Opening Up - A COVID-19 Update (July)

During lockdown, we’ve adapted how we work. Our customer service team has been working from home and - barring some interruptions from pets - has put in a stellar performance that has seen call times suffer no adverse effects and maintained our 5-star standard. With the country opening up a bit, we have some updates on the services we can offer.

What’s new?

Meter readings

In the interests of the safety of our partner engineers and customers, we temporarily suspended our meter reading service. Now that things are opening up, we’ll be offering meter readings again, but only on meters that are outside. If your meters are inside, you can submit a reading using your online account or by calling us on 0330 111 5050. If you’re unsure as to how to read your meter, we have a guide here.

You may receive a card through the door from Morrisons Data Service (MDS) requesting that you provide a reading. MDS provide our meter-reading services, and so if you do get a card requiring a reading, please either submit one using the methods above, or contact us to request one.

Smart meters

Our smart meter installation service was also suspended in the interests of safety during lockdown. With regulations easing, we’ll be offering no-contact smart meter installation appointments carried out by our partner engineers. During the appointment, the engineers will:

  • Observe safe social distancing
  • Wear appropriate PPE throughout their visit
  • Call you before the appointment to ensure that you’re still happy for the visit to go ahead
  • Talk you through the entire process and safety measures and confirm you’re comfortable with the installation going ahead

To book a smart meter installation appointment, or to find out more about smart meters in general, please get in touch and we’ll be able to help.

We’ll have more updates in the coming weeks as things continue to open up further. If you have any questions or comments, please let us know on Facebook or Twitter, by emailing help@so.energy or by calling us on 0330 111 5050.


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