---
templateKey: faq-style
noFollow: false
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metadataTitle: Energy Market FAQS | Boost Power
metadataDescription: Everything you need to know about what’s happening in the energy market.
title: Your energy supply is safe and sound
slug: your-energy-supply-is-safe-and-sound
body: >-
There’s been a lot in the news about the energy market recently. We want you to know that your energy supply with Boost is perfectly safe and secure.
_These handy FAQs are here to reassure you._
accordionTopic:
- accordionItem:
- description: >-
We understand you may have seen a lot in the news about the energy market. We want you to know that Boost is in a stable position and your energy supply is safe. Our number one focus is on keeping you warm and safe this winter. And, as always, we’ll be in touch if we have any updates.
title: How secure is Boost right now?
- description: >-
Your energy supply with Boost is safe and secure. Nothing has changed and you don’t need to do a thing.
title: Is my energy supply safe?
- title: Are my energy prices going to change?
description: >-
You’ll have received a communication from us already about price rises that take effect on 1st April 2022. Our focus will be on doing everything we can to support all our customers, especially those in vulnerable situations.
- title: Do I need to do anything?
description: >-
You don’t need to do a thing. Boost is in a strong position and your energy supply is safe. We realise there’s a lot in the news about the energy industry, but we’ve taken lots of steps to make sure your winter supply will be uninterrupted. Our friendly team will do everything they can to make the colder months as cosy and comfortable as possible.
- description: >-
We can reassure you, your switch will be absolutely fine. Once you’ve started the switching process everything is handled by your new supplier (that’s us!), so it’s all under control. The only thing that could be delayed is getting any credit balance back from your old supplier. The good news is that your credit is protected by rules set out by the regulator, Ofgem – so you won’t lose it. There might just be a delay transferring it to us.
title: I’m switching to Boost from a company who’s recently announced they’re no longer trading - will my switch be affected?
- description: >-
The best thing to do is get in touch with us, and we’ll try and cancel the switch. Or, if you’ve already moved to the new supplier and you’re still in your cooling-off period you can contact them (if you can) and ask them to cancel it.
If you’re no longer in your cooling-off period or for some reason the supplier doesn’t allow us to take over your energy, you’ll stay with that supplier. But only until Ofgem appoints you a new one. The important thing to know is that your supply will not be interrupted – and your new supplier will be in touch once Ofgem gives them the go ahead to contact you.
title: I’ve started a switch from Boost to a company who has just announced they’re no longer trading - what happens now?
- description: >-
Natural gas prices have been rising across the globe this year. Affecting the UK and Europe, as well as other countries too. It’s being caused by large increases in price for gas. And that’s been triggered by lots of things, like economies switching back on again after COVID-19. You can read more about it all [here](https://www.gov.uk/government/news/uk-gas-supply-explainer).
title: Why are energy prices so high at the moment?
- description: >-
Sadly, some energy suppliers have been caught out by the sudden increase in gas and electricity prices – and they’ve sadly gone out of business. We want to reassure you that, Boost, is in a good position for winter and your energy supply is safe. We buy lots of our energy ahead of time, so we’re not as affected as other suppliers who trade differently.
title: What’s happening to the energy market?
# - description: >-
# So we can help those who need us most, we’re only taking emergency
# calls right now and we won’t be able to answer general questions on
# the phone. We hope you understand. Our call waiting times will are
# longer than normal – but if you have an emergency, please bear with
# us, we’re doing everything we can to ensure that no one is left
# without power.
# To help, if you are able to, please top up via the app or online. 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 [iOS
# here](https://apps.apple.com/us/app/boost-power/id1266337181).
# You can also log into your [online account
# here](http://my.boostpower.co.uk).
# For help on how to top up via the app or online, click [here.
# ](https://www.boostpower.co.uk/help/topics/payg/smart-payg/how-do-i-top-up-on-smart-payg-with-the-boost-app.html)
# We’ve also put together a tutorial on how your Smart PAYG+ account
# works - you can find this in the app.
# If you have other non-urgent questions, please check the [Help
# pages](https://www.boostpower.co.uk/help) 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
# * Get support from our community on the forum
# [here](https://forum.boostpower.co.uk/).
# We’ll get back to you as soon as we can. If you have an emergency, or
# cannot pay your bill 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.
# title: How will your service be affected by Coronavirus?
# - description: >-
# If you can't log in or access your account, 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 to keep you going.
# If 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 to make sure we can manage emergencies like yours.
# Please bear with us.
# title: "I'm struggling to access my online account, what should I do?"
# - description: >-
# 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.
# title: What’s the maximum amount I can top up at once?
# - title: How will you protect me if your team needs to enter my home for a smart meter or meter reading appointment?
# description: >-
# Our teams have been specially trained on how to keep everyone safe, while they're inside your home. We’ll always be following the latest government advice for your area and will only enter your home when allowed:
# - On the day of your appointment, our team will call ahead to check it's still safe to visit. They'll ask if anyone in your household is unwell or self-isolating. If this is the case, your appointment will need to be rescheduled.
