--- templateKey: blog-post noFollow: false noIndex: false postDate: 19 Mar 2020 category: - News title: Coronavirus Update altTitle: "Coronavirus: managing your energy" heroImage: /img/home-hero-image.jpg embeddedScript: >- /*{literal}<",c,' onload="var d=',n,";d.getElementsByTagName('head')[0].",d,"(d.",g,"('script')).",i,"='",a.l,"'\">"].join("")}var c="body",e=h[c];if(!e)return setTimeout(q,100);a.P(1);var d="appendChild",g="createElement",i="src",k=h[g]("div"),l=k[d](h[g]("div")),f=h[g]("iframe"),n="document",p;k.style.display="none";e.insertBefore(k,e.firstChild).id=o+"-"+j;f.frameBorder="0";f.id=o+"-frame-"+j;/MSIE[ ]+6/.test(navigator.userAgent)&&(f[i]="javascript:false");f.allowTransparency="true";l[d](f);try{f.contentWindow[n].open()}catch(s){a.domain=h.domain,p="javascript:var d="+n+".open();d.domain='"+h.domain+"';",f[i]=p+"void(0);"}try{var r=f.contentWindow[n];r.write(b());r.close()}catch(t){f[i]=p+'d.write("'+b().replace(/"/g,String.fromCharCode(92)+'"')+'");d.close();'}a.P(2)};a.l&&setTimeout(q,0)})()}();c[b].lv="1";return c[b]}var o="lightningjs",k=window[o]=g(o);k.require=g;k.modules=c}({}); window.usabilla_live = lightningjs.require("usabilla_live", "//w.usabilla.com/e8f3334008e2.js"); /*]]>{/literal}*/ --- We know that these are worrying times for all of us. Right now, we’re working hard to keep you (and our team) safe. To help us free up our phone lines for our most vulnerable members, please use your online account or app where possible. ## General Questions **Q: Will my energy supply be affected?** A: No, there’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected. **Q: How should I get in touch at this time?** A: We want to keep our phone lines free for our most vulnerable members. That’s why we’re asking our Smart PAYG+ customers to do their bit by using our online account management system or app wherever possible. You can use it to top up or access Emergency Boost. If you're a Smart PAYG+ customer you can download our app for [Android](https://play.google.com/store/apps/details?id=uk.co.boostpower.mobileapp&hl=en) or [iOS](https://apps.apple.com/us/app/boost-power/id1266337181). You can also log into your [online account](https://my.boostpower.co.uk/login) If you have a non-urgent question, please check the Help pages on our website. If you can’t find what you need, you can: Ask a question on [Twitter](https://twitter.com/boostpoweruk) Email us at hello@boostpower.co.uk We’ll get back to you as soon as we can. If your question is urgent, you can call us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm). There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help. **Q: How will your service be affected by Coronavirus?** A: We expect that through this time we’ll need to help more customers than normal, and this will cause some disruption. The majority of our teams can work from home, so we’ll be working hard to run things remotely. But it’s likely that our call waiting times will increase – so please bear with us, we’ll be doing everything we can. To help us prioritise vulnerable customers and those self-isolating, we’re encouraging everyone who usually tops up via the app or online to keep doing this – and to manage your account online as much as possible. You can also contact us on social media for non-urgent questions. If you’re a Smart PAYG+ customer, you can download the app, for android [here](https://play.google.com/store/apps/details?id=uk.co.boostpower.mobileapp&hl=en) and apple [here](https://apps.apple.com/us/app/boost-power/id1266337181). You can also log into your [online account ](https://my.boostpower.co.uk/login) You can ask questions on twitter [@boostpoweruk](https://twitter.com/boostpoweruk) or email hello@boostpower.co.uk **If you’re struggling to access your online account** If you can't log in or access your account for some reason, you should have a black Energy Payment Card, which you can use to make a top up at a PayPoint instead. We recommend you top up more than usual, if you’re able to. This will help make sure you have enough for the next few weeks. If you don’t have a card or you’re at risk of losing power, please call us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) to let us know and we’ll be able to organise getting an updated card out to you. Our customer service teams are busier than usual, but we’re doing everything we can. Please bear with us at this difficult time. **Q: What’s the maximum amount I can top up at once?** The maximum amount a Boost customer can top up in one go is £250. Not everyone will be able to top up this much at once, but if you are able to add a little more than usual to your meter we would recommend it. This is to keep you safer by reducing how often you need to leave the house. **Q: How are you protecting customers when your teams need to go into their homes?