Coronavirus (COVID–19) Common Questions answered FAQs

Coronavirus (COVID–19) common questions answered FAQs

With the current coronavirus pandemic (COVID-19), we appreciate and recognise that this is a challenging time for you. You may have some questions on how this may affect you and your electricity supply and your bills. Below are some frequently asked questions relating to the current situation.
If our FAQ has not been able to answer any of your questions please email our team at help@neonreef.co.uk or contact us via Live Chat and we will be happy to assist you.

There will be no changes to the electricity supply to your home. The energy industry has plans in place with critical partners to continue to deliver energy to your home as normal.

Please feel assured that there will be no change to the level of service we offer you. Our main priority is to deliver the service we pride ourselves on ensuring that we look after our customers and our team.

The Neon Reef Team are working remotely from home and will be operating a normal level of service. We have extended our Live Chat facility and will now be available Monday – Friday between 08:00am – 20:00 to offer more support for you.

Keeping our customers and our team safe is our main priority. We are continuously monitoring the situation and we will no longer be entering homes to take readings.

Following the recent guidance from the government, we will no longer be attending properties to read meters, even if these are outside your property.

We urge our customers that can safely take readings to do so and update these via your online portal. If you are on our priority service register and you do not have someone in your household to read your meter for you, we will be in contact in due course to rearrange a visit to obtain a reading when safe to do so.

You will need to contact your local disruptor if there is an electricity emergency or power outage at your home by calling 105 from your mobile or landline free of charge

If this is an issue with your meter rather than the local distributor you can contact us by emailing help@neonreef.co.uk or by Live Chat via our website, and we will arrange for someone to attend your property.

If you think you may have Coronavirus (COVID – 19) or are self-isolating due to having similar symptoms its important you let us know, so we can better inform our agents so they are fully equipped with protective clothing when attending your home.

This will not affect us attending your property and we will do everything we can to have you up and running as soon as possible.

Currently any routine meter exchanges have been placed on hold to protect our customers and our Team. We will be ensuring we get any appointments booked in as soon as safe to do so and we will be contacting our customers to advise.

We understand that most people will be either working from home or be at home due self-isolation and be concerned with a potential increase in usage.  If you have concerns with your bills or monthly payments we recommend you get in contact with us at  help@neonreef.co.uk  We will be completing reviews on an individual case basis and any change of circumstances. 

For energy efficient advice please visit Energy Saving Trust at  https://energysavingtrust.org.uk/ They are an independent party that offers impartial advice to provide tips and advice to reduce usage by providing energy efficiency advice. 

You can also independent advice from Citizens Advice Consumer service by visiting www.citizensadvice.org.uk/energy or by phone on 0808 223 113 or consumer service Welsh Speaking 0808 223 1144.

It is important that if you are having difficulty to make payments to contact us at help@neonreef.co.uk   We will be completing reviews on an individual case basis and any change of circumstances, to offer as much support as possible.  It is important to not just cancel your Direct Debit without contacting us.

You can also independent advice from Citizens Advice Consumer service by visiting www.citizensadvice.org.uk/energy or by phone on 0808 223 113 or consumer service Welsh Speaking 0808 223 1144.

You can also visit Energy Saving Trust at  https://energysavingtrust.org.uk/home-energy-efficiency/financial-support for information regarding financial support and information regarding grants.

You will still be able to switch to Neon Reef with no issues or concerns this service is not affected. The Team will continue to support you with your transfer and answer any questions or concerns, either by email at help@neonreef.co.uk or via Live Chat which is available Monday – Friday 08:00am -20:00

The Priority Services Register (PSR) is a free service provided by Neon Reef to our customers in need.  Customers that are affected with any of the circumstances below You can apply for the Priority Services Register (PSR), or a family member/carer can apply on your behalf

– Disabled
– Chronically sick
– Bedridden
– Living with dementia
– Of pensionable age
– Living with children under 5
– Experiencing mental health issues
– Living with learning difficulties
– Unable to speak English
– Temporarily experiencing difficulty due to life-changing events (things like: an operation, pregnancy, redundancy or bereavement) 

Please visit https://www.neonreef.co.uk/priority-services-register/  to learn more about our priority service register and to sign up for this scheme.

We will be completing reviews on an individual case basis and any change of circumstances, to offer as much support as possible.  It is important to not just cancel your Direct Debit without contacting us.

You can also independent advice from Citizens Advice Consumer service by visiting www.citizensadvice.org.uk/energy or by phone on 0808 223 113 or consumer service Welsh Speaking 0808 223 1144.

You can also visit Energy Saving Trust at  https://energysavingtrust.org.uk/home-energy-efficiency/financial-support for information regarding financial support and information regarding grants.

For advice around stay at home guidance please visit https://www.gov.uk/government/publications/covid-19-stay-at-home-guidance

For advice and guidance around social distancing please visit https://www.gov.uk/government/publications/covid-19-guidance-on-social-distancing-and-for-vulnerable-people/guidance-on-social-distancing-for-everyone-in-the-uk-and-protecting-older-peop le-and-vulnerable-adults

Please continue to follow medical advice and guidance provided by Government and World Health Organisation (WHO) by visiting https://www.who.int/