Nottingham 2020 Shutdown Information

Enviroenergy Shutdown 2020 Update 10/07/2020

 

Shutdown 2020 is now complete

 

The Shutdown programme for 2020 is now complete and all customers should now have full service with normal operating temperatures.

Thank you very much to all our customers for your patience and cooperation over this period.

If anyone is experiencing any problems with their heating or hot water please contact the call centre on 0115 9556677.

An annual shutdown is required so that essential maintenance work can be carried out to ensure that our customers continue to receive a reliable and consistent supply of heating and hot water throughout the year, once again thank you to all customers for your patience.

COVID-19 Update 25/03/2020

 

In view of the current situation in relation to coronavirus, we wanted to reassure you that we are taking all necessary steps to keep our customers on supply and to help ensure your safety as well as the safety of our colleagues, and the people they may meet as part of their work activities.

In order to prevent further spread of the virus, we are currently operating a reduced engineer appointment service. We will only be able to offer appointments for top ups, emergencies and loss of heat and hot water issues.

We have taken these steps to ensure the safety of our customers and engineers. This will help us to be able to provide an ongoing engineer service when you need us.

 

Prepayment meter customers – where credit is paid for in-person

In order to ensure customers with prepayment meters stay on supply, we’re urging you to get support from your friends and family as needed to ensure your meter will be topped up if you have to self-isolate.

Trusted friends or relatives are able to top up prepayment customers’ meters on your behalf, as needed.

 

EE Monitor customers

EE Monitor customers can continue to top up online or over the phone by calling us on 0115 9556677.

 

If you do have to top up at a local Paypoint shop, we would advise that you purchase enough credit to see you through the self-isolation period.

 

Other information

As you would expect, we are taking the necessary steps to ensure our customers have a continued supply of heat and hot water during this difficult time for all.

We are safeguarding our engineers by asking additional questions when booking appointments. This may feel intrusive, please be assured that we are doing this with your best interests at heart, and for the safety and wellbeing of our engineers and their colleagues.

 

The questions you will be asked are –

  • Is there anyone in your property with a confirmed case of Coronavirus?

  • Are you or anyone else in the property in self-isolation on medical advice or following contact with someone who has the virus?

  • Have you recently returned from China, Italy or another affected area?

  • Have you knowingly come into contact with anyone that has recently returned from China, Italy or another affected area?

  • Have you been advised by a medical professional to self-isolate for any reason?

  • Have you been suffering with a continuous cough?

  • Do you believe you have had a high temperature recently?

We will continue to provide regular updates on our website.

 

I have a prepayment meter – What should I do?

We’re urging all customers with prepayment meters to prepare for the possibility of self-isolation as much as possible. That means either topping-up your meter in advance, so you have enough credit to cover the isolation period, or agreeing some kind of support network with friends, relatives or neighbours who can help should you be unable to leave the house.

If a customer with a prepayment meter is self-isolating and is anticipating problems topping-up, we’d ask you to get in touch with us to see how we can help.

 

I have a prepayment meter, I’m self-isolating and I’m running low on credit – what should I do?

If your meter falls below £2 of emergency credit and you have no way of topping up, you need to contact us and we will send an engineer to your home. It’s important to remember that any credit we issue will need to be repaid in order to reinstate your supply.

We will –

  • Produce a prepayment card with £50 credit loaded on to it.

  • Place the card in an envelope.

  • Arrange for our engineer to visit your property and post the card through your letterbox.

  • Our engineer will then step away from the door and await you topping up your meter, you must then place the card back in the envelope and post it back through the letterbox, out to the engineer.

  • The engineer will take the card away and leave your property.

  • You must not open your door to the engineer, if this happens he will leave your property immediately and you will then not receive the card.

  • If the card is not posted back out to the engineer a charge of £20 will be added to your account for the card and delivery costs. (This is in addition to your £50 top up amount)

  • The engineer will store the card safely and return it to our quarantine location ready for cleaning.

We’ll continually review this situation for our customers to help ensure we minimise any adverse impacts of self-isolation.

 

I can’t afford to top up my prepayment meter/EE Monitor – what should I do?

First, we’d urge you to speak to any trusted friends or relatives and see if they can help. If not, contact us directly and we’ll see what we can do. It’s important to remember that any credit we issue will need to be paid back.

 

How much should I top up?

We are advising customers to top up enough to cover you for a minimum of two weeks. This will ensure that you don’t lose your supply if you need to self-isolate.

Out Of Order - Victoria Centre Cash Top-Up Unit 14/02/2020

Out Of Order – Victoria Centre Cash Top-Up Unit

Unfortunately the cash top-up unit on the 4th floor of the Victoria Centre flats is currently out of order. We hope to have the fault resolved as soon as possible.

To top-up you can either use the card machine, also on the 4th floor.

Alternatively you can use either of the below stores:

  • Londis, 117 Mansfield Road

  • Fountaindale Premier, 2-3 Fountaindale Court

Please accept our apologies for any inconvenience this may cause you.

 

For your nearest alternative top up location please see our top up location list in the Nottingham Update tab on this website.

Contact Number: 0115 955 6677

Monday to Friday: 5:00 PM to 9:00 AM (Normal Office Hours: 9:00 AM to 5:00 PM)

Saturday to Sunday: 24 Hours

 

Nottingham Properties Emergency Out of Hours Contact Info:

Contact Number: 0115 955 6677

Monday to Friday: 5:00 PM to 9:00 AM (Normal Office Hours: 9:00 AM to 5:00 PM)

Saturday to Sunday: 24 Hours