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Energy suppliers

Last reviewed on 11 May

Ofgem have produced advice and answers to questions you may have on managing your energy supply during the COVID-19 crisis.

The government have announced that nobody on pre-pay meters for their energy should have their supply cut during the outbreak.

Our welfare crisis team are no longer issuing PayPoint vouchers but are instead referring residents to their suppliers, who are each providing support in different ways.

Here's a list of all the main suppliers and their contact information:

British Gas
Smart meter customers - Tel: 03332 029 802
Non-smart meter customers - Tel: 0330 100 0303

Bulb Energy
In certain cases, Bulb are able to post out top-up cards loaded with credit to your home.
Tel: 03000 303 0635 or email emergency@bulb.co.uk

In certain cases, EDF can deliver pre-loaded cards for people.
Tel: 0333 200 5100

Eon have increased emergency credit for gas meters to £50. They are looking to offer similar support with electricity meters but have not implemented yet.
Tel: 0345 303 3040 

npower have increased emergency credit for both gas and electricity meters to £45.
Tel: 0800 073 3000 or 0330 100 3000

Octopus Energy (Co-op Energy are also controlled by Octopus)
For pre-payment meters, this is being assessed on a case by case basis.
Customers can email hello@octopus.energy or phone 0808 164 1088

OVO Energy (SSE customers also fall under OVO)
OVO are treating each case on an individual basis.
Tel: 0330 303 5063

Scottish Power 
Tel: 0800 027 0072 (emergency number if you are about to lose your supply)

Shell Energy (First Utility)
Pre-payment energy customers without a smart meter can top up remotely by calling 0330 094 5802.
Lines are open: Monday-Friday, 8am-8pm; Saturday, 9am-4pm; Sunday, closed.

Non-pre-payment energy customers should phone 0330 094 5800.
Lines are open: Monday-Friday, 8am-6.30pm; Saturday, 9am-4pm; Sunday, closed. 
Email: customer.service@shellenergy.co.uk

Spark Energy
An easy way to top up your smart meter is by using the Swift app (downloadable from the App Store).
Credit for non-smart meter customers who are self-isolating: phone 0345 034 7474

Tel: 0345 207 2000
Smart meters have a built-in 'friendly credit' feature, meaning you won’t lose supply between 2pm and 10am on weekdays and over the whole weekend. There is access to £15 emergency credit if you’re struggling to top up.

Use the My Utilita app to access a 'power up' feature, which allows you apply for a top-up when you’re out of credit. Learn more at www.utilita.co.uk/power-up. Power ups are currently set to a maximum of £20 for electricity and £10 for gas.