Skip to content
Please check an answer for every question.
Cookie settings

Total may deposit the following categories of cookies: Cookies for statistics, targeted advertising and social networks. You have the possibility to disable these cookies, these settings will only be valid on the browser you are currently using.

Enabling this cookie category allows you to establish statistics of traffic on the site. Disabling them prevents us from monitoring and improving the quality of our services.
Our website may contain sharing buttons to social networks that allow you to share our content on these social networks. When you use these sharing buttons, a link is made to the servers of these social networks and a third-party cookie is installed after obtaining your consent.
Enabling this cookie category would allow our partners to display more relevant ads based on your browsing and customer profile. This choice has no impact on the volume of advertising.

Coronavirus – Your questions answered

We know that many of you will be experiencing the impact of the Coronavirus by preparing for dramatic changes to the way you live and the way you work.  No rules have been written but we’re in this together.

You are very important to us and we’re working hard to prepare for the potential impacts of Coronavirus whilst protecting our employees and supporting you, our customers and partners with your business energy needs.

We’re constantly updating this area of our website with guidance to the most commonly asked questions.  We hope this is useful for you.

Please take care of yourselves and don’t hesitate to get in touch if you have any immediate concerns.

As a responsible supplier of energy to UK businesses, Total Gas & Power understands that the success of our customers and our partners relies on us providing a dependable energy supply and reliable services.  

For many years we have maintained a business continuity plan (BCP).  Our BCP is designed to enable us to continue to operate in most, if not all, circumstances.

We have reviewed and revised our BCP to ensure to that we will be able to continue to provide essential services while ensuring that the health and welling our employees and customers is at the forefront of our decision-making.  We have also reviewed home working capability across our organisation to ensure business continuity as, in line with government advice, our offices are now all closed and our employees are working from home. 

You will still be able to contact us via telephone and email.  Our intention is to continue to offer you the same high standards of customer care.  However, please be patient as response times may be longer than usual.
 

If your organisation is deemed essential by the UK Government and remains open, please let us know by emailing us as soon as possible: [email protected]

Please include all the relevant account numbers you have with us along with a meter reading.

We have arranged for our employees to be able to work from home and will ensure that our Contact Information web page contains up to date contact information.  We may have limited availability to take calls during busy periods, so we would ask customers to submit their questions via our web form facility, where possible.

Please ring 0800 111 999 to report the gas emergency incident.  Further information can be found here:  https://www.gas-power.total.co.uk/what-do-i-do-if-there-gas-emergency

Please ring 105 to report the electricity emergency incident. Further information can be found here: https://www.gas-power.total.co.uk/what-do-i-do-if-there-electricity-emergency

We will report your post-gas emergency incident to the relevant Meter Asset Manager who will prioritise any remedial work with their engineering teams and liaise with you directly.

Please contact our Metering Operations team if you have any questions to post-gas emergency work or need to report an incident:

Telephone number: 0333 003 7874 (Option 3)
Email: [email protected]

At this point in time, supply can comfortably meet demand therefore there is no need to worry about your energy supply being interrupted.

There is currently no shortage of natural gas or electricity in the UK.

Total Gas & Power’s appointed meter reading agent is Morrison Data Services (MDS).  
On the basis of guidance issued by HM Government, MDS has paused all field operations as of 24th March 2020.

This action seeks to preserve the safety of members of the public including end customers and our meter readers.

MDS recognise the impact of this and will be working to resume at full capacity as quickly as possi-ble, when it is deemed safe to do so. 

Should you have any specific questions or concerns related to our meter reading services, please contact us by telephone on Tel: 0333 003 7874 or submit your question via our web form facility.

For all non-emergency enquiries concerning AMR & Smart meters, please contact our Operations team using the relevant contact details below. We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible.

Telephone number: 0333 003 7874 (Option 3)

Smart Meter Enquiries
Email: [email protected]

Gas AMR Meter Enquiries
Email: [email protected]

Electricity (NHH) AMR Meter Enquiries
Email: [email protected]

Our customers are very important to us and we understand that this will be a challenging time for many of you.  To continue treating our customers fairly, we have put in place emergency measures which will help you during this period.  This applies to small and medium businesses and we have written to all whom this applies.

Help us to help you

Firstly, to ensure you don’t pay any more than you need to, if you do not have a smart meter or AMR, please send us a meter reading:

Firstly, to ensure you don’t pay any more than you need to, if you do not have a smart meter or AMR, please send us a meter reading:

Gas: https://www.gas-power.total.co.uk/business-gas-electricity/business/submit-meter-reading/submit-your-gas-meter-reading

Electricity: https://www.gas-power.total.co.uk/business-gas-electricity/business/submit-meter-reading/submit-your-electricity-meter-reading

or by email:

Gas: [email protected]

Electricity: [email protected]

If you can’t send us a meter reading…

For your April-dated invoice, covering March consumption, we still want to help. We are therefore analysing all the data available to us across Gas & Electricity supplies in the UK to help us accurately calculate your estimated bill.  We know that this will be significantly lower than usual in some cases and want to reflect this as best we can in your invoice if you have been unable to obtain a meter reading.

