Helping our customers – an update from E.ON

Helping our customers

In view of the current situation relating to coronavirus, I want to reassure you that we are taking all necessary measures to help ensure the safety of customers, our colleagues, and the people they may meet as part of their work activities.

Please be assured our teams are working closely with government, health organisations, the energy regulator Ofgem and consumer advice organisations to ensure we continue to follow the very latest advice and we are as prepared as we can be.

In order to prevent further spread of the virus, we may have to operate with reduced numbers of colleagues, which will obviously have an impact on our ability to provide our usual services.

If this were to happen, it would be right that we focus our efforts on ensuring we take the care of our more vulnerable customers and those with prepayment meters.

Friends and family can play a role in helping those who may be impacted, by offering to top up prepayment customers on their behalf. Smart prepayment customers can continue to top up online or with our app.

We are asking all customers, where possible, to register their online account via our app or through our website. From there you can manage your account through our self-serve applications. We ask that you use this as your primary channel of support, leaving our phone lines free for customers who need our help the most.

As you would expect, we are taking the utmost precautions with our engineers and other colleagues whose roles take them into customers’ homes and business premises. Because of this, timelines for certain appointments may increase or be subject to cancellation at short notice. If this were to happen, we would appreciate your understanding during this period and would look to rebook the appointment as soon as possible.

We will continue to provide regular updates via our Facebook and Twitter feeds and here on our website. Please rest assured our priority remains keeping our customers on supply and helping people to stay safe and healthy.

Michael Lewis

Chief Executive
E.ON UK