** A: Your safety is incredibly important to us, so we’re taking a number of precautions. Until further notice, we won’t be carrying out any non-essential work in the homes of: - Anyone over 70. - Anyone who we know is in a high risk group. Where possible we’re encouraging everyone to manage their energy online or through our app. If an engineer needs to come to your home, we’ll call before they arrive to check you and your family are not self-isolating. When they’re inside your home: - All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment. - They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working. - The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit. --- **Q: How are you keeping your engineers safe during Coronavirus?** A: Keeping our engineers safe is a top priority. That’s why we’re making sure they’ve all been given the latest safety advice. They’ll also be carrying hand sanitisers with them – and they won’t do any non-essential work in homes where people have symptoms or are self-isolating. Occasionally, our engineers need to enter homes in an emergency. If this happens, and your household is unwell, they’ll be following extra safety advice. Our team will explain this when they speak to you. **Q: I want to switch providers. Can I still do this?** A: Yes, you’re still able to switch energy providers in the normal way. You can do this easily online, or by calling us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm). There might be longer waiting times than usual, but we’ll be working hard to get to you. ## If you're self-isolating or worried about paying **Q: I can’t go out because I’ve been advised to stay at home, how can I top up?** A: If you can’t go out to top up because you’re self-isolating, here’s what to do: If you have Smart PAYG+, please use our app or your online account to make top-up payments. You can download the app for android [here](https://play.google.com/store/apps/details?id=uk.co.boostpower.mobileapp&hl=en) and apple [here](https://apps.apple.com/us/app/boost-power/id1266337181). If you can’t use our app, it’s important to reach out to friends, family or neighbours who can go to the shop to top up for you. Please remember to wash your hands before and after seeing people. You should also disinfect your top-up card before handing it to anyone else. **If you don’t have anyone who can help you top up, please give us a call and we’ll work through your options.** Our number is **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) **Q: I’m going to lose power because I can’t top up and it’s an emergency, what should I do?** A: If it’s an emergency or you might lose power, please ring our team. We’ve set up a dedicated team in our call centre to help those who are struggling as best we can. There will be longer waiting times than normal, but we’ll do everything we can to help. Our number is **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) **Q: I can’t afford my debt repayments because of a Coronavirus related situation, what can I do?** A: We understand that lots of people are worried about losing income because of the disruption. Our priority is to protect our most vulnerable customers and we’ve set up a dedicated team in our call centre to support. If you’re struggling to repay your debt, please know that we’ll do all that we can to help. Our call centre might be busier than usual, but bear with us. Once you’re through we’ll review your individual situation and talk you through the options. **Q: I’m using more energy because I’m working from home, what can I do?** A: We know that this is an extremely difficult time for us all – and that staying at home means you’ll probably use more energy than usual. If you want some practical help to cut your energy use – and bills – head [here](https://energysavingtrust.org.uk/home-energy-efficiency/energy-saving-quick-wins) to the Energy Saving Trust. **Q: Where can I go to get more help if I’m struggling with my energy because of a Coronavirus related situation?** A: These organisations all offer brilliant help and advice for anyone struggling to manage – or pay for – their energy. [Citizens Advice](https://www.citizensadvice.org.uk/?gclid=EAIaIQobChMIjvG1hpmm6AIVR7TtCh0eHgIPEAAYASAAEgJEG_D_BwE) offers free and impartial advice. [The Energy Saving Trust](https://energysavingtrust.org.uk/home-energy-efficiency/energy-saving-quick-wins) has lots of free practical help with cutting your energy use, and bills. [Step Change](https://www.stepchange.org/?channel=ppc&&WT.srch=1&WT.mc_id=270049&WT.seg_1=step%20change&gclid=EAIaIQobChMIzOado5mm6AIVCLDtCh2rsAYBEAAYAiAAEgJn7vD_BwE&gclsrc=aw.ds) is a debt advice charity that can give you free help and advice. [Centre for Sustainable Energy](https://www.cse.org.uk/) can give you free tailored advice on saving energy. ## Smart meters and home visits **Q: Are you still taking smart meter appointment bookings** A: We’ll still be going ahead with existing Boost smart meter bookings, as well as taking some new bookings where it’s safe to do so. This is because, by installing a smart meter, it makes it easier for us to protect customers from losing their energy supply at this difficult time - as smart meters allow us to switch their supply back on remotely if we need to. We will not be taking any non-emergency appointments from anyone over 70 or those in high risk groups at this point. We will update you here, as the situation changes. **Q: I have a smart meter appointment, can it still go ahead?