If you have a prepayment meter and you’re unable to top up because you're self-isolating or unable to visit your local PayPoint outlet, you can ask someone else to top up for you.

You can speak to a family member, friend or neighbour to ask if they can top up for you. If you don’t have friends or family nearby, you can call your local volunteer service on 0808 196 3646 to arrange for assistance. They’re open every day from 8am to 8pm.

Before someone arrives to pick up your key or card, make sure to:

  • Wash your hands thoroughly and remove the key or card from your meter

  • Wipe down the key or card gently

  • Put the key or card into an envelope, or bag, with the name and address of the Paypoint outlet you normally use to top up, and which meter you need to top up (gas, electricity or both).

When the person topping up your meter arrives at your door, ask them to keep a safe distance from your front door. You can put your key/card in an envelope and place it on your doorstep. Once you’ve closed the door and your key/card has been successfully collected, it’s a good idea to wash your hands.

Once your nominated person has topped up for you, they’ll come back to your home, place the envelope or bag on your doorstep and let you know it’s there. The envelope or bag should now contain your key/card and the receipt showing the top up amount. Gently wipe down your key/card before placing it back in your meter. And finally, wash your hand once again.

What do I need to put in the envelope?

  • Your key/card that you have wiped down

  • For cash top ups, put the cash in the envelope (we only advise doing this if you know the person who is topping up for you).

  • For cashless top ups, if you paid for your top up over the phone, put a note in the envelope with more details:

    • PPMIP for electricity - include the 8 digit reference code (also called a TAG code)