How Good Energy is responding to coronavirus (COVID—19)

Posted in: Energy

Posted on: 18.03.2020

As COVID-19 continues to create uncertainty, the safety and well-being of our customers, employees, generators and the communities in which we operate, is our paramount concern.  

UPDATE, Meter read visits, 22 May 2020:

All meter read visits conducted by our third party contractor Lowri Beck ceased in March, however following the easing of government restrictions there are now some new processes. 

From the 26th May, Lowri Beck will be visiting properties to retrieve readings where the meter is external to the property, and making calls to customers whose meters are inside their homes. Engineers have been trained to follow health and safety measures, will wear PPE and stick to social distancing rules.

This will only apply for customers from whom Good Energy has not received a meter read in over a year, and we would still prefer customers submit meter reads online or via our app, which avoids the need for an engineer visit. If customers can’t submit a meter read for any reason but wish to avoid an engineer visit please contact us

For business customers, if businesses are open then Lowri Beck will commence visits for meter reads, assuming that the business is following the government advice on health and safety and social distancing.  

Are your customer service teams still available? 

Yes, our customer service team are available from 9am to 5pm, Monday to Friday. Assuming your query is not urgent, please email us on hello@goodenergy.co.uk or message the team onlineWe aim to respond to all emails within 48 hours. Otherwise the team are available on 0800 254 0000.

Our online account and app are available as normal, you can use them to complete day to day tasks like meter reads and checking your bill. 

Can I access my bills or submit meter readings online?

Yes, our online account and app are the easiest and greenest way to manage your account. You can submit a meter reading in a few clicks without any passwords by visiting goodenergy.co.uk/meter-reading/. 

Switching to paperless also minimizes postal use, and in particular paper being handled. Submitting meter readings minimises the need for meter readers to visit your homes and businesses.   

If you haven’t used our online service before, you just need your email address and account number. We’ve also produced a short video showing you how to make your account paper free. 

If I am worried about my bill, what should I do?

If you are worried about your bill, please email us on customerservices@goodenergy.co.uk or call us on 0800 254 0000.

How are you helping pre-payment meter customers?

We are contacting all of our pre-payment customers directly with advice to make sure their service continues. If at all possible, we do advise that you top up what you can early — you can top up up to £250 at any time. You can also inform us of an additional contact if a friend or family member is going to top up for you.

In addition, in the event that a pre-payment customer does get disconnected, including if they run out of credit and do not have someone who can top up on their behalf, we have an emergency procedure in place to get them back up and running. This includes getting an engineer out following a quick risk assessment, and a process if the customer is vulnerable and/or in isolation.

If you are a pre-payment customer and would like to speak to the team call us on 0800 254 0000.

Will I still receive my Feed-in Tariff payment?

We will be submitting Feed-in Tariff (FiT) claims to Ofgem on behalf of our customers for the latest quarter in April and don’t foresee any issues with payments being processed as normal with the majority being made by 8th June, provided you submitted a meter reading by 21st March.

If you are waiting for a payment for the latest quarter, some of these are still being processed, with the final few being made by 3rd April. 

If you are a FiT business client with a portfolio of sites and have any questions or concerns, please get in touch with your dedicated account manager. 

I normally receive my FiT payment by cheque, how can I ensure timely payment?

If you normally receive your FiT payment by cheque we advise contacting our customer service team on 0800 254 0000 before the 27th March in order to provide us your bank details for direct transfer. 

Are FiT meter verifications continuing?

No, as all meter read visits have now ceased, FiT meter verifications are now also on hold. If you had a verification booked or were due one, it will be delayed and you will not be penalized. 

Some of our business FiT customers have meters where verification can be completed remotely, so this may still continue. As above, please get in touch with your dedicated account manager if you have any questions.

How are you looking after staff?

We have enabled 100% of our 300 people to work from home and remain focused on maintaining high levels of service you can rely on.    

As an agile business with flexible working embedded already, this has not caused significant disruption. We have also implemented new communications channels so that our people do not feel isolated. Our trained mental health first aiders also continue to be availableto our teams. 

Is Good Energy safe as a business?

Earlier in the week we announced our annual financial results for 2019, which showed growth in business sales and Feed-in Tariff customers. This is an uncertain time for everyone, but Good Energy has been in business for 20 years and unlike many energy suppliers continues to operate effectively.  

Our fight against climate change will stay core and central to our work through this crisis, and we will match that with our determination to delivery of services to our customers, generators, employees and shareholders.

Is there any specific support for business customers?

We want to do our best to support all of the businesses we work with. The government has announced a significant package of support for businesses and we are monitoring what implication this has for energy supply. If any business customer is in doubt please to speak to our dedicated team who are available Monday to Friday, 9am to 5pm on 0800 254 0021.

How will Good Energy be keeping customers up to date? 

For general updates you can keep up to date with us via our social media channels on Twitter, Facebook and LinkedIn. We will also continue to update this blog with new information or answers to questions we receive. For anything specific to your account please contact us directly.

Lastly, we want to thank all of our customers, generators, people and shareholders for continuing to be a part of our community. Now more than ever, Good Energy stands with you.

 

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