Which electricity companies are giving out preloaded keys to top up prepayment meters?
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IF you're struggling to top up your prepayment meter due to the coronavirus crisis, you may be able to get a preloaded key from your energy supplier.
With a prepayment meter, you use a top-up card or key to load money onto your meter and that balance then falls every time you use energy.
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But due to the coronavirus pandemic, some will struggle to leave their homes to make the trip to a top-up point.
Workers have been advised to self-isolate if they've come into contact with someone infected with coronavirus or fallen ill with symptoms of it.
While earlier this month, 1.5million vulnerable Brits were also told to self-isolate for 12 weeks.
However, the Department for Business, Energy and Industrial Strategy announced extra help for more than 4million prepayment meter customers to prevent their energy supply from being cut off.
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Support includes sending someone else to top up your card, having a pre-loaded gas or electricity card sent to you in the post, or having funds added to your credit.
Regulator Ofgem also recommends leaving your meter box unlocked if you need someone else to top up the meter.
So which energy suppliers give out preloaded keys to top up prepayment meters?
We checked with the big six energy firms and the three biggest challenger suppliers - below are their policies.
Which electricity companies give out preloaded keys to top up prepayment meters?
British Gas
is advising customers to ask a friend or family member for help to top up your prepayment meter if you can't leave your home.
If this isn’t an option, you should contact the energy supplier to discuss your options.
It'll then work with you to find a solution to make sure your supply isn't cut off, it told The Sun.
British Gas also said it's sending preloaded top-up cards to around 35,000 medically vulnerable customers.
These include those who are most reliant on medical equipment, which may include medicine refrigeration, a stair lift, hoist, electric bed, nebuliser or an apnoeea monitor.
The cards are preloaded with 12 weeks of gas and electricity credit based on the individual customers’ historic usage to make sure you have what you need.
Bulb
If you’re not able to top up during a period of self-isolation, is advising you to get a trusted person to do it for you.
In some cases, it may also be able to arrange for you to top-up remotely and it might post a preloaded card or key.
EDF Energy
If you're on a prepayment meter and in self-isolation, it's worth asking a friend or family members if they can top up your meter, advises.
If this isn't possible, it said it's able to preload keys and cards with credit to then send through the post.
E.ON
said that if your electricity meter falls below 50p of emergency credit, or you've run out of credit for gas, it can either send a card or key in the post.
Alternatively, it'll send an engineer to your home to top up for you.
But it's urging customers, if possible, to top up a little extra or ask family or friends for help in order to prepare for self-isolation.
NPower
If you’re about to run out of credit and can’t top up, is advising users to contact the energy supplier for help.
This may include making a payment by telephone and it'll then send a preloaded card to you.
NPower is currently also increasing emergency credit levels to £45 to provide an additional buffer for prepayment meter customers.
Ovo Energy
If a customer doesn't have anyone who can help them top up, Ovo Energy said it'll treat every case individually to make sure it's providing the best support and options for each situation.
For example, one solution for prepayment meter customers could include a credit extension.
This is emergency credit to see customers through difficult times.
If a customer is eligible for a credit extension, this money will need to be repaid at a future date.
Scottish Power
said it's focusing on keeping the power on for its customers during difficult times.
This may include additional support for prepayment customers who are unable to get out to top up their payment keys or cards - for example, by sending out pre-loaded payment keys or cards.
It's advising customers who can't top up their meters and who are about to run out of credit to contact the supplier.
Scottish Power said it's operating a reduced service due to the coronavirus and can only answer emergency calls, such as customers who are at risk of being cut off.
Shell Energy
Shell Energy is urging customers who can't top up their meters to contact the supplier for support.
If you have a smart pre-pay meter, it may offer credit of up to £50 through your online account depending on your circumstances.
Alternatively, if you have an older style meter, it may send out an engineer to your home to top up your meter.
SSE
, which is now owned by Ovo, is encouraging customers to keep at least 14 days' worth of credit on their meter in case they need to self-isolate.
If you're not able to do this, you should ask family members or friends if they can help you in the first instance.
If this isn't possible either, SSE said it may be able to arrange for an engineer to deliver your credit on a key or card.
What if I'm with another supplier?
No matter which supplier you're with, it's worth getting in touch for help if you're struggling.
If you aren't able to leave your home to top up, you will be able to ask your supplier to keep you connected.
Your supplier has to help you come to a solution, so don't bury your head in the sand.
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