We don’t want to send you invoices if your business has temporarily closed and you’ve stopped consuming energy either. For these customers we plan to place your invoices on hold starting from your May-dated invoice which covers your April consumption.

Please do not cancel your direct debit in the meantime.

If you remain open and you are consuming energy please let us know by emailing: 

[email protected] including your account number and an up-to-date meter reading.

If you have a smart meter, AMR or Half Hourly supply, you will continue to be invoiced but only for the energy you have consumed.

If you have any concerns and would like to speak to someone, please get in touch. We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible. 

Small & Medium Enterprise (SME) Customers
Telephone: 0333 003 7874 (Option 1, then Option 2)
Email: [email protected]

Large Commercial, Industrial and Public Sector Customers
Telephone: 01737 275828
Email: [email protected]

We recognise that Coronavirus will have wide-ranging implications for UK-based organisations operating across all sectors.  We are currently planning so that we can take care of our customers as best we can. 

If you would like to speak to someone about your concerns, please get in touch. We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible.

Small & Medium Enterprise (SME) Customers
Telephone: 0333 003 7874 (Option 1, then Option 2)
Email: [email protected]

Large Commercial, Industrial and Public Sector Customers
Telephone: 01737 275828
Email: [email protected]

For our small and medium customers, we aim to only charge you for the actual energy that your organisation uses.  In the event that your site is not consuming any energy, we’ll will place your bills on hold for the time being.

For our larger customers, our approach is slightly different to reflect the more flexible nature of the products.  Your bills may only include a standing charge to cover certain metering, network and transportation costs. These costs come from third parties and are typically passed-through on our utility invoices. The actual sums due may vary depending on the energy supply contract that you have with us.

To ensure you only pay for the energy you use, if you do not have a smart meter or AMR, firstly please send us a meter reading.  Here’s how you can do this:

Gas: https://www.gas-power.total.co.uk/business-gas-electricity/business/submit-meter-reading/submit-your-gas-meter-reading

Electricity: https://www.gas-power.total.co.uk/business-gas-electricity/business/submit-meter-reading/submit-your-electricity-meter-reading

or by email:

Gas: [email protected]

Electricity: [email protected]

 

 

If you can’t send us a meter reading….
We are currently analysing all the data available to us across Gas & Electricity supplies in the UK to help us accurately calculate your estimated bill(s).  We know that this will be significantly lower than usual in some cases and want to reflect this as best we can in your invoice if you have been unable to obtain a meter reading.

We don’t want to send you invoices if your business has temporarily closed.  If you have stopped consuming energy, we plan to place your invoices on hold starting from your May-dated invoice which covers your April consumption.

Please do not cancel your direct debit.

OFGEM has offered us advice on how to minimise the health risks to our workforce and the spread of Coronavirus, some of which has been taken from Government advice which can be found here: https://www.gov.uk/government/publications/guidance-to-employers-and-businesses-about-covid-19 and here: www.gov.uk/coronavirus

Talks have also been held between energy firms and the UK Government regarding how energy companies would continue operating in the event of a mass absence of staff. This scenario planning is underway and will continue to evolve as the situation we find ourselves in evolves.

Yes. We are putting plans in place to ensure you can continue to trade with us as usual. Your Account Manager will be able to assist you with any queries.

We will endeavour to continue to send all business-critical reports.  We will let you know if we intend to make any changes to our outbound reporting.

We are continuing to follow Government advice and stay at home. Our employees are now home-based and will not therefore be able to meet with you until safe to do so.

If your meeting is required urgently, there are a number of other tools that we can use without the need to meet face-to-face. Your contact at Total Gas & Power will be able to advise you on how best you can continue doing business with us.

Please contact our Operations team using the relevant contact details below.

We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible.

Telephone number: 0333 003 7874 (Option 3)

Gas Metering Operations
Email: [email protected]

Electricity Metering
Email: [email protected]

Please contact our Operations team using the relevant contact details below.

We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible.

Telephone number: 0333 003 7874 (Option 3)

Gas Metering Operations
Email: [email protected]

Electricity Metering
Email: [email protected]

Please contact our Operations team using the relevant contact details below.

We may have limited availability to take calls during busy periods, so we would ask customers to email us where possible.

Telephone number: 0333 003 7874 (Option 3)

Gas Metering Operations
Email: [email protected]

Electricity Metering
Email: [email protected]

As we have a variety of products and services available to customers, it’s important that we talk to you about your specific energy product. If you have any immediate concerns, please contact us via our web form facility. We’re here to help you!

We’re working hard to continue all business as usual activity.  Therefore, your energy transfer will still go ahead as planned.  If for any reason, there’s any issues with the transfer, we’ll be in touch.

As of June 1st, some of our metering partners have begun a gradual and phased remobilisation of non-essential field work, and will be in touch shortly to arrange appointments.

If you’re able to assist the NHS with this, please click on this link: https://ventilator.herokuapp.com/

Here at Total Gas & Power, we’re totally committed to helping you through this challenging time so if you’re able to support our NHS, please contact us via our web form facility we’ll work through the details with you.

Further information regarding Coronavirus can be found here: www.gov.uk/coronavirus