What to do if your business is affected by covid-19
As the situation around coronavirus continues to evolve, we are doing everything we can to ensure your energy supplies are not affected.
We are keeping a close watch on the UK Government's latest advice on coronavirus, and will keep this page updated should the situation or our approach change.
If you have any questions or concerns regarding COVID-19, please visit Coronavirus UK Government Response for regular updates.
If you’re in need of additional support from us, you can contact us. It might take a little while to answer if you call, but we’ll make sure you speak to a member of our team.
Frequently asked questions
Do you have contingency plans to continue business as normal in the event of office closures?
Our business operations are continuing, with 100% of our workforce working remotely from home.
Will Shell Energy accept e-signatures for contracts and Direct Debit mandates?
We will accept docu-signed contracts or a photograph/scan of signed contracts.
We will request the full signed paperwork as soon as business returns to normal.
Will there be a buffer for delayed payments delayed if funding issues arise?
If you have been directly impacted by COVID-19 and you are unable to access government support or find alternative funding to help pay your energy bills, then please contact us so we can assess your account.
Will I be disconnected if I can’t pay my bill?
We will consider individual circumstances before proceeding to disconnection. Our best advice is to engage with us as soon as possible so that we can manage your account appropriately. We have suspended planned disconnections for microbusiness* customers during this period.
Will my meter still be replaced?
Only meters that require urgent maintenance will be replaced during this period.
Will Shell Energy’s volume tolerance or ‘take or pay’ be suspended during this time?
Volume tolerance terms do not apply to microbusiness* customers. Customers should contact us as soon as possible if they are likely to have a significant change in their energy usage during the reminder of their contract term.
Does Shell Energy have any policies in place to protect customers who will not be able to pay their bills during this time?
The UK Government is offering a package of measures to support businesses through this period of uncertainty. Please visit their website for details of how to access loans, grants and other short term financial assistance.
We recognise that businesses may be negatively impacted by COVID-19 and the social distancing measures that have been put into place. If you are unable to pay, we may be able to offer a payment plan; please provide details of your situation so that it can be assessed. Any financial arrangements will be subject to our normal terms and conditions.
Does Shell Energy have any plans to reduce or stop accepting new business and if so, will this affect any renewals?
Currently, we continue to offer new and renewing energy supply contracts. Please contact us to fix your rates if you are approaching renewal.
Will Shell Energy continue to accept new business from ‘high risk’ sectors (retail, hospitality, leisure, etc.)?
Industry sector is one of many aspects used to determine a businesses’ credit acceptance. If you are interested in a quotation for energy supply please speak to a member of our sales team.
*A non-domestic consumer is defined by Ofgem as a micro-business if it meets one of the following criteria:
- employs fewer than 10 employees (or their full time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
- uses no more than 100,000 kWh of electricity per year; or
- uses no more than 293,000 kWh of gas per year.