impacted by Covid-19 is available on the Government website.

For more information about other organisations who can help if you’re struggling to pay your bills: britishgaslite.co.uk/financial-difficulty

For details on how to save energy and reduce your bills see our energy saving tips for small business.

Metering appointments

My appointment has been cancelled. When will it be rebooked?

Our metering partner is scheduling smart meter installations for sites around the UK, please bear with us as we work through booking these back in.

In line with Government guidelines we may need to reschedule appointments due to local lockdowns, if so we will contact you to let you know and we'll be reviewing this on a regular basis.

How are we ensuring customer and engineer safety during metering appointments?

Our number 1 priority is keeping our customers and colleagues safe. We’ve begun scheduling metering appointments again following Government advice and we have steps in place to ensure both the engineer’s safety and our customers'.

When our metering partner contacts you to arrange an appointment they will ask a number of questions to make sure the appointment is safe to schedule. If you don't feel comfortable arranging the appointment at this time do let them know and they will contact you later in the year.

Our engineers are operating safely by wearing PPE equipment, washing hands on arrival and when leaving, staying 2m away from yourself, or anyone else on site.

We will continue to deal with emergencies on a priority basis, looking after the needs of our most vulnerable customers first.