Extra help for our members

Coronavirus advice for prepayment members

Helping our members stay safe and keep warm has never been more important. We know there’s a lot to worry about right now. We’re here to make sure keeping your gas and electricity on isn’t one of them. If you’re having difficulties managing your energy, our dedicated team are here to support you.


If you’re struggling, the best thing to do is to let us know right away


If you’re worried that about paying for credit, or that you won’t be able to get out to top up, the best thing to do is to get in touch with us as soon as possible. The sooner we know you’re struggling, the quicker we can get you help. Reach us on:

Our team are available 9am-8pm from Monday to Friday, and 9am-5pm at weekends.

If you’re worried about topping up


It’s a good idea to think about who might be able to top up your prepay meter card or key for you in case you have to isolate - like a family member, friend or neighbour. But if you’re not able to get out to a shop, we’ll do everything we can to make sure your heating and your lights stay on.

Here’s what to do if you’re worried about topping up:


Q: I’m self-isolating and can’t top up my meter. What should I do?


If you’re self-isolating and unable to leave your house to top up, you can ask a member of your social bubble to top up your card or key for you, and drop off to you contactlessly (for example, by putting through your letterbox). 

To keep you and the person topping up for you safe, wash your hands before and after handling your key or card. You can also gently wipe your key or card with a damp cloth or an anti-bacterial wipe. Make sure to not get the key or card wet (this could cause problems when you put back in the meter).

If you don’t have someone who can do your top up for you, or if you still need some support with topping up, then please speak to one of our team. They’ll be able to talk you through some options for getting credit added to your meter whilst you’re not able to go out.


Q: Is it possible for you to give me more emergency credit?


It’s not possible for us to add more emergency credit to your meter. But, if you’re not able to top up, or if you’re struggling to pay for credit, then our trained advice team are here to help. You can reach them on livechat, by email prepaymenthelp@peoplesenergy.co.uk or by phone on 0131 510 3169.


Q: What if the shops are shut and I can’t top up?


All Post Offices and most Payzones and Paypoints are classed as essential services, so they’ll stay open for you to top up, even in a lockdown situation. Their opening hours may be affected, so it’s worth double checking they’re open before you go.


Find your nearest top-up point, and their opening hours:


For electricity only: if it’s outside normal shop opening hours, and you’re worried about running out of credit, you may be able to access Friendly Emergency Credit on your electricity meter. If you run out of credit between 8pm and 8am, your Friendly Emergency Credit will automatically activate, and will keep your electricity supply on until you can get out to top up. Remember, you’ll need to pay it back – it’ll automatically be taken off your credit the next time you put your topped-up key in the meter.

Or, if you’re worried you’re going to lose power, then please get in contact with us as soon as you possibly can on livechat, or by phone on 0131 510 3169.  


Q: I’m using up my credit more quickly than normal because I’m at home much more right now, what should can I do?


Spending more time at home probably means that you’re using more energy for heating, lights and cooking right now. But, there are a few things you can do to cut back on the amount you’re spending on energy. Read our guide on low-cost ways to make your home more energy efficient over the winter.


If you’re struggling to pay 


We know that for many people, paying for energy is tougher than ever right now. If you’re facing difficult financial circumstances that have been caused, or made worse by the coronavirus pandemic, our dedicated team will do all we can to support you. 
If you’re struggling to pay for credit, please let us know right away. We’re look at your individual situation and discuss some options with you. 

You can reach us on our prepay livechat, by email at prepaymenthelp@peoplesenergy.co.uk or by phone on 0131 510 3169.


If you’re about to lose power 


If you have less than 50p on your gas or electricity meter, please call us straight away so we can help you keep your energy supply on. You can reach us on 0131 510 3169.


Providing extra support for vulnerable members


We provide free extra support services for members who are vulnerable, dealing with medical conditions, or otherwise may have difficulties in managing their energy. Find out about our Priority Services Register, and how to apply.