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How we’re supporting our customers and employees.

Covid-19 is affecting everyone – but we can get through it if we all support each other. Looking after our customers and employees is our top priority. So we’ll be working hard to prioritise emergencies and put the needs of our most vulnerable customers first – no matter what.

Contacting us during the outbreak

Our call centre staff will need to focus on helping vulnerable customers and dealing with emergencies. So please take a look at the FAQs below before getting in touch.

Frequently asked questions (FAQs) – updated 23rd March at 10:30am

I have an engineer appointment booked – will it still go ahead? 

In line with government guidance, we’re taking steps to minimise non-essential contact with all customers nationwide which means we’ll be postponing all existing non-essential appointments to help us attend to all essential appointments where customers are without heat or hot water, need your annual safety check completing, have uncontrolled water leaks and to restore gas supplies following isolation when a gas escape has been reported. In addition we will be completing priority new gas boiler installations to ensure you have heat and hot water.

So that everyone knows where they stand, we’ll confirm all cancellations either by text, telephone call or letter.

We will stop taking any new bookings for non-essential work nationwide for now. We’ll update this information if government guidance or engineer availability changes.

What if I think I might have Covid-19 but I have a heating/hot water emergency –

We’re working really hard to help vulnerable customers and those with emergencies – whatever their health situation – but please let us know if you think you could be at risk so we can take proper safety precautions. Contact your landlord or your local PH Jones branch or you can also contact us via webchat and we’ll find a way to help.

My appointment has been cancelled, when can I rebook? –

We really can’t say for sure right now as the coronavirus situation changes on a daily basis. We’ll update the answer to this question when we know more – so keep checking these FAQs.

I have an appointment booked, can I cancel it? –

The quickest and easiest way to cancel your appointment is online via our webchat service, otherwise you can contact your landlord or local PH Jones branch. We’re not rebooking non-essential appointments for a later date at this time due to the uncertainty around the spread of coronavirus – we’ll keep you up to date as things change.

How is PH Jones keeping customers safe during engineer visits? –

 When you book an engineer appointment we’ll ask you if:

  • You or anyone in your home has been diagnosed with Covid-19
  • You or anyone in your home has been advised to self-isolate
  • Anyone in your home is at higher risk – i.e. over 70, respiratory issues etc


If you answer ‘yes’ to any of these questions, we’ll work with you to assess your need for an engineer visit before deciding what to do next. We’ll prioritise emergencies and we may need to postpone non-urgent visits to a later date.

Our engineer will also call you on the day of your appointment and ask the same set of questions, in case anything has changed since you booked.

When an engineer does visit a customer’s home, they’ll take additional precautions – including hand-washing – before, during and after the appointment. They’ll protect you and your family members by keeping a safe distance at all times – and we ask you to do the same.

How are you making sure your engineers are protected and don’t spread the virus to customers? –

We’re offering full pay to all employees who are self-isolating or looking after children or other family members during this difficult time. It’s the right thing to do and we don’t want engineers to feel pressured into working if they’re unwell. We’re also contacting customers before our engineers visit to make sure they haven’t been diagnosed with Covid-19, advised to self-isolate or have recently returned from a high-risk area.

What are you doing to help vulnerable customers? –

We know things are particularly tough for vulnerable customers who need to self-isolate. So we’ve put processes in place to make sure we prioritise their needs. And we’re also following official health advice and working with industry bodies to look after all our customers during this difficult time. If we all look out for each other, we’ll get through this together.

I have an appointment booked, can I move this to a later date? –

You can do this for essential jobs as long as it not impact the safety or the customer and/or property, or the compliance timeframes,however we will not be rebooking appointments for non essential visits at this time as we’ve set out above for you.

The easiest and fastest way to change your appointment is online via our webchat service or by contacting your landlord or local PH Jones branch.

Are PH Jones employees defined as key workers by the UK government? –

On Friday, 20th March, the UK Government defined a list of key workers whose efforts will be essential as the UK responds to the ongoing coronavirus outbreak. This list included the utilities, communication and financial services sectors and covers many employees of Centrica plc (including British Gas & PH Jones) – e.g. engineers, contact centre teams, planning & resource, IT & data infrastructure, etc. The Government definition is included in their Guidance for Schools.

To help schools to clearly identify parents and carers of children who are key workers within our organisation we have issued them with a letter where applicable. Schools can verify this letter by also asking to see their PH Jones photographic ID card – all PH Jones employees, without exception, have one.

I can’t work because of Covid-19 and I’m worried about paying my bills or topping up my meter?

We understand that these are exceptional circumstances for everyone, especially our vulnerable customers. The Government has launched an emergency package with energy suppliers to ensure no-one faces any additional hardships in heating or lighting their home during the coronavirus outbreak. This package covers both credit and prepayment meter customers – and it includes a range of options from debt repayment plans to hardship funds where necessary. For more information on the package put forward by the Government and what Ofgem, the industry regulator, is doing during the outbreak, visit

Importantly, the government has also asked energy suppliers not to disconnect anyone on a credit meter during the outbreak.

But if you’re struggling to pay, top up or your circumstances have changed, please let your energy supplier know as soon as possible.