I'm worried about being able to pay my energy bills in the future due to uncertainty with my household income

We understand that this is a strange and difficult time for everyone, and we want to support you as much as possible. If you’re worried about whether or not you’ll be able to afford your future energy payments, it’s important you speak to us as soon as possible. 

We want to provide tailored support and work to everyone's individual needs, to discuss your concerns, please contact us on 0330 094 5800.

I have a reduced income due to being directly impacted by COVID-19

Due to the current government advice, we know businesses will suffer financial shortfalls due to COVID-19, which may mean your monthly income has changed too. 

If your household income has changed because of this, we’ll be able to discuss lowering your monthly Direct Debit payment to give you breathing space over the coming months. Please be aware that by lowering your monthly Direct Debit, your future payments will increase to cover the difference. 

Please contact us on 0330 094 5800 to discuss your options.

I have no income at all due to being directly impacted by COVID-19, what support can you offer?

If your income has been stopped completely, we may be able to offer you a ‘Payment Holiday’ which will pause your payments to us for a short period of time, letting you prioritise other monthly payments like your rent or mortgage. 

To discuss this as an option, please contact us on 0330 094 5800.

You've sent me a communication to increase my Monthly Direct Debit amount but I can’t afford that new amount currently

We reassess your monthly Direct Debit payments every three months to make sure your payments are in line with your usage. Due to the financial impacts caused by COVID-19, we understand that this might not be the best time to increase your payments and we can assess this based on your personal needs and affordability. 

To discuss changes to your monthly Direct Debit, please contact us on 0330 094 5800

Why are you sending me debt collection communications during this period?

We have a regulatory and ethical obligation to let you know if there is an overdue payment on your account. We don’t want you to fall behind and build up a larger balance that will put you in further financial difficulty in the future. 

If you’re unable to pay the outstanding balance on your account, we have a number of payment options available, for instance setting up a monthly Direct Debit. 

Please follow the information on the communication you’ve received, that way we will be able to arrange an affordable repayment plan with you.

Will my reduced payments or payment holiday impact my credit score?

No, as long as you contact us to agree an amended payment amount or payment holiday there will be no adverse impact on your credit score.

Why are you asking me to pay at all, you should be supporting customers

It's important that we support those customers who are most impacted and put in the most vulnerable situation as a result of coronavirus. That's why we're asking everyone who feels impacted to get in contact so we can see how we can help.

I'm worried about a vulnerable neighbour or family member that might not be able to keep up with their payments, will you turn off their supply?

No, we will not turn off their supply. If they have a Prepayment Meter, we will also work with them to ensure they don’t go off supply. You should encourage that person to contact us as soon as possible if they are struggling to make agreed payments so we can discuss the right support package for them. If you know them well and they are willing to, they can set you up as an authorised contact on their account so you can then discuss their requirements directly with us on 0330 094 5800.

I make my payments for my energy supply via my Government Benefits (Fuel Direct), will this continue as normal?

Yes, we’ve been in contact with the Department of Work and Pensions and they’ve confirmed there will be no interruption to this payment service. You would need to make contact with the Department of Work and Pensions to discuss changes to this service as your payments have been set up in line with your affordability already.

I have a Prepayment Meter and repaying a debt but I am not able to keep up with both my usage and debt payments

We have a number of options available to support you through this period. These include pausing debt repayments for a period of time or reducing the amount of debt that you repay to make sure you can afford your usage payments. 

Please contact us on 0330 094 5802 to discuss your options.

I have a Prepayment Meter but I am unable to get to the shop to top up my meter because I am Self Isolating

If you have a Smart Prepayment Meter, the quickest and easiest way to top up is via our app. Search ‘Shell Energy top up’ from your app provider (iOS/Android).

You can also top up online by clicking here 

Alternatively, you can call us on 0330 094 5802 and our team will be able to credit your meter remotely. Lines are open 8am to 8pm Monday to Friday, and 9am to 4pm Saturday.

If you don’t have a smart prepayment meter, try talking to friends or family who live close to you as they might be able to top up your key or card for you. If your meter is outside of your home, consider leaving your meter box unlocked if it’s safe to do so, so that a friend or family member can access it and top up for you. 

If this isn’t an option for you, then please contact us on 0330 094 5802 and we will work with you to find a solution, please be aware that it may involve someone visiting your home to make sure that you remain on supply. 

I have a Prepayment Meter but can’t afford my usage as I have a reduced or no household income due to COVID-19

We’ll be able to offer you a short term credit facility to ensure that you do not go off supply. Please remember that this facility is repayable and we will be in touch at a suitable point in time to arrange repayment of this at an amount that you can afford. 

Please contact us on 0330 094 5802 to discuss your options.