IMPORTANT INFORMATION REGARDING COVID-19

In light of the current, ever-changing COVID-19 outbreak, we are taking active steps to support our customers and protect our employees whilst ensuring we deliver the same exceptional service that you are used to.

 

We are confident that we can minimise any impact upon our service standards as our flexible operating functions are able to continue working effectively through these challenging circumstances. However, it is possible that some services may be slightly slower than usual. We apologise for any inconvenience this may cause and will keep you informed with any changes we may need to make. 

 

Changes that might impact service levels:  

      • Our employees have been asked to work from home following the recent government advice  

 

To minimise impact upon our customers during this period we will continue to: 

      • Answer any emails which are received within our usual same day response period  
      • Answer any phone calls as quickly as we can so you will still receive any assistance which you may need  
      • Monitor the advice and update you with any relevant changes 

 

Your business’ electricity consumption may change - please let us know 

Your business is likely to be facing disruption and uncertainty, including perhaps extended periods of closure or changes in your operating patterns. Our standard industry calculated meter reading estimates could easily overstate your consumption and we are keen to minimise this impact.

 

If you have a NHH meter we strongly recommend that you provide frequent meter reads to ensure that our records of your usage are as accurate as possible. This will ensure that we can continue billing you efficiently and to the correct amount. Meter readings can either be uploaded through your customer portal or emailed to us at heretohelp@brytenergy.co.uk.

 

It is also important to be aware that, for their own safety and for that of our customers, our meter readers may not be able to access sites and cannot take meter reads on your behalf.

 

Even in shut down, some charges will still apply 

Even with sites shut down, a low level of energy is supplied to the property and standing charges will still apply. This will continue to be included in your monthly energy bill and will need to be paid in line with the balance due dates as per your contracted payment terms.

 

There is support available 

We appreciate that payment may be more difficult at the moment, with tough decisions needed as to which bills are your priority. There is government support available for businesses to help you through this difficult time. You can find out more about this here.

 

If you feel there is a chance you will be unable to pay your bill, please let us know as soon as possible.

 

We’re here if you need us 

To ensure you receive any assistance you may need, our friendly team are still available to answer all phone calls during our usual opening hours of 8.30am to 5.00pm. All emails received before 4pm also continue to be responded to as per our usual same day response period. 

 

Heidi Wilbor, Director of Customer Service & Operations

 

KNOWLEDGE HUB