Covid-19 BillPay Customers

The impact of Covid-19 has been huge on families and local communities across Northern Ireland. We understand the anxiety and challenges the virus has presented to all our customers, including their health and financial wellbeing.
We continue to support the measures aimed at limiting the spread of the virus and all our business operations are guided by the latest advice issued from the Northern Ireland Executive and Public Health Agency.
Budget Energy takes the issue of serving our customers and protecting our staff very seriously, during what are uncertain times. We have adapted our working practices to ensure the energy services we provided to you have continued unaffected and customers have been able to access information and support from our teams.

Budget Energy are here to help
We know our customers may be anxious about their energy supply and payment options. That is why we have pulled together some information regarding your tariff, as well as the additional services and support we provide for all our customers.
This includes information relating to billing, payment options and our ongoing commitments to customers through our various Codes of Practice. Contact information is also provided for a range of advice organisations that can help in relation to Covid-19 and issues in relation to debt, wellbeing and energy efficiency.

I’m worried about paying my bill.

We understand this is a worrying time, but we are here to help.
If you are having difficulties paying for your electricity, please get in touch with us as soon as possible. Our trained staff are on hand to support all customers and will consider your individual circumstances to help manage your energy needs.
You can contact our Customer Support team on freephone 0800 012 1177, or email us at talktous@budgetenergy.co.uk. We have also introduced a ‘live chat’ function which can be accessed via our website www.budgetenergy.co.uk.

Please be assured that we will seek to come to an arrangement that allows you to manage your bills and any arrears that may have developed. If needed, we will offer an arrangement to pay an agreed amount by instalment over a set period of time.
If we don’t hear from you and arrears are building on your account, we will get in touch to discuss any issues in relation to your bills. Again, we will consider a range of options available, such as repayment plans or prepayment meter, that can help you manage your bills.

How can I stay in control of my electricity bills? If you are a Direct Debit customer, we will continue to collect your Direct Debit payments on a monthly basis. You will also receive a bill every quarter detailing your total usage against your total payments received. If you pay on receipt of a bill you can still pay by cash, cheque or card at a bank or local post office. You can also make payment via your online account or over the phone on 0800 012 11 77. NIE Networks have resumed all meter reading services and where possible will be re-entering customers’ homes to read meters. NIE Networks is urging customers to protect its meter readers and themselves by continuing to observe social distancing protocols. It’s important that bills are based on actual meter readings, so bills are kept accurate. We encourage all our customers to submit regular meter readings – this will ensure that your bills are as accurate as possible. Here’s a reminder of all the ways you can submit a meter reading and if you are unsure as to how to read your meter, call us on Freephone 0800 012 11 77 for advice. • Email meter readings to: info@budgetenergy.co.uk • Submit meter read by phone: 0800 012 11 77 • Submit Meter Reads via the Budget Energy App*
*To set up an online account simply download the Budget Energy App from the Apple store or Google play store. As the Covid-19 crisis continues please be reassured that Budget Energy will continue to serve all our customers. Our Customer Service teams are fully operational and here to deal with any queries or issues you may have on 0800 012 1177 or email us at talktous@budgetenergy.co.uk. We encourage you to get in touch with our teams to discuss any issues with your account, payment difficulties or additional support needs you may have. We will continue to update our website as the situation develops. Please see our Covid 19 page https://budgetenergy.co.uk/covid-19/ for further detailed information and a copy of this letter. Thank you for your patience and support during what is a challenging period for everyone. We want to reassure you that we’re doing everything possible to support our customers at this challenging time.
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