Extra help for our members

Latest coronavirus advice for members


Last updated: 14 January 2021

It continues to be a difficult and worrying time for us all, and there’s lots of changes happening right now.

We’re following government and NHS guidelines, and doing everything we can to keep things as normal and as safe as possible for our customers and our staff. Thanks to all our members for bearing with us over the past few months. 

If there's any new updates that might affect your service, we'll add them in here. We'll also be in touch by email to let you know.

You can also search for general advice and FAQs in our Help hub.


We’ve paused door-to-door sales for the time being


We partner with door-to-door sales teams who work on our behalf to tell people about People’s Energy, and how switching to us might benefit them.

Our priority is ensuring the health and safety of our members of the public, and we take this duty of care extremely seriously. Our field teams follow strict rules on social distancing and hygiene. However as a precaution, we’re pausing all our door-to-door sales activity, until further notice.

Find out more in our latest update on door-to-door sales.


We’re installing smart meters in England and Wales only


In England and Wales: We’re continuing to install smart meters through our engineering partner Magnum Utilities, with strict guidelines in place to ensure your smart meter installation is safe and carried out with minimum contact.

Your engineer will practice social distancing, and will wear and use personal protective equipment throughout the appointment.

Before your appointment, we’ll get in touch to find out if anyone in your household is elderly, vulnerable, or displaying symptoms of coronavirus. If they are, we’ll put a hold on your installation for now.

In Scotland: In line with guidance from the Scottish Government, as of 14 January, we have paused smart meter installations in Scotland. Emergency maintenance and repairs on smart meters will continue to go ahead.

Get more information on smart meter installations in your area.

Please keep submitting your meter readings


Many of us are spending a lot more time at home at the moment. It’s likely that your energy usage is going to go up.

To avoid an unexpectedly high bill, please submit your meter readings regularly. It helps us keep track of how much energy you’re using, and means we can make any changes to your Direct Debit that may be needed.

Find out how to submit meter readings, or get advice on how to read your meter.


Advice for our prepayment members


If you’re worried you about getting out to top up, running out of credit, or that you may lose power, we’re here to help. We’ve put together some FAQs on managing your prepay energy over the pandemic. Or, please reach out to our prepayment team, on 0131 510 3169, or over on our prepay site livechat.


If you’re struggling to pay, let us know


We know that paying your energy bill may be tougher than ever right now. We’re here to help. If you’re worried about paying for your energy, please give our advice team a call. We’ll take a look at your situation, and talk over some options, like setting up a payment plan. They’re available to speak Monday to Friday, 9.00am-5.00pm, on 0131 378 7120.

Get further advice on what to do if you’re struggling to pay your energy bill