Coronavirus Update

We want you to know everything is working as normal. Our phone lines might get a bit busier. So if you’re able to, please use your online account or app where possible. You can also find general help here or ask questions on our forum.

We've recently reviewed our policies, and they are in line with the government’s latest advice, including tier 4 restrictions.

General Questions

No, there’s no reason to worry about your supply. We’re taking lots of steps to make sure it’s protected.

With restrictions in place across the country, we want you to know everything is working as normal. Our phone lines might get a bit busier. So if you’re able to, please manage your energy online or via your app.

If you’ve recently got a message saying you’re now on PAYG Smart, you can go here to download the Boost Top Up app, and start topping up.

If you haven’t had a message from us, please keep using your Boost Power app, or your online account. For help on how to top up, head here. You’ll also find in a tutorial on how your PAYG+ account works in your app.

And for any other non-urgent questions, check our Help pages. If you can’t find what you need, you can:

We promise to get back to you as soon as we can.

If you have an emergency, or cannot pay your bill, you can call us on 0117 332 3728 or 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). There might be longer waiting times than normal. But please bear with us – we’ll get to you as soon as we can.

Don’t worry – any calls you make to 0117 332 3728 or 0330 102 7517 will be included in your minutes so free to call. You can also request a call back. Or, you can:

  • Ask a question on Twitter

  • Chat to us online

  • Get support from our community on the forum

We’ve recently started moving everyone on a new app – called Boost Top-Up. If you’ve received a letter from us saying that you’re now on Boost Top-Up, all you need to do is download the app (if you haven’t already).

If you haven’t heard from us, keep using your Boost Power app, as usual.`

PAYG+ customers are those with a smart meter, using our Boost Power app. We’ve recently started moving everyone on a new app – called PAYG Smart. If you’ve received a letter from us saying that you’re now on PAYG Smart, all you need to do is download the app (if you haven’t already).

If you haven’t heard from us, you’re still on PAYG+. So keep using your app, as usual.

We want you to know everything is working as normal. Our phone lines might get a bit busier. So if you're able to, please top up via the app or online.

But if there's an emergency, don't hesitate to call us. We'll get back to you as soon as we can.

If you've recently got a message saying you're now on PAYG Smart, you can go here to download the app, and start topping up. If you're still on PAYG+, please keep using your app, or your online account.

If you have any non-urgent question, please check our Help pages. If you can't find what you're looking for, you can:

We promise to get back to you as soon as we can.

If you have an emergency, or cannot pay your bill, you can call us on 0117 332 3728 or 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). There might be longer waiting times than normal. But please bear with us - we'll do everything we can to help.

So we can help those who need us most, we’re only taking emergency calls right now and we won’t be able to answer general questions on the phone. We hope you understand. Our call waiting times will are longer than normal – but if you have an emergency, please bear with us, we’re doing everything we can to ensure that no one is left without power.

To help, if you are able to, please top up via the app or online. If you’re a Smart PAYG+ customer, you can download the app, for android here and iOS here.

You can also log into your online account here.

For help on how to top up via the app or online, click here. We’ve also put together a tutorial on how your Smart PAYG+ account works - you can find this in the app.

If you have other non-urgent questions, please check the Help pages on our website. If you can’t find what you need, you can:

  • Ask a question on Twitter
  • Email us at hello@boostpower.co.uk
  • Get support from our community on the forum here.

We’ll get back to you as soon as we can. If you have an emergency, or cannot pay your bill you can call us on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm). There might be longer waiting times than normal, but we want you to know that we’ll do everything we can to help.

If you can't log in or access your account, you should have a black Energy Payment Card, which you can use to make a top up at a PayPoint instead. We recommend you top up more than usual, if you’re able to. This will help make sure you have enough to keep you going.

If you’re at risk of losing power, please call us on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) to let us know and we’ll be able to organise getting an updated card out to you. Our customer service teams are busier than usual, but we’re doing everything we can to make sure we can manage emergencies like yours. Please bear with us.

The maximum amount a Boost customer can top up in one go is £250. Not everyone will be able to top up this much at once, but if you are able to add a little more than usual to your meter we would recommend it. This is to keep you safer by reducing how often you need to leave the house.

