Customer questions answered, with Colin Crooks, CEO

Customer questions answered, with Colin Crooks, CEO

By: Alexandra Dunsford-White

17 Apr 2020

We understand that many of you have questions and concerns about supply, services and payments at this time. We’re here to help you.

Watch our Q&A session with Colin Crooks, Shell Energy Retail Chief Executive Officer, as he answers important questions that our team has been hearing from Shell Energy customers.

A message from Colin Crooks, CEO - 14 April 2020

We are living through a unique time in history, a time of uncertainty and a shift in the way we interact as a society. As we continue to navigate through this period and come together to tackle COVID-19 (coronavirus), we want you to know that we are committed to keeping an open dialogue with you, and reassure you that there won’t be any impact or disruption to your home energy supply and broadband service.

As a business, we are closely following government advice as the COVID-19 situation develops and we are committed to do our part in the global effort to limit the spread. We’ve taken the necessary steps to ensure that we can operate our business as close to normal as possible during this time.

The health and wellbeing of the Shell Energy Retail team is very important to us. The best advice right now is, for those who can, to stay at home in order to ease the burden on the NHS, help flatten the curve and save lives. We’ve put measures in place to enable most of our Customer Service team to work from home and continue to support our customers. We haven’t stood down or furloughed any of our workers in order to provide the best possible service to you, but we have taken the proactive step to pause meter readings and smart meters installations, which we outsource to our contractors, in order to prioritise the safety of our team and our customers.

Alongside our responsibility to our colleagues and their families, we have a responsibility to our valued customers - hundreds of thousands of households who rely on us to power, heat and connect their homes. Staying connected is more important than ever at this time and with Shell Energy Broadband we can help you work from home, keep yourself entertained and stay in touch with your loved ones. We know that the COVID-19 situation is causing concern for many, but we want to assure you that we continue to do our very best to support you and bring you the same high standard of service as before.

We understand that during this time our customers need support more than ever. We want to ensure that vulnerable customers and those experiencing difficulty at this time are supported by our Customer Service teams. If you are struggling to manage your bill payments due to the pandemic, we’re here to help with a range of measures based on your individual circumstances. So if you are in need, please do get in touch. You can also visit our FAQs section to see what options are available to you.

Should you or someone close to you be unwell or self-isolating and are unable to top up your Prepayment meter, there are steps you can take in our dedicated prepay help section.

During this time, we are working tirelessly to ensure there will be no impact to our services. We do ask however that you only contact our Customer Services team via telephone if you are in need of urgent support, as we want to ensure those who need help the most are able to reach us. If your issue is less critical, we can gladly help you on live chat, email or our Facebook and Twitter pages.

Please note you can also continue managing your energy account as normal by logging in or using our app.

We will continue to update you via our website, which has lots of information, including FAQs and handy energy savings tips on our blog to help you, as the situation unfolds.

Our thoughts are with you and your families at this time of uncertainty. Please do stay home and stay safe. We will get through this together.