Coronavirus (COVID-19) FAQs

Find out what we’re doing to support our customers and employees.

First published: 26 March 2020

Last updated: 6 April 2020

This page will be 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 at the start of this year, we could never have imagined just how quickly and aggressively COVID-19 would spread. 

Our primary concerns are the wellbeing of our employees and minimising disruption to customers.  We’re working hard to understand exactly how our customers are affected, what support is available to them and how we might be able to help.  This is challenging in a situation that is so widespread and changing daily but we’re doing our best and we’re committed to keeping you updated.

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 so far?

All employees are now working from home – we quickly mobilised a remote workforce when the government announced that people should work from home where possible. This involved enabling over 80 people to work from home who have never done so before.

All internal and external meetings are now taking place over the phone or via video conference.  

We have temporarily suspended new business sales to small and medium-sized customers as we don’t believe it’s the right time to be actively selling to small businesses and we need to focus on looking after our existing customers.

We have suspended all late payment fees and interest for small-medium sized (SME) customers for the time being.

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, for example meter reading agencies suspending site visits, but we are doing our best to support customers who are most affected by COVID-19 where we can. Our actions to date include:

  • Suspending new business sales in certain sectors to focus on existing customers
  • Considering payment flexibility requests from customers worried about paying their bill
  • Suspending late payment and interest fees for all SME customers
  • Requesting meter readings from customers due to receive an estimate bill for March 

And together with our competitors we have approached Ofgem to request that they, together with the Department for Business, Energy and Industrial Strategy (BEIS) support the non-domestic energy market’s suppliers and consumers. 

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:

All account managers are working from home (unless they are on annual leave or off sick) but their working hours may be slightly different to usual if they have children to take care of.

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 in the coming weeks.  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, you don’t need to send us a meter reading.

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 (unless there is 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 complete the form on our Financial Difficulty page so our Credit Control team can review your situation and consider your request.  A member of the team will contact you as soon as possible. As you would expect, we're extremely busy at this time and a number of our customers are requesting support so we kindly ask you to wait for our response.

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.

We appreciate that these costs could be a burden for customers at this time so, together with our competitors, we have approached Ofgem to request support for the non-domestic energy market’s suppliers and consumers – including temporary relief from transmission and distribution charges. There is no guarantee that any such relief will be given, though we will continue to pursue this for our customers. In the meantime, you should continue to pay standing charges as usual.

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?

All non-essential site visits have been suspended to protect employees and our customers. This means our meter reading agencies will not be visiting sites to take meter readings. These visits will resume as soon as it is deemed safe for third parties to visit sites.

To ensure your bills reflect your actual consumption, please send us a meter reading at the end of each month (unless there is an automated meter reading device attached to your meter).  You can submit a meter reading via any of 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?

All non-essential site visits have been suspended to protect employees, contractors and our customers.  This means the installation of automated meter reading (AMR) devices and smart meters is temporarily on hold.  We’ll contact you with a new appointment as soon as it is deemed safe to restart site visits.

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

All non-essential site visits have been suspended to protect employees, contractors and our customers.  This means that only site works relating to emergency supply issues will go ahead. We’ll contact you with a new appointment as soon as it is deemed safe to restart site visits.

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 since 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-20 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 received my March bill and the total gas/electricity cost is zero – what has happened?

To minimise the impact on businesses that have been forced to close as a result of coronavirus, where possible we attempted to contact every customer that didn’t have an up to date meter reading on their account.

We have also looked at your industry type to determine if you have been forced to close. Having an up to date meter reading means we know exactly how much gas/electricity your business has consumed and we can therefore send you an accurate bill, rather than an estimate. We struggled to get hold of people and response to our email requests was low, so in cases where the March bill was going to be calculated based on an estimate reading, we have used the same meter reading as February. This means that the ‘usage’ for March shows as zero and therefore, the total gas/electricity cost is £0.00.

We did this to stop customers from receiving estimate bills, based on ‘normal’ consumption, at a time when consumption has reduced or stopped altogether. This is a short-term solution for an unprecedented situation, and we will need to charge for March consumption in the future, once we have an accurate meter reading. We just don’t want customers paying for energy they potentially haven’t consumed at a time when paying bills might be a struggle.

If your business consumed any gas/electricity in March, please send us an up to date meter reading so we can adjust your consumption accordingly and send you an accurate bill.

Online: my.gazprom-energy.co.uk
Email: enquiries@gazprom-energy.com
Phone: 0161 837 3395

Please be aware that you’re still liable for standing charge costs, even when there is no charge for gas/electricity usage.

Coronavirus (COVID-19) FAQs