Covid-19 (Coronavirus) update

27 March 2020

We've made radical changes to our working practices that will last for the duration of the Covid-19 (Coronavirus) crisis.

In line with government advice, the office is closed. All staff are working from home with the exception of just two who – while observing social distancing and hygiene guidelines – are servicing our most vulnerable customers who don’t have internet access and rely on the postal service to request and receive our support.

We are using video conferencing and other platforms to keep us in touch with partners, clients and each other. We're still learning, but so far, thanks to the flexibility, imagination and cooperative ethos of our staff, we're all continuing to do our jobs.

Our advice service is still busy helping people who are struggling to keep warm and to manage their fuel bills. We know that the current situation is particularly challenging for vulnerable people and that domestic energy costs have risen as households are obliged to stay at home. Our phone lines are open, so do call us (click to see which number to call). And if you know anyone who might need help - for example in topping up their prepayment meter if they can't leave their home - please pass our details to them.

Elsewhere, we’re offering webinars and workshops via videolink and still actively supporting community energy groups with their important work.

We’re continuing our research into issues as important and diverse as: defining local area energy planning (for Ofgem); exploring how the transition to a smarter energy system can be both smart and fair; and continuing to refine tools to optimising the development of new heat networks.

We are not merely functioning but have even, in some areas, improved the way we work. We are delivering work for our funders, tackling the climate emergency and supporting vulnerable people.

Please continue to get in touch through our usual channels.

We wish you all the very best

Simon Roberts OBE
Chief Executive


We have different phone numbers depending on which part of our area you live in or who your energy supplier is.

If you are in Bristol, South Gloucestershire, North Somerset and county of Somerset: call 0800 082 2234
Bath & North East Somerset: call 0800 038 5680
Dorset: call 0300 003 7023
Wiltshire: call 0800 038 5722
Ovo Energy customers: call 0800 038 5688
Boost customers: 0800 038 5688
Lumo customers: 0800 038 5730

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