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CORONAVIRUS – YOUR QUESTIONS ANSWERED

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.

When Coronavirus hit the UK, we reviewed and revised our BCP to ensure business continuity and provide essential services while also ensuring the health and well-being of our employees. We also reviewed home working capability across our organisation in line with government advice. Our offices are now open however,  our employees also have the ability to work from home. 

You will still be able to contact us via telephone and email. We have also introduced webchat for some areas of the business to improve our availability. Our intention is to continue to offer you the same high standards of customer care come what may. 
 

We have arranged for our employees to be able to work from home should we have to close our offices again and will ensure that our Contact Information web page contains up-to-date contact information. 

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]

As has been the case all year, 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 resumed meter reading services in August, field agents follow robust COVID safety protocols based on government guidance.

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

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 businesses in the UK. To continue treating our customers fairly, we have put in place emergency measures which will help you during this period. This is specifically for 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:

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]

We recognise that Coronavirus will have wide-ranging implications for UK-based organisations operating across all sectors. 

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]

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

Yes, you can continue to trade with us as usual. Your Account Manager will be able to assist you with any queries.

We are continuing to send 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 with many employees working from home. To minimise the spread of the virus, we have asked for no external face-to-face meetings to take place. However, we do have 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. We’re here to help you!

Your 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.

Here at Total Gas & Power, we’re totally committed to helping you through this challenging time so please don’t hesitate to get in touch if you have any concerns.

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