Coronavirus Customer Updates

« Back to Blogs


Update - Thursday 6th August 2020


Total Gas and Power’s meter reader agents are now in a position where they are able to resume the standard meter read frequency requests (cyclical reads), however this is only possible where sites have been confirmed as open or the meter is located outside. All the field workers are carrying out COVID-19 RAMS (Risk Assessment Method Statements) prior to a visit.  This includes:


  • A test of competency (known as a COVID Passport) is issued to all meter readers that shows they have been trained and know how to operate safely
  • As part of the return it is mandatory, before and after each meter read, that hand sanitiser is used
  • Minimal interaction with the physical meter is aimed at preventing any spread of the virus
  • Social distancing throughout the meter read will be adhered to
  • Hand hygiene, the use of gloves where deemed necessary and the use of a face mask
  • Any contact with a meter will be cleaned with sterilising wipes
  • Any waste (wipes, masks, gloves etc) will be stored safely for disposal in line with government guidelines


For more information please refer to:


With regards to ad-hoc read requests, 4 day read requests and site visits, these are still not back to business as usual however MDS are expecting that these will be back to business as usual by September. There is a possibility that site visits can go ahead but these will need access and site contact details

Update - Monday 6th July 2020


From the beginning of July npower have resumed their pedestrian meter reading services in accordance with both central and devolved government guidelines. Meter readers will observe all relevant health and safety principles in terms of social distancing and good hygiene practices. On arrival at your premises meter readers have been instructed to be mindful of any risks that may be present. In the interests of protecting your properties occupants, the meter reader will abort a site visit should they identify any issues of concern.


Total Gas and Power are currently in discussions with their third party provider to resume non domestic meter readings and we will share the plan with you when it becomes available.

Update – Friday 27th March 2020

Things are moving at a fast pace and changes are happening daily therefore we wanted to provide all of our customers with some supplier changes that have been put in place this week.


Please note that npower have suspended all non-essential metering activities (AMR Metering exchanges and Meter readings) from Monday 23rd March 2020 due to the Coronavirus unless you are deemed emergency or essential (Health, Medical or Care (Vulnerable / Elderly customers) The supply chain of food or essential goods or

Government critical services in relation to COVID 19).   All Coronavirus updates from npower will be posted on their website, some updates we thought you would be interested in are listed below:


TGP has also suspended metering activities and have created a web page online for service FAQs during this crisis.  To view all changes please view

TGP will be updating the link above on a regular basis. However, if you have a question that is not listed, please let us know and we will endeavour to get an answer to your question as quickly as possible. 


In order to further minimise risks to STARK staff and customers, STARK has paused scheduled installations of electricity metering, gas metering and gas and water AMR for all customers unless there is an emergency, a safety issue, or a meter fault. 

Unfortunately, as a result of the above, some customers will experience more missing data than previously.  In addition, some sites will be billed on estimated data by your supplier, rather than actual data.  If you would like to understand better how you might be affected, please do contact STARK on


As for us at LASER, we want to reiterate that it is very much business as usual.  All of our staff are working remotely and can be contacted using their usual landline numbers. We are on hand to support you through these testing times so please do get in touch with us if you need any help.

If you are unable to reach the person you want, you can still call our main telephone number which is 0800 484 0840 or email


Update – Tuesday 17th March 2020

In light of the recent developments with Corona Virus we wanted to give our customers assurance that LASER is fully equipped and prepared for any restrictions that the Government puts in place and will continue to deliver services as we usually do.

As part of LASER’s Business Continuity plan, we have robust procedures which cover a variety of circumstances to allow us to continue to work as business as usual and minimise any impact to our customers in the event of an emergency.

We regularly review our Business Continuity plan and have recently undergone successful testing to manage employees working from home. The welfare of our staff is of upmost importance to us. Therefore from Wednesday 18th March onwards our business has decided to routinely utilise remote home working for our staff. We will be reviewing this position as further Government guidance is released. All staff will still be contactable through their usual phone numbers or email but if you struggle to reach the correct person we would encourage you to call our main telephone number 0800 484 0840. Our business also has technology in place so that external meetings can take place via teleconferences or video conferences rather than be cancelled.

During our OJEU tender process we always ensure our Suppliers follow a robust Business Continuity process to ensure that they can continue to supply customers with their energy requirements in the event an emergency. Both TGP and Npower have provided COVID statements to us which you can read by clicking on the links below and they are endeavouring to minimise any operational impacts:

View TGP COVID statement:

Read the TGP COVID statement here.

View npower COVID statement: 

Read the npower COVID statement here.


We will continue to monitor the situation extremely closely and will keep all of our customers informed at all times should anything change.