We would like to reassure our customers that we are making the necessary arrangements to operate our business with the minimum of disruption amid the situation with COVID-19 (coronavirus).

We are closely monitoring the guidance from Public Health England and government and making plans for appropriate and practical measures that protect the health of our staff, while ensuring our high service levels are maintained.

First and foremost, suppliers will have robust processes and contingencies in place to manage supply and demand. Whilst our role in managing your contracts does not affect your supply, there are some practical issues to consider should your organisation or Zenergi be unable to operate as usual for a period of time.

In the event that bills can’t be processed – either because they are not produced or sent by suppliers, or not able to be processed by Zenergi:

• For customers with Direct Debit payments, we can retrospectively validate those bills and make any necessary amendments in time
• Suppliers are aware of the potential impact of payments not being able to be made and will have to manage this

Consumption

• We will monitor the potential effect on consumption against contractually purchased volume and, once we know the actual energy consumed, work with the suppliers to understand the options available.

Site works

• Undoubtedly, if the country needs to take steps to isolate as we have seen elsewhere, any planned site works are likely to experience delays, but we will do our best to meet requirements within the limits of our ability.

We are confident that we have prepared well. Meanwhile, we will continue to follow the approved guidance and will update customers should we need to implement any measures.

You will always be able to get through to a member of the team if you need to discuss anything with your account. Meanwhile, if you have any questions, please don’t hesitate to contact your relationship manager.