# - When the engineer arrives, they’ll check this again with you in person.
# - Our engineers will wear face coverings at all times while they're in your home.
# - Our engineers will also be observing social distancing, which includes asking you to stay safe in another room while they work. Wherever possible, please give the engineer space to work safely.
# - Our engineer may take more frequent breaks to get fresh air. They will also ask you to open windows and doors close to the meter for the duration of their visit.
# All our engineers will stop working immediately if anyone shows any symptoms of coronavirus, during their visit.
# **Important:** if you or anyone in your home is self- isolating or feels unwell before your appointment, please give us a call and we'll work through your options. Our phone lines may be busy right now, but we're prioritising those with emergencies like yours. Bear with us and we'll be with you as quickly as possible.
# - description: >-
# 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 who is unwell, or self-isolating.
# We’re also encouraging everyone to manage their energy online or
# through our app. This will help us to keep everyone safe.
# 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:
# * Our engineers will wear face coverings at all times while they're in your home.
# * 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 our engineer is working.
# * Our engineer will also ask you to open windows and doors close to
# the meter, for the duration of their visit.
# title: How will you protect me if your team needs to enter my home?
# - description: >-
# 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 to you, and your household is unwell, we'll follow extra
# safety advice. Our team will explain this when they speak to you.
# title: How are you keeping your engineers safe during coronavirus?
# - description: >-
# Yes, you’re still able to switch energy suppliers in the normal way.
# You can switch to Boost easily online
# [here](https://switch.boostpower.co.uk/get-quote). If you want to
# leave us, you're still able to do this as well.
# title: I want to switch suppliers. Can I still do this?
# title: General Questions
# - accordionItem:
# - description: >-
# Don't worry. Here's what you can do:
# - If you use the Boost Top Up app (in this case, you would have received an email or letter from us recently) top up using your new app – you can download it 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 haven’t received an email from us, just top up using your [online account](http://my.boostpower.co.uk) or Boost Power app, as usual
# [This guide](https://www.boostpower.co.uk/help/topics/payg/smart-payg/how-do-i-top-up-on-smart-payg-with-the-boost-app.html]) will show you how to top up online. In your PAYG+ app, you'll also find a handy tutorial on how everything works.
# 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 you handle the card - and disinfect it before giving to anyone and when it's returned to you. Also try to avoid direct contact with anyone while they pick it up or drop it off.
# 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 (Mon-Fri 8am-6pm, Sat 9am-1pm).
# title: If I’m self isolating or unwell, how can I top up?
# - description: >-
# If you can’t go out to top up because you’re self-isolating, here’s
# what to do:
# 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
# [here](http://my.boostpower.co.uk).
# For help on how to top up via the app or online, click
# [here](https://www.boostpower.co.uk/help/topics/payg/smart-payg/how-do-i-top-up-on-smart-payg-with-the-boost-app.html).
# We’ve also put together a tutorial on how your Smart PAYG+ account
# works - you can find this in the app.
# 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 you handle the card, and
# disinfect your card before it’s given to anyone and when it’s returned
# to you. Also try to avoid direct contact with anyone while they pick
# it up or drop it off.
# **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)
# title: >-
# I can’t go out because I’ve been advised to stay at home, how can I
# top up?
# - description: >-
# 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 might be longer waiting times than normal, but we’re doing everything we can to ensure no one will lose power. Please bear with us.
# Our number is **0117 332 3728 or 0330 102 7517** (Monday to Friday 8am-6pm, Saturday 9am-1pm)
# title: >-
# I’m going to lose power because I can’t top up and it’s an emergency,
# what should I do?
# - description: >-
# 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 costs – head
# [here](https://www.boostpower.co.uk/blog/how-to-use-less-energy-social-distancing-isolating/).
# title: "I’m using more energy because I’m working from home, what can I do?"
# - description: >-
# If you’re struggling, please give us a call on 0117 332 3728 or 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). Together we’ll help find a manageable plan that works for you.
