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Covid-19 customer advice

Unfortunately, due to the outbreak of the coronavirus, our customer service office is closed until further notice to protect the health and well-being of the staff.

As a responsible energy supplier, we have created this page to provide customers with help and advice. We are working closely with the government, health organisations, Ofgem and consumer advice services to ensure we continue to follow the latest advice.

We have now launched our emergency continuity plan to get as many of our employees working from home as possible. This will assist us to help our most vulnerable customers and those in an emergency situation. You can still contact our customer service team by email - customer.service@citizenenergyuk.co.uk, but due to our limited resources we’ll only be answering emergency inquiries.

We’re strongly encouraging customers to manage their accounts online where you can submit meter readings, make a payment and view your bills and allow our team to focus on those priority cases.

During this time we’re prioritising vulnerable customers, customers on prepayment meters or those off supply. If you need urgent help you can also text Support to 80818 if you are off supply.

Covid-19 Frequently Asked Questions

I have an electricity emergency what should I do?

If you have an electrical emergency or you lose power, you’ll need to contact your electricity network operator. Please call 105.

I have a gas emergency what should I do?

If you:

  • Can smell gas
  • Think you have a gas leak
  • Are worried about carbon monoxide fumes

Please call the free 24-hour National Gas Emergency Service number immediately on 0800 111 999.

Are your phone lines still open?

Unfortunately, we’ve temporarily closed our call centre to help reduce the spread of the Coronavirus. During this time we’re prioritising vulnerable customers on prepayment meters or those customers off supply. If your query isn’t urgent please login or register for an online account or send us an email - customer.service@citizenenergyuk.co.uk. For urgent prepayment enquiries or if you are off supply please text Support to 80818.

I’m a prepayment customer and worried about going off supply.

Should the Government require the closure of businesses, as part of the national plan to slow the spread of the Covid-19 epidemic, then your local PayPoint outlet may no longer be available for meter top-ups.

As a precaution, we are recommending that, if possible, prepayment customers top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here.

I can’t get out to top up my meter, what can I do?

If you have a smart prepayment meter you can top this up here. For other prepayment meters, in the first instance you should ask a friend or relative if they can collect your meter card or key and top this up for you. If you have no other options please send us an email - customer.service@citizenenergyuk.co.uk. For urgent prepayment enquiries or if you are off supply please text Support to 80818.

What if I’m struggling to pay my bills?

If you are struggling to pay your bills, please contact us as soon as possible and we can work with you to find a solution - customer.service@citizenenergyuk.co.uk

I’m on the Priority Service Register, does that mean I won’t go off supply?

Obviously we can’t guarantee this, however you will be prioritised for reconnection in the event of an incident. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.

I’m reliant on electricity for my health, what should I do?

Please ensure you have updated the Priority Service Register. You can find more information about this here. This free priority service is available to anyone eligible who lives in England, Scotland and Wales. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.

I have an appointment booked will this go ahead?

We are reliant on 3rd parties to provide services such as meter exchanges, smart meter upgrades and meter reading services for example. At this point our suppliers are trying to maintain normal levels of service but this may change and they are committed to keeping you informed.

We’re asking our third parties to take extra precautions and they will establish whether you are self-isolating or more vulnerable to Covid-19 infection. Unless an emergency meter exchange is required, the install might be aborted. Installers will follow Public Health England guidance and may ask you to remain in a separate room whilst the work is being carried out, won’t shake hands etc.

I’ve lost my prepayment card/key

Please send us an email - customer.service@citizenenergyuk.co.uk. For urgent prepayment enquiries or if you are off supply please text Support to 80818. We won’t charge you for this.

How do I pay my bill?

If you pay by Direct Debit then nothing will change. We’ll collect your payment as normal. If you pay on receipt of bill you can still make a payment by calling us and using our automated payment line. You can also use your online account to make a payment. Please login or register for an online account. If you have a smart prepayment meter you can top this up here.

I’m due a Warm Home Discount payment, what will happen?

The majority of our customers have received their payment already. If you haven’t received payment, we will be in touch but don’t anticipate any issues.

Will I still receive my Feed-In Tariff (FIT) payment?

Yes, but you still need to submit your meter readings.

What will happen if I go into debt?

Don’t worry, we’ll work with you to find a solution. You won’t be disconnected during this period. All we ask is that you get in contact with us as soon as possible if you are struggling or think you might struggle to make a payment and we’ll work this out together.

I’m spending more money than usual on energy because I’m having to work from home.

You may be able to get additional funds to cover your electricity and gas costs during this time. You can access Government information and advice here.