Our teams have been specially trained on how to keep everyone safe, while they're inside your home. We’ll always be following the latest government advice for your area and will only enter your home when allowed:

  • On the day of your appointment, our team will call ahead to check it's still safe to visit. They'll ask if anyone in your household is unwell or self-isolating. If this is the case, your appointment will need to be rescheduled. 
  • When the engineer arrives, they’ll check this again with you in person.
  • Our engineers will wear face coverings at all times while they're in your home.
  • Our engineers will also be observing social distancing, which includes asking you to stay safe in another room while they work. Wherever possible, please give the engineer space to work safely.  
  • Our engineer may take more frequent breaks to get fresh air. They will also ask you to open windows and doors close to the meter for the duration of their visit.

All our engineers will stop working immediately if anyone shows any symptoms of coronavirus, during their visit.

Important: if you or anyone in your home is self- isolating or feels unwell before your appointment, please give us a call and we'll work through your options. Our phone lines may be busy right now, but we're prioritising those with emergencies like yours. Bear with us and we'll be with you as quickly as possible.

Your safety is incredibly important to us, so we’re taking a number of precautions. Until further notice, we won’t be carrying out any non-essential work in the homes of anyone who is unwell, or self-isolating.

We’re also encouraging everyone to manage their energy online or through our app. This will help us to keep everyone safe.

If an engineer needs to come to your home, we’ll call before they arrive to check you and your family are not self-isolating. When they’re inside your home:

  • Our engineers will wear face coverings at all times while they're in your home.
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room while our engineer is working.
  • Our engineer will also ask you to open windows and doors close to the meter, for the duration of their visit.

Keeping our engineers safe is a top priority. That’s why we’re making sure they’ve all been given the latest safety advice. They’ll also be carrying hand sanitisers with them – and they won’t do any non-essential work in homes where people have symptoms or are self-isolating.

Occasionally, our engineers need to enter homes in an emergency. If this happens to you, and your household is unwell, we'll follow extra safety advice. Our team will explain this when they speak to you.

Yes, you’re still able to switch energy suppliers in the normal way. You can switch to Boost easily online here. If you want to leave us, you're still able to do this as well.

If you're self-isolating or worried about paying

Don't worry. Here's what you can do:

  • If you use the Boost Top Up app (in this case, you would have received an email or letter from us recently) top up using your new app – you can download it for android here and apple here
  • If you haven’t received an email from us, just top up using your online account or Boost Power app, as usual

This guide will show you how to top up online. In your PAYG+ app, you'll also find a handy tutorial on how everything works.

If you can't use our app, it's important to reach out to friends, family or neighbours who can go to the shop to top up for you. Please remember to wash your hands before and after you handle the card - and disinfect it before giving to anyone and when it's returned to you. Also try to avoid direct contact with anyone while they pick it up or drop it off.

If you don't have anyone who can help you top up, please give us a call and we'll work through your options. Our number is 0117 332 3728 or 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm).

If you can’t go out to top up because you’re self-isolating, here’s what to do:

If you’re a Smart PAYG+ customer, you can download the app for android here and apple here. You can also log into your online account here.

For help on how to top up via the app or online, click here. We’ve also put together a tutorial on how your Smart PAYG+ account works - you can find this in the app.

If you can’t use our app, it’s important to reach out to friends, family or neighbours who can go to the shop to top up for you. Please remember to wash your hands before and after you handle the card, and disinfect your card before it’s given to anyone and when it’s returned to you. Also try to avoid direct contact with anyone while they pick it up or drop it off.

If you don’t have anyone who can help you top up, please give us a call and we’ll work through your options. Our number is 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm)

If it’s an emergency or you might lose power, please ring our team. We’ve set up a dedicated team in our call centre to help those who are struggling as best we can. There might be longer waiting times than normal, but we’re doing everything we can to ensure no one will lose power. Please bear with us.

Our number is 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm)

We know that this is an extremely difficult time for us all – and that staying at home means you’ll probably use more energy than usual. If you want some practical help to cut your energy use – and costs – head here.

We’re working with Tully to improve the support we can give to customers who are struggling with their bills due to coronavirus. If you’d like to see how Tully could help you, just click here. The scheme is completely free. Just so you know, clicking here will take you to the Tully website. Please note that the Tully Privacy policy will apply in relation to any data you submit.

You can find out more about Tully below.

