Coronavirus (COVID-19) FAQs

First published: 26 March 2020

Last updated: 13 January 2021

This page is reviewed regularly with the latest information about Gazprom Energy’s response to the evolving Coronavirus (COVID-19) situation.  We’ll also share updates via our social media channels:

When news of a new coronavirus outbreak in China first hit the media in 2020, we could never have imagined the global impact that the virus would have.  Our primary concerns continue to be the wellbeing of our employees and minimising disruption to customers.

On this page we have provided answers to frequently asked questions to help our customers navigate this challenging situation.  As time goes on and advice from the Government changes, we are updating this page to ensure it remains useful and relevant.

If you have a question that isn’t answered below, please email enquiries@gazprom-energy.com so we can look into this for you.

How has Gazprom Energy responded?

The majority of our employees have been working from home since March 2020. There are a limited number of employees that continue to work from the office, where they are unable to fulfil their duties remotely.

We continue to closely monitor all government communication on coronavirus (COVID-19) and are responding to all changes and new information as quickly as we can.

How is Gazprom Energy helping customers during this period?

When it comes to looking after our customers there are lots of things we cannot control, but we are doing our best to support customers who are most affected by COVID-19 where we can. Our actions to date include:

  • Re-allocation of resource to support all of our existing customers at this difficult time
  • Requesting meter readings from customers due to receive an estimate bill
  • Assessing each customer enquiry individually, considering the business' unique circumstances

To discuss what support Gazprom Energy can offer your business, please contact our Credit Control team: Email: creditcontrol@gazprom-energy.com

Are you still operating as normal – can I contact you?

Yes, we’re open as usual.

Our Customer Service team is working remotely, and they are available Monday to Friday 08.30 – 17.00 on the phone and via email:

The Energy Procurement Desk remains open and the team can be contacted via all usual channels so transactions can go ahead as normal.

You can also access your account online 24/7 via the My Gazprom Energy portal.

How will your service to customers be disrupted if the situation worsens?

Our priority is always to minimise disruption to our customers so we have robust business continuity plans and processes in place to deal with different scenarios that may unfold.  We know exactly what our critical business processes are at different times in the month and we’re constantly reviewing our plans and processes as the situation evolves.

We will keep our customers updated via this webpage and our social media channels:

 

Is there a chance that my gas/electricity supply could be affected?

We don’t have any concerns about the security of gas/electricity supply in Great Britain and Ofgem has stated that energy supply won’t be disrupted. All suppliers and network companies continue to operate to the same rules and obligations put in place by the regulator, the gas and electricity networks will remain operational and utilities has been confirmed as a critical sector by the government.

My business/site is temporarily closed, do I need to let you know?

Yes, please. We kindly ask you to email our Customer Service team at enquiries@gazprom-energy.com to let us know.  Please include the site reference number and a meter reading (with date of reading) to ensure your next bill is based on your actual consumption, rather than an estimate. 

If you have an automated meter reading (AMR) device attached to your meter, we still encourage you to submit a meter reading, to ensure everything is working as it should. 

If your correspondence address has changed temporarily, please let us know via any of the below channels:

 

What happens to my gas/electricity bills while my business/site is closed?

You’ll continue to receive a monthly bill from Gazprom Energy while your business/site is closed. The total cost of your bill should reduce significantly if gas/electricity consumption at the site reduces or stops completely. 

Please be aware that you’re still liable for standing charge costs, even when there is no gas/electricity being used at the site. This fee covers the fixed and third party costs that are charged regardless of whether the site is consuming energy or not.

To ensure your bills reflect your actual consumption, please send us a meter reading at the end of each month, even if you have an automated meter reading device attached to your meter.  You can submit a meter reading via any of the below channels and you should also let us know if your correspondence address has changed temporarily:

I'm worried about paying my energy bills – what can you do to help?

We understand that this is a stressful time for business owners and bill payers who are dealing with a multitude of issues right now. We’re committed to helping customers that are most affected by the coronavirus situation where possible. 

Please go to our Financial Difficulty page to find out what you should do if you're worried about paying your business energy bills due to the COVID-19 situation.

