Coronavirus: Helping you get your business up and running

[Information updated on 05.03.21 at 15:30pm]

Firstly, we’d like to thank you for your patience. Our phone lines have been extremely busy, which means that wait times are much longer than normal.

If you need a call divert adding to your line or want it removing, no problem, simply click here and follow the onscreen instructions.

If you do need to speak to someone, you may be waiting a little longer than normal, alternatively you can email us at

Unfortunately, many businesses have had to close their doors again to comply with government guidelines, so we have provided some information below which you may find useful.

Requesting a Covid-19 test

Customers in England and Wales can now call a new three-digit 119 to request a Covid-19 test if they have symptoms and are unable to access the internet. Calls to 119 are free for customers.

For customers in England or Wales with an internet connection and for all customers in Scotland and Northern Ireland, a test can be requested via

Returning to work

If you have closed your business again, when it is time to reopen your doors to customers, there are some things you will need to remember. Health and safety checks, risk assessments, cleaning and disinfecting, stock control and deliveries, being COVID-19 secure and returning staff who may have been furloughed. And that’s just a few things, so, we’ve put together some practical guidance on just a few things you need to do to get your business ‘customer ready’, including making sure your water is safe to use, checking your telephone and broadband services are ready to go so you don’t miss out on those vital calls and orders and checking your gas and electricity are working as expected. If you’d like to read more about our useful back to work hints and tips, simply click here.

Financial support

We understand that many of you are concerned about the financial impact Coronavirus has had on you and your business, that’s why we’ve set out details of just some of the schemes that are available to you, including those announced by the government to help support you through this difficult time, such as the Bounce Back Loan Scheme, CBILS, Job Retention Scheme and the Self-employed Income Support Scheme. More information can be found here.

Thank you for your continued loyalty. Stay safe.


Lee Hull
Chief Executive Officer

We’ve put together some frequently asked questions which you may find helpful.

Adding a call divert is straightforward, simply click here and following the onscreen instructions and we’ll take care of the rest for you.

Yes of course. Many faults can be resolved by carrying out a few simple equipment checks.  In the first instance follow our handy troubleshooting guide at

If the fault persists, please call one of the team on 0330 159 8099, and we’ll be happy to investigate that for you.

If you have Electricity, Gas or Water services with another provider, we recommend providing regular meter reads.

By providing regular meter reads, your bills will be as accurate as possible and ensures you only pay for what you’ve used.

We’re very sorry to hear that. If you’re a sole trader or partnership, you will not be required to pay an early termination fee when you cease business, if you provide a recently issued letter confirming you have ceased to trade from any of the following: a firm of solicitors/a licensed insolvency practitioner/an accountancy firm, each of which must be registered with their respective regulatory authority. The letter must confirm you have ceased trading in all business capacities in which you were formally engaged.

Paying by direct debit is the easiest way to pay your bills.  If you need to reset your direct debit, simply call 0330 159 8099.

Our Collections team will be happy to discuss payment options with you. If you’d like to talk to one of the team, simply call 0330 159 8099. We’re here Monday to Friday 9am to 6pm.

Did you also know the government has many financial initiatives that you could also explore? More information is available here.

No. Unfortunately you’ll need to call one of our team on 0330 159 8099.

We understand that some of our customers either work in the critical sectors listed by the government or supply services to third parties in those critical sectors. We can help you in a number of ways, including offering assistance with call diversion or providing additional support when you need it. Simply click HERE for more information.

That’s no problem. We’re prioritising the needs of our vulnerable customers and those who have lost service. If you, or someone on your behalf, needs to contact us, and you feel comfortable with telling us, simply let our advisor know that you’re a vulnerable customer and we’ll flag your account accordingly. We’ve put together our Treating Vulnerable Customers Fairly policy, which can be viewed HERE. The policy tells you some of the things we can do to help you during this time, including some of the products and services which are available to you.