These organisations also offer brilliant help and advice for anyone struggling to manage – or pay for – their energy.

If you’re struggling, please give us a call on 0117 332 3728 or 0330 102 7517 (Mon-Fri 8am-6pm, Sat 9am-1pm). Together we’ll help find a manageable plan that works for you.

We’re looking at each case individually to make sure we’re offering you the right support. If you can’t afford your payments right now, we’ll work with you to find a solution. One solution may be a credit extension - this is emergency credit to see you through these difficult times.

If you are not able to pay for your energy, please call us and we’ll work through the options with you. Our number is 0117 332 3728 or 0330 102 7517 and our opening times are Monday to Friday 8am-6pm, Saturday 9am-1pm.

If you do get a credit extension, this money will need to be repaid at a future date. But, together, we’ll find a manageable plan that’s best for you, when you call us

We understand that lots of people are worried about losing income because of the disruption. Our priority is to protect our most vulnerable customers and we’ve set up a dedicated team in our call centre to support those who are struggling.

If you can’t repay your debt, it’s important that you let us know so that we can work out a manageable plan for you. We’ll review your individual situation and talk you through the options. Our call centre might be busier than usual, but bear with us.

We understand many people already have, or are worried about losing income. Right now, our priority is to protect our most vulnerable customers. Which is why we’ve set up a dedicated team in our call centre to support those who are struggling.

If you can’t repay your debt, it’s important you let us know so that we can work out a manageable plan for you. We’ll review your individual situation and talk you through the options. Our phone lines might be busier than usual, but please bear with us.

Payment Support from Tully

Tully offers support for people who are being financially impacted by the coronavirus crisis.

We’re working with Tully to improve the support we can give to customers who are struggling with their bills due to coronavirus.

Tully provides a range of services: when you’re struggling to pay your bills it’ll help you apply for reduced energy payment plans that are tailored to your needs. But it also offers financial advice, mental health support and more.

If you’d like to see how Tully could help you, just click here. The tool is completely free to use. Just so you know, by clicking here you will be transferred to the Tully website. Please note that the Tully Privacy policy will apply in relation to any data you submit.

First, you’ll need to head to Tully to answer a few short questions about your current financial situation. For example, they’ll want to know if you’ve been furloughed, or if you’re worried about making ends meet.

Based on your answers, Tully will then give you tools and advice that’s tailored to your circumstances. The next step is to use Tully’s tool to help you build a realistic personal budget, and work out what you can afford to spend on energy.r

Once you’ve done this, Tully will let Boost know whether you can afford your current repayments. Then Boost will work with you to agree a manageable payment plan.r

On top of this, you’ll also have access to extra financial and wellbeing advice and guidance: from tips on working from home, to how to keep busy during the lockdown.

Yes, Tully is completely free to use.

We want to make sure we have the best tools available for people who are struggling with their finances due to recent events. And because Tully are experts at offering this kind of support, we’ve chosen to team up with them during this difficult time.

Yes, Tully is a Financial Conduct Authority (FCA) authorised company who have helped thousands of people work out a plan and move forward with their money. Tully will process your data in accordance with their privacy policy. Their FCA license number is 811098 – and you can see exactly how they’re licensed to support you here.

Yes, you can trust Tully. That’s why we’ve carefully chosen to partner with them. They’re FCA authorised, and listed on the Government’s Money Advice Service website as a recommended free service provider.

So that we can identify you, Tully will share your name, address and date of birth with us. Tully will also share what they’ve concluded from the details you’ve given: for example, how much you can afford to put towards your energy at the moment. This is so we can create a payment plan that works for you. Tully won’t share any other personal or banking information with us.

No, Tully is an independent company, partnering with us to give independent financial and wellbeing support.

It takes Tully around 10-15 minutes to get back to you. Then, you can spend as long as you want reading through the content and advice they give you.r

For more information on the service offered by Tully, read their FAQs.

Smart meters and home visits

Where government advice allows, smart meter appointments are safely going ahead – with strict safety measures in place. This is because smart meters can be switched back on remotely so they make it easier for us to protect customers from losing their energy supply at this difficult time.

We can only carry out appointments where it’s safe to do so, and the government advice allows. This means we still won’t be carrying out non-emergency appointments in homes where anyone is unwell, or self-isolating from coronavirus.