# title: If I can’t pay my energy, what should I do?
# - description: >-
# We’re looking at each case individually to make sure we’re offering
# you the right support. If you can’t afford your payments right now,
# we’ll work with you to find a solution. One solution may be a credit
# extension - this is emergency credit to see you through these
# difficult times.
# If you are not able to pay for your energy, please call us and we’ll
# work through the options with you. Our number is **0117 332 3728 or
# 0330 102 7517** and our opening times are Monday to Friday 8am-6pm,
# Saturday 9am-1pm.
# If you do get a credit extension, this money will need to be repaid at
# a future date. But, together, we’ll find a manageable plan that’s best
# for you, when you call us
# title: >-
# Are you offering emergency credit extensions to customers who are
# struggling due to the current situation?
# - description: >-
# 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 those who are struggling.
# If you can’t repay your debt, it’s important that you let us know so
# that we can work out a manageable plan for you. We’ll review your
# individual situation and talk you through the options. Our call centre
# might be busier than usual, but bear with us.
# title: >-
# I can’t afford my debt repayments because of a Coronavirus related
# situation, what can I do?
# - description: >-
# We understand many people already have, or are worried about losing income. Right now, our priority is to protect our most vulnerable customers. Which is why we’ve set up a dedicated team in our call centre to support those who are struggling.
# If you can’t repay your debt, it’s important you let us know so that we can work out a manageable plan for you. We’ll review your individual situation and talk you through the options. Our phone lines might be busier than usual, but please bear with us.
# title: If I can’t afford my debt repayments because of a coronavirus related situation, what can I do?
# title: If you're self-isolating or worried about paying
# - accordionItem:
# - description: "Where government advice allows, smart meter appointments are safely going ahead – with strict safety measures in place. This is because smart meters can be switched back on remotely so they make it easier for us to protect customers from losing their energy supply at this difficult time.
# We can only carry out appointments where it’s safe to do so, and the government advice allows. This means we still won’t be carrying out non-emergency appointments in homes where anyone is unwell, or self-isolating from coronavirus.
# If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
# You can read our full risk assessment for
# smart meter operations [here](/img/return-to-work-covid-ra-metering-operations-activities-final-ovo-group.pdf) and for
# office workers [here](/img/return-to-work-covid-ra-office-final-ovo-group.pdf).
# Information on how we are complying with the government advice on staying safe can be found [here](/img/staying-covid-19-secure-signed-ca-she.pdf).
# "
# title: Are you still taking smart meter appointment bookings
# - description: >-
# Yes, as long as you and your household are well and the government advice allows it. 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.
# 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 unwell,
# we’ll need to cancel the appointment and reschedule for a later date. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
# title: "I have a smart meter appointment, can it still go ahead?"
# - description: >-
# You’ll need to cancel your appointment so we can keep you and our
# engineers safe. You can do this online
# [here](https://smart.boostpower.co.uk/payg) - you’ll need your account
# number to hand. We’ll get back to you when we’re able to install a
# smart meter in the future – so you won’t miss out.
# title: >-
# I have a smart meter appointment but I’m self-isolating. What should I do?
# - description: >-
# In line with the government guidelines, you are able to book an appointment if you feel comfortable doing so and the government advice allows. If you’ve been advised to shield and not go to work, you may choose to wait until a later date to have your smart meter installed.
# If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
# Our teams have been specially trained on how to keep everyone safe. Find out more about the safety precautions they are taking, above. We’ll always be following the latest government advice for your area and will only enter your home when allowed.
# title: I’m in a high-risk category. Can I book a meter reading appointment, or have a smart meter installed?
# - description: >-
# 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, and follow the latest government guidance:
# * Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so – for example, if they're working alone in a room – and they'll always check with you beforehand
# * 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.
# 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, we will need to reschedule for after the 14 day
# isolation period. 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.
# title: >-
# I have an appointment that is confirmed to go ahead, how will I be
# kept safe?
# - title: What safety precautions can I take for my smart meter appointment?
# description: >-
# You can take the following steps to make sure things are as safe as possible:
# - Before your appointment, disinfect the area around your meter where the engineer will be working. Do this again after they leave.
# - Open windows and doors in the room where the engineer will be working.
# - Make sure the engineer has clear access to your meters, and they’re free from clutter.
# - Stay at least 2m away from the engineer at all times. If possible, go into a different room while they’re installing your meter, and make sure pets are kept out of the way.
# We’ll call you the day before your appointment to check it’s still safe for us to visit. Please tell us if you or anyone in your household is unwell or self-isolating. When the engineer arrives, they will check this with you again.
# When you book, we’ll share even more info about what to do before, during and after your appointment, to stay as safe as possible. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.
# - title: I live in a one-bed/studio apartment, which will make it difficult to maintain social distancing while the engineer installs my smart meter. Can I still book an appointment? How will this work?
# description: >-
# If you’re not able to maintain social distancing of at least 2m during your appointment (because of the size/layout of your home or for any other reason) then please don’t book one. We won’t be able to carry it out safely.
# If you’ve already booked a smart meter appointment but you don’t think you’ll be able to maintain social distancing, please cancel.
# - title: >-
# I have an emergency and need a repair, but someone in my home is sick.
# What should I do?
# description: >-
# 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:
# - Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so -- for example, if they're working alone in a room -- and they'll always check with you beforehand
# - 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, we will need to reschedule for after the 14 day isolation period. 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.
# title: Smart meters and home visits
---