This helped us prioritise and focus our limited levels of resources on ensuring we kept critical activities going for as long as possible and were able to continue to support those customers who need us most. Instead, we issued a general notification to all our customers explaining that we recognised we would not be able to deliver the same standard of service as we have in the past. When the pandemic began, we did not waste resources on sending individual notifications to our customers under these regulations. These steps are specifically designed to ensure we can safely continue to supply energy to the grid and our millions of customers and of course we are sure all our Customers will understand that we need to prioritise our resources to ensure we answer urgent enquiries from customers who are vulnerable or have a risk to their electricity or gas supply. The steps we have taken will minimise risks to all of us. So please be assured that we have detailed plans in place to ensure that we continue to deliver power and services to our customers and partners. However, these and other similar requirements relating to performance standards do not apply where there are circumstances of an exceptional nature beyond our control, as is the case now with the Coronavirus Pandemic.Īs Britains biggest generator of zero carbon electricity, we recognise we have a critical role to play in keeping the lights and heating on. In normal circumstances, these areas of service our covered by regulations such as the Electricity and Gas (Standards of Performance) (Suppliers) Regulations 2015. We apologise for any inconvenience this may cause. Guaranteed Standards of Performance Suspension during PandemicĬovid-19 is having an impact on our customer service – for example impacting how quickly we can answer calls, or facilitate switching or forcing us to postpone smart meter installations or meter reading visits.
CORONS METER HOW TO
Once our installer has completed the smart meter installation, they'll give you some useful advice on how to get the best out of your new smart meter and in-home display. You can also view smart meter in-home display guides on our website. If this is the case, we'll re-schedule your appointment. They'll ask if anyone in your household is self-isolating or displaying Covid symptoms. On the day of your appointment, our team will call ahead to check if it's still safe to visit. What happens if your appointment goes ahead? How we're installing smart meters safely video transcript (PDF 205KB) Watch our short video explaining the changes: ask if you and the people in your home or business wear face masks if you're in the same room as them.
CORONS METER INSTALL
Where appropriate they'll ask you to stay in another room during the install ask you to stay at a safe distance whilst they install your smart meter.wear surgical masks whilst they're in your home.Our smart meter installers will be taking strict precautions. Our top priority is keeping our installers and customers safe. We continue to follow the latest government guidance. We can offer debt advice and have a dedicated team who can help our customers with different services. So if you're worried about bills or managing your finances please get in touch with us so we can help you. If you're struggling to pay for your energy and need that extra bit of help, we want to make sure you know where to find it. You can then pay this back the next time you top-up your meter. There is emergency credit stored on your smart Pay As You Go meter and Prepayment meter in case you run out of credit and can't top-up for any reason. Take your card or just your top-up ID along to your nearest PayPoint.Top up any time using our 24-hour automated phone line.Other ways to top-up your smart Pay As You Go meter:
CORONS METER DOWNLOAD
Prefer to use our mobile app and manage your payments this way? Download the app from the Apple App Store or from Google Play Store You can also set up low-balance alerts to help you manage the balance on your meter and add a payment card so you can just automatically top up. Log in to MyAccount now or register to start using MyAccount (you'll need your EDF account number to sign up). If you've upgraded your Prepayment meter to a smart Pay As You Go meter then you should be able to top up anywhere at any time via our online portal MyAccount.
CORONS METER UPGRADE
Want to upgrade to a Smart Pay As You Go meter? Find out about upgrading your meter.Ĭustomers with Smart Pay As You Go meters If you need to talk to our dedicated prepayment team you can call us on 03 (2) or contact us via WhatsApp on 07480 802942 or text us on 07481 341928 and we’ll get back to you. You can add credit to your key/card at one of more than 50,000 Payzone, PayPoint and Post Office locations.