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Help from energy suppliers during the coronavirus breakout

Help from energy suppliers during the coronavirus breakout

We are Electricity North West and we are the network operator looking after the overhead lines and underground cables that bring energy to your property.

The safe and reliable distribution of electricity is an essential role and we have been identified as key workers during the coronavirus outbreak.

We are taking our responsibilities to our customers and colleagues very seriously whilst we deliver electricity to all our customers and businesses in the North West.

At Electricity North West we do not deal with your electricity meter or bill, but if you have a power cut, that’s our responsibility, and you can check for updates on our power cut information page.

We work closely with suppliers like British Gas and Eon who you might pay your bill to, and they may be able to give you extra help, so we’re sharing some important information from them.

1. All suppliers are requesting that customers keep their phone lines free for emergencies, where possible, please use online accounts or their website to resolve issues.

2. For customers on pre-payment meters suppliers are recommending topping up more than usual in case you have to self-isolate. If you’re struggling to pay due to the impact of coronavirus, then contact your supplier immediately to discuss options.

You can top up over the phone by calling your supplier, but please check your suppliers call centre hours on their website, as many are operating reduced hours. Alternatively, suppliers are suggesting a trusted friend or family member can top up for you if you’re unable to get to a shop. It is also possible to have a pre-loaded top up card sent out to customers so that your supply is not interrupted. Disconnection of credit meters will be completed suspended.

You can read the latest guidance from the government on what they are doing to help vulnerable energy customers here.

There are numerous electricity suppliers, but for information the big six are listed below with further information. If your supplier is not listed, please visit their website and search ‘coronavirus’.

British Gas

EDF Energy



Scottish Power


You may also find it useful to view what United Utilies, who manage the water network in our region, are doing. They have a dedicated coronavirus webpage here.