If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.

You can read our full risk assessment for smart meter operations here and for office workers here.

Information on how we are complying with the government advice on staying safe can be found here.

Yes, as long as you and your household are well and the government advice allows it. But if you or anyone in your home starts feeling unwell and needs to self-isolate, please cancel your appointment. You can do this online here - you'll need your account number to hand.

If your booking is going ahead, we’ll call beforehand to double check that everyone’s well. If you or anyone in your home is unwell, we’ll need to cancel the appointment and reschedule for a later date. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.

You’ll need to cancel your appointment so we can keep you and our engineers safe. You can do this online here - you’ll need your account number to hand. We’ll get back to you when we’re able to install a smart meter in the future – so you won’t miss out.

In line with the government guidelines, you are able to book an appointment if you feel comfortable doing so and the government advice allows. If you’ve been advised to shield and not go to work, you may choose to wait until a later date to have your smart meter installed.

If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.

Our teams have been specially trained on how to keep everyone safe. Find out more about the safety precautions they are taking, above. We’ll always be following the latest government advice for your area and will only enter your home when allowed.

Keeping you - and our engineers - safe is a top priority for us. That’s why we’re making sure that we call you before the engineer arrives to check that you and your household are well, and it’s safe for them to come. They’ll double check that it’s safe to enter when they arrive at your home too. Our teams have been trained on how to keep everyone safe while they’re in your home, and follow the latest government guidance:

  • Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so – for example, if they're working alone in a room – and they'll always check with you beforehand
  • They’ll keep a safe distance of 2m from anyone else in the house at all times, and they’ll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.
  • The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit.

All our team members will stop working immediately if they (or their household) shows any signs of symptoms.

Important: if you or anyone in your household becomes unwell before your appointment, we will need to reschedule for after the 14 day isolation period. Please give us a call on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we’ll be able to help with this.

You can take the following steps to make sure things are as safe as possible:

  • Before your appointment, disinfect the area around your meter where the engineer will be working. Do this again after they leave.
  • Open windows and doors in the room where the engineer will be working.
  • Make sure the engineer has clear access to your meters, and they’re free from clutter.
  • Stay at least 2m away from the engineer at all times. If possible, go into a different room while they’re installing your meter, and make sure pets are kept out of the way.

We’ll call you the day before your appointment to check it’s still safe for us to visit. Please tell us if you or anyone in your household is unwell or self-isolating. When the engineer arrives, they will check this with you again.

When you book, we’ll share even more info about what to do before, during and after your appointment, to stay as safe as possible. If the government’s advice changes after your appointment is booked, we may need to postpone or cancel the appointment. If this happens, we will always make sure to let you know.

If you’re not able to maintain social distancing of at least 2m during your appointment (because of the size/layout of your home or for any other reason) then please don’t book one. We won’t be able to carry it out safely.

If you’ve already booked a smart meter appointment but you don’t think you’ll be able to maintain social distancing, please cancel.

Keeping you - and our engineers - safe is a top priority for us. That's why we're making sure that we call you before the engineer arrives to check that you and your household are well, and it's safe for them to come. They'll double check that it's safe to enter when they arrive at your home too. Our teams have been trained on how to keep everyone safe while they're in your home: 

  • Our engineers will wear masks while they're in your home. The only time they might remove their mask is when it's safe to do so -- for example, if they're working alone in a room -- and they'll always check with you beforehand
  • They'll keep a safe distance of 2m from anyone else in the house at all times, and they'll ask you to do the same. This includes any pets you have. If possible, the best thing to do is to stay out of the room, while the engineer is working.  
  • The engineer will also ask you to open windows and doors close to the meter, for the duration of their visit.

To minimise the time our engineers spend in the property for your safety, they may work in a slightly different way to usual. This may include installing non-smart meters if needed, or not turning on the smart capabilities of a meter. Don't worry, you'll still be left with a working meter. And, if this is the case, we will return as soon as possible to fully finish the job.

All our team members will stop working immediately if they (or their household) shows any signs of symptoms.

Important: if you or anyone in your household becomes unwell before your appointment, we will need to reschedule for after the 14 day isolation period. Please give us a call on 0117 332 3728 or 0330 102 7517 (Monday to Friday 8am-6pm, Saturday 9am-1pm) and we'll be able to help with this.