Why do I still have to pay a standing charge on my bill when I’m consuming less/no energy?

The standing charge fee on your bill covers the fixed and third party costs that are charged regardless of whether the site is consuming energy or not so it will not reduce as a result of reduced consumption.

 

My organisation is a large consumer of gas and our usage pattern is changing – what should I do?

If your organisation has a flexible purchasing agreement with us, it’s important that we know about any changes in usage so please contact your account manager directly for support.

If you have already prepared a new forecast, you can send this directly to the Energy Procurement Desk by emailing EPD@gazprom-energy.com. Please include the relevant meter point reference (MPR) or AG numbers which can both be found on your monthly bill.

Will you still send a meter reader out to read my gas/electricity meter?

Yes. Our meter reading partners have resumed visiting sites to take meter readings (subject to any local lockdown rules).
For the protection of yourself and the engineers visiting your business, our service providers have drafted new processes and procedures in line with best practice and government advice on COVID-19. Some sites may require additional safety precautions/measures, these will normally be detailed during a site induction.
We encourage you to submit monthly meter readings via the below channels;

 

I have an appointment booked for the installation of an automated meter reading (AMR) device or smart meter – will it still go ahead?

Yes. Site visits for AMR and smart meter installations have now resumed. If you had an appointment that had to be cancelled as a result of COVID-19, you should receive a new date soon if you haven’t already.

For the protection of you and the engineers visiting sites, our service providers have drafted new processes and procedures in line with best practice and government advice on COVID-19. Some sites may require additional site safety precautions/measures, and these will normally be detailed during a site induction.

I have an appointment booked for a new meter installation or site works – will it still go ahead?

Yes. Site visits for meter installations and other site works have now resumed. If you had an appointment that had to be cancelled as a result of COVID-19, you should receive a new date soon if you haven’t already.

For the protection of you and the engineers visiting sites, our service providers have drafted new processes and procedures in line with best practice and government advice on COVID-19. Some sites may require additional site safety precautions/measures, and these will normally be detailed during a site induction.

I have a gas/electricity emergency, what do I do?

There is no change to our emergency arrangements. Please go to our emergencies page for information on what to do if you smell gas or are experiencing a power cut.

I’m due to switch to Gazprom Energy soon – will this still happen?

We fully expect all transfers to go ahead as planned.  Switching is one of our critical processes so this will always be prioritised.  If for any reason, there’s an issue with your transfer, we’ll be in touch.

As always, your transfer could be delayed if your current supplier objects to it. If this happens, your current supplier is obligated to tell you as soon as possible so you can resolve the issue and continue with your transfer to Gazprom Energy.

Who do I contact if I have a question?

Our Customer Service team is working remotely, and they are available Monday to Friday 08.30 – 17.00 on the phone and via email:

If you have an account manager, you can also contact him/her directly.

Please be aware that the quality of our calls may be affected slightly if our teams are using home wi-fi connections.  If you have any difficulties speaking with our agents, they will call you back.

 

I have a flexible purchasing agreement in place – can I update my trading profile?

Profiles for daily metered (DM) sites can be updated (re forecast) at any point and we encourage you to do so if your usage pattern is changing. Please send this directly to the Energy Procurement Desk by emailing EPD@gazprom-energy.com and remember to include the relevant meter point reference (MPR) or AG numbers which can both be found on your monthly bill. You should note that forecasts for the following month can be submitted up until the penultimate trading day in the current month i.e. the deadline to submit a forecast for April-21 is Monday 30 March. Unfortunately, profiles for non-daily metered (NDM) sites cannot be amended. NDM profiles are only updated once a year therefore any change in NDM consumption will not be reflected in the trading profile.

I have a flexible purchasing agreement in place – can I sell back purchased volume?

Yes, you can if your agreement allows this so please refer to your product schedule.

I’ve just reopened my business/site, do I need to do anything?

Please provide a meter reading as soon as possible so we can ensure your next bill reflects actual consumption, rather than an estimate.  You can do this:

Online: my.gazprom-energy.co.uk  

Email: enquiries@gazprom-energy.com

Phone: 0161 837 3395