Covid-19 Information

Our absolute priority is the health and wellbeing of our people, customers, suppliers and communities across the UK. With the current Covid-19 situation we appreciate that times may be challenging for your business and we’re looking at ways to help you manage your energy costs during this period of uncertainty.

So that our Customer Service teams can concentrate their efforts on essential work for essential services, we ask that you have a look at the below FAQs before calling in.

How do I contact you during the pandemic?

We want to reassure you that we have successfully implemented our business continuity plans and our Customer Service Teams currently remain fully operational. Our contact information is as follows:

What is classed as 'essential' and 'non-essential' work?

Essential work: Work on a faulty gas or electricity meters in order to restore supply if there is a loss of electricity or gas to business premises. Also classified as essential work is the installation and maintenance of meters for new connections required by essential services (see FAQ below for an explanation of what an essential service is).

Non-essential work: Any other work requiring a site visit. This means that an engineer will not attend site to complete the work until after the Government has indicated that it is safe to do so.  Examples of non-essential work are:

This applies to all ENGIE’s metering agents, however this may differ if you have a direct contract with a meter operator.

What is classed as an ‘essential service'?

The Government has advised that the below are classed as essential services. During the lockdown period these customers will be given priority if essential metering work is required due to a loss of supply or the need to install a meter for a new connection. 

Further information on essential services is available on the Government’s website.

Only pay for the energy you use

We understand that your business energy consumption may fall during the Covid-19 pandemic. Due to the UK Government’s guidance on non-essential travel and contact for staff, the vast majority of our engineers are concentrating on essential work only. To keep our staff and customers safe over the forthcoming weeks, we are not visiting business sites to obtain meter reads or repair meter communication faults (see FAQ above - What is classed as 'essential' and 'non-essential' work?).  

As such, submitting meter readings is particularly important. If a Meter Reader usually attends your premises, or your AMR device is faulty, please can you submit regular manual meter readings to us, providing it is safe to do so within government guidance.  

If you have a half-hourly meter, i.e. one that sends us readings automatically, please let us know if your energy consumption patterns have changed. By doing so, we can ensure you don’t get charged too much for your energy in the event that your meter stops communicating with us.

How do I submit a meter reading?

You can do this by using the following methods:

By email

Please include your name, company name and your ENGIE account number, the eight-digit number on the top of your invoice. 

Via your ENGIE Online Account 

If you’ve registered for an ENGIE Online Account you can submit meter readings to us online at engie.co.uk/sme/myaccount via your Meter Readings page.

What if there is a network fault?

If your supply has been interrupted due to a network fault, please contact your local Distribution Network Operator (DNO). You can find contact details for your DNO on our Find your DNO page or by visiting the Energy Networks Association website. If you have a problem with your meter please contact us using details in the ‘How do I contact you during the pandemic?’ FAQ above. 

What if my business is seriously affected by Covid-19 and I’m worried about paying my bills?

We understand this may be a concern for some of our customers. If this affects you, please contact us on 0800 130 3600 and we will be happy to discuss the options available.

What help is available for UK businesses during Covid-19?

The Government has released a number of support packages for UK businesses. The latest information is available on the Government’s website

On 3rd April, the Government extended the support available to all small to medium sized businesses. The Government’s website has more information on the Coronavirus Business Interruption Loan Scheme (CBILS).

You can obtain additional support and advice from the following organisations:

Citizens Advice: Advice on a range of topics such as debt management and welfare benefits, housing, immigration and asylum, employment, consumer complaints and landlord-tenant disputes.

Business Debtline: A free debt advice service for small businesses and the self-employed. Provides guides, fact sheets and sample letters, as well as a business and household budget tool.

How do I use less energy if my business is operating with fewer staff or temporarily closed?

If your business has temporarily closed and you have access to your premises, then you should turn off all appliances. Clear refrigerators and turn them off (but leave doors open to stop them going mouldy), switch off air conditioning and all other non-essential equipment (e.g. monitors and printers etc) not being used.

If your business is open, but you have reduced staffing levels, then consider how you use your business premises. Close off any areas not in use, keep heaters, radiators and air vents clear and avoid draughts by closing doors where you can.

If a Meter Reader usually attends your premises, or your AMR device is faulty, it’s important to provide regular meter readings, if it’s safe, so that you only pay for the energy you use (see "Only pay for the energy you use" FAQ above).

What is ENGIE doing to keep its customers safe during engineer visits?

Our engineers are only visiting sites requiring emergency or essential work. Prior to any visit, we are conducting risk assessments over the phone to ensure that both our engineer and the site can adhere to Covid-19 safety measures.

When on site, our engineer will take additional precautions such as hand washing before, during and after the visit. They will maintain a safe distance at all times, and we request that you and your colleagues do the same.

What if I think I have Covid-19 but have an onsite emergency?

Our key priorities are helping customers with emergencies or requiring essential work. Whatever the situation, please get in contact if you think you are at risk so we can take the proper safety precautions.

Will my contract or renewal be affected?

Our sales team are fully operational, so if your contract is due for renewal or you would like to discuss an existing contract please call 0800 049 9601 and speak to a dedicated Business Energy Advisor.

What if I have an engineer appointment booked already?

If you have an appointment booked: We’ll only reschedule if it is unavoidable, and we’ll always let you know in advance. If you have not heard from us, assume the appointment is going ahead as planned.

If you want to move your appointment: Not a problem, you can contact us by phone or email and we’ll be happy to reschedule. If your appointment is not an emergency or essential work, it will be rescheduled until after the Government’s guidance regarding lockdown has been relaxed.