** A: Yes, as long as you and your household are well. But if you or anyone in your home starts feeling unwell and needs to self-isolate, please cancel your appointment. You can do this [online here](https://smart.boostpower.co.uk/) - you'll need your account number to hand. Or you can call us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm). If your booking is going ahead, we’ll call beforehand to double check that everyone’s well. If you or anyone in your home is self-isolating, we’ll need to cancel the appointment and reschedule for a later date. As this is a fast-moving situation, this advice might change. We’ll keep this page updated, so you might want to check back. **Q: I have a smart meter appointment but I’m self-isolating because I or someone in my household has symptoms. What should I do?** A: Please call us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) to cancel your appointment. We’ll get back to you when we’re able to install a smart meter in the future – so you won’t miss out. **Q: I have a smart meter appointment but I’ve been told to self-isolate as I’m in a high risk group, what should I do?** A: Please call us on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) to cancel your appointment. We’ll get back to you when we’re able to install a smart meter in the future – so you won’t miss out. **Q: How are you keeping your team and customers safe during smart meter appointments?** A: Keeping you – and our engineers safe – is a top priority for us. That’s why we’re making sure that we call you before the engineer arrives to check that you and your household are well, and it’s safe for them to come. They’ll double check that it’s safe to enter when they arrive at your home too. All our engineers are carrying hand sanitiser with them, and we’ve given them extra guidance about staying safe when they visit. Things like, keeping their distance from you while they fit your meter, and washing their hands before and after each visit. All our team members will stop working immediately if they (or their household) shows any signs of symptoms. **Q: I have an appointment that is confirmed to go ahead, how will I be kept safe?** Keeping you - and our engineers - safe is a top priority for us. That’s why we’re making sure that we call you before the engineer arrives to check that you and your household are well, and it’s safe for them to come. They’ll double check that it’s safe to enter when they arrive at your home too. Our teams have been trained on how to keep everyone safe while they’re in your home: - All engineers will wash their hands before they enter your home and they’ll be wearing safety equipment. - They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working. - The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit. To minimise the time our engineers spend in the property for your safety, they may work in a slightly different way to usual. This may include installing non-smart meters if needed, or not turning on the smart capabilities of a meter. Don’t worry, you’ll still be left with a working meter. And, if this is the case, we will return as soon as possible to fully finish the job. All our team members will stop working immediately if they (or their household) shows any signs of symptoms. Important: if you or anyone in your household becomes unwell before your appointment, unfortunately we will need to reschedule it. Please give us a call on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll be able to help with this. **Q: I have an emergency and need a repair, but someone in my home is sick. What should I do?** If your emergency means you’re going to lose power or you’ve already lost it, we can still help you – even if you or someone in your household is sick. We know this is a worrying time and we’re working very hard to try to make sure our customers all have access to energy. Please give us a call on **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll work through the options. Our phone lines may be busy right now, however we’re prioritising those with emergencies like yours. Bear with us and we’ll be with you as quickly as possible.