Meter & Utilities Advice for Customers

Information for people with prepay meters who are self-isolating or affected by Covid-19

If you are self-isolating or recovering from Covid 19, you may not be able to leave your home. This can be a problem if you have a prepay meter, which requires you to go to the shop to top up.

Different energy suppliers will have their own ways of dealing with this, which can include one or more of the following options:

Smart meter top up – you can do this online using the usual process. If you are struggling financially due to working restrictions, your energy supplier may be able to top up your meter if it is an emergency situation.

Electricity key or gas card top up – you can pay your supplier directly by phone and they will then send a special code to a pay-point near to you. This code can then be picked up by family or friends. If you don’t have anyone who can do this for you, your supplier may be able to send a key or card to your home that will allow you to top up.

General tips – if you are not self-isolating, it’s a good idea to keep topping your meter up with extra money whenever you can to build up plenty of credit incase you have to self-isolate at a later date.

If you or anyone in your homes has any underlying health conditions, you should also contact your energy supplier to let them know. They will add you to the Priority Service Register, which will give you extra support should you need it.

If you are self-isolating, you should contact your energy company as soon as you become aware of an issue to do with your prepay meter, as some of the solutions above can take a few days. 

Energy advice for billed customers affected by Covid-19 

  • If tenants are having difficulty paying bills or keeping up with Direct Debit payments, they should call their energy supplier as soon as possible to see what assistance may be available to them.

  • Customers may still receive automatically generated recovery letters and other notices. If you do receive one, then phone your energy supplier as soon as possible.

  • Energy suppliers are keen to identify households that have have vulnerable people so they can add the household to the Priority Service Register and offer support. This is particularly important if you are at risk of being cut off from your energy supply.

  • It is vital that if you are experiencing difficulties with your energy supply, then do not ignore it and get in touch with your supplier as soon as possible. The earlier you get in touch the easier it is for the supplier to offer support, and it may prevent any emergency measures being carried out.

Struggling with finances as a result of Covid-19? 

We know household income is a worry for many, impacted by the Covid 19 pandemic.

If you live in a Loreburn home and are struggling with finances due to Covid 19 please talk to us. 

You can contact us on 01387 321300, via email at or speak directly with your Neighbourhood or Income Officer.

Useful Contact Numbers

Loreburn Repairs - 01387 321 400

Uk Power Cut Line - 105

Police Scotland - non Emergencies 101

DG Virtual Operations Team -

BT Openreach - 0800 023 2023

Scottish Water - 0800 0778 778

National Gas Emergency Service - 0800 111 999

Homeless Emergency Number - 0300 343 1505

Dumfries & Galloway Council - 030 33 33 3000

NHS 24 – 111

Emergency – 999

D&G Council – 030 3333 3000

Samaritans – 116 123 

The main energy suppliers and their contact details are listed below. Many of these suppliers have a live chat option on their website if you have no phone credit.


0345 026 2658 – Customer service

0345 071 9852 – Priority service


0333 200 5100


0345 2068 333


0300 3030635

Scottish Power

0800 0270072

Scottish/ British Gas

0220 100 0303


0330 102 7517


0330 100 3000

text phone 0800 413 016

0345 303 3040