Coronavirus: Gas and elecricity suppliers will not cut off anyone on a pre-payment meter during outbreak

Suppliers pledge to help four million vulnerable customers after reaching deal with government

Those in financial distress can request to have debt repayments and bill payments reassessed, paused or reduced if needed (istock)

Gas and electricity suppliers will help up to four million vulnerable customers to make sure they do not get cut off during the coronavirus outbreak.

Customers with pre-payment meters will receive financial help if they cannot leave the house to top up after energy suppliers reached a deal with the government.

Households with pre-payment meters have to top up at a Post Office or shop, although some suppliers allow people to top up online. Customers cannot use their gas and electricity if their pre-payment meter is not topped up but the government has said no one will be cut off during the pandemic.

Alok Sharma, the business and energy secretary, said: “While friends and family will play a role in helping people impacted by the coronavirus, we recognise there will be many customers who will need additional support and reassurance, particularly those who are financially impacted or in vulnerable circumstances.”

Experts say that people working from home may see their energy costs rise which could result in people struggling with bills.

How does it work?

If you have a pre-payment meter and are unable to leave your house you can contact your gas and electricity supplier to discuss other options.

That could mean sending someone else to top up your card at a Post Office or participating retailer. Among other options are having a pre-loaded gas or electricity card sent you in the post, or having funds added to your meter credit directly by your supplier.

Those in financial distress can request to have debt repayments and bill payments reassessed, paused or reduced if needed. No credit meters will be disconnected during the outbreak.

In a letter to customers, the Energy Networks Association said there were 36,000 people working to keep homes powered.

It said: “We look after your gas and electricity networks, and have well-practised contingency plans in place so we can keep your energy flowing. We want to reassure you that we are prepared.”

Dame Gillian Guy, the head of Citizens Advice, said: “Keeping people on supply, making sure they have warm homes and don’t face additional financial or other stresses about their energy supply will be essential.”