As a responsible energy supplier, we have created this page to provide customers with help and advice. We are working closely with the government, health organisations, Ofgem and consumer advice services to ensure we continue to follow the latest advice.
Unfortunately, due to the outbreak of the Coronavirus, we’ve closed our offices until further notice to protect the health and well-being of our employees.
To keep our people safe we’re running a limited phone service. Our call centre teams are very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If you need to submit a meter reading or pay your bill – that’ll definitely be faster online. Or if you need help from one of our colleagues but don’t want to wait in a queue, then drop us an email on email@example.com
We’ve partnered with Recite Me to make this page fully accessible to all. Click here and this page can convert to a screen reader for those with visual impairments. You can also customise the content styling for those with a disability, and it will translate into over 100 languages including 35 text-to-speech voices.
I have an electricity emergency what should I do?
If you have an electrical emergency or you lose power, you’ll need to contact your electricity network operator. Please call 105.
I have a gas emergency what should I do?
- Can smell gas
- Think you have a gas leak
- Are worried about carbon monoxide fumes
Please call the free 24-hour National Gas Emergency Service number immediately on 0800 111 999.
Are your phone lines still open?
To keep our people safe we’re running a limited phone service between 9am and 5pm, Monday to Friday. Our call centre teams are very busy helping vulnerable customers and those with emergencies like a loss of electricity or gas.
If your query isn’t urgent please login or register for an online account here: account.angelicenergy.co.uk/login or send us an email firstname.lastname@example.org. For urgent prepayment enquiries or if you are off supply please text Support to 80818.
I’m a prepayment customer and worried about going off supply.
Should the Government require the closure of businesses, as part of the national plan to slow the spread of the Covid-19 epidemic, then your local PayPoint outlet may no longer be available for meter top-ups.
As a precaution, we are recommending that, if possible, prepayment customers top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here.
We had increased the emergency credit levels at the beginning of the Covid lockdown period in March, 2020. However, these will now go back to the standard emergency credit levels. Please contact us if you have any difficulties or see below about topping up your meter.
I can’t get out to top up my meter, what can I do?
If you have a smart prepayment meter you can up here: angelicenergypayments.paypoint.com/Energy/ For other prepayment meters, in the first instance you should ask a friend or relative if they can collect your meter card or key and top this up for you. If you have no other options please send us an email (email@example.com). For urgent prepayment enquiries or if you are off supply please text Support to 80818.
If you are able to pay but are isolating and need assistance to top up, please contact the We Are Islington helpline on 020 7527 8222, or email firstname.lastname@example.org
If you find you are not able to pay, you can refer into the resident support scheme for emergency fuel vouchers. Please email ResidentSupportTeam@islington.gov.uk or visit the Islington webpage here.
For more information and advice about Covid-19, please visit the Islington Council website here.
What if I’m struggling to pay my bills?
If you are struggling to pay your bills, please contact us as soon as possible and we can work with you to find a solution.
I’m on the Priority Service Register, does that mean I won’t go off supply?
Obviously we can’t guarantee this, however you will be prioritised for reconnection in the event of an incident. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.
I’m reliant on electricity for my health, what should I do?
Please ensure you have updated the Priority Service Register. You can find more information about this here. This free priority service is available to anyone eligible who lives in England, Scotland and Wales. For prepayment customers we are urging, if possible, that you top up more than usual to build a credit balance on your meter. This will lessen the chances of going off supply. You can find your nearest PayPoint retailer here. If you have a smart prepayment meter you can top this up here.
I have an appointment booked will this go ahead?
We are reliant on 3rd parties to provide services such as meter exchanges, smart meter upgrades and meter reading services for example. At this point our suppliers are trying to maintain normal levels of service but this may change and they are committed to keeping you informed.
We’re asking our third parties to take extra precautions and they will establish whether you are self-isolating or more vulnerable to Covid-19 infection. Unless an emergency meter exchange is required, the install might be aborted. Installers will follow Public Health England guidance and may ask you to remain in a separate room whilst the work is being carried out, won’t shake hands etc.
I’ve lost my prepayment card/key
Please send us an email email@example.com For urgent prepayment enquiries or if you are off supply please text Support to 80818. We won’t charge you for this.
How do I pay my bill?
If you pay by Direct Debit then nothing will change. We’ll collect your payment as normal. If you pay on receipt of bill you can still make a payment by calling us and using our automated payment line. You can also use your online account to make a payment. Please login or register for an online account here: account.angelicenergy.co.uk/login If you have a smart prepayment meter you can top this up here.
I’m due a Warm Home Discount payment, what will happen?
The majority of our customers have received their payment already. If you haven’t received payment, we will be in touch but don’t anticipate any issues.
Will I still receive my Feed-In Tariff (FIT) payment?
Yes, but you still need to submit your meter readings.
What will happen if I go into debt?
Don’t worry, we’ll work with you to find a solution. You won’t be disconnected during this period. All we ask is that you get in contact with us as soon as possible if you are struggling or think you might struggle to make a payment and we’ll work this out together.
I’m spending more money than usual on energy because I’m having to work from home.
You may be able to get additional funds to cover your electricity and gas costs during this time. You can access Government information and advice here.
What extra help can you provide me?
The Seasonal Health Intervention Network (SHINE) is a fuel poverty referral network and free energy advice service for Londoners. SHINE London offers a dedicated helpline and affordable warmth interventions to ensure households get the help they need to reduce utility bills, tackle energy debt and ultimately stay well and warm.
SHINE accepts referrals for households of any tenure, with an income below £16,190 or where a household member falls under a SHINE target group:
- Has a disability
- Has a long-term health conditions worsened by the cold
- Is a child under 15
- Is an adult over 60
Alternatively, our partners have a dedicated section on their website that provides help and advice on a range of issues such as energy efficiency advice, money advice and crisis support. These pages also give you advice on what additional benefits you might be able to claim during this time. You can access this here.