Coronavirus / Covid-19 – update on delivery and operations 

Please also see our update from our Chief Executive, Adam Scorer

 At NEA our priority is to ensure that everyone is able to live in a warm home. This remains important, particularly when people may be spending more time at home or facing uncertainties regarding income.  However we also do not want to put anyone at unnecessary risk.

We are closely monitoring the current situation regarding Covid-19 / Coronavirus and following the latest Government advice. This means that we will be making some temporary alterations to how we deliver our work, including cancelling events and pausing face-to-face contact. Our staff are also now working from home. We are however able to continue the majority of our operations, including operating our Warm and Safe Homes Advice Telephone Service and providing training via e-learning. Our policy and campaigns work continues, including seeking urgent clarification on extra protections available for vulnerable energy consumers during the Covid-19 outbreak.

Further guidance is below. We’ll keep this page updated, and we’ll also be sharing updates on our social media pages:

How to contact us

If you need support with your energy bills or advice on which benefits you may be entitled to claim

Our Warm and Safe Homes Advice Service is still open and able to offer help with issues such as benefits checks/claims, fuel debt and energy efficiency advice. You can contact us on 0800 304 7159 or via our dedicated Facebook page.

If we are working with you to help any of your clients in fuel poverty

While we will be continuing to operate a phone service as normal, we have made the difficult decision to temporarily limit our face-to-face advice provision to make sure we can properly protect our clients and staff from any risk. We will be working closely with local organisations to support local householders in the community where possible. Please speak to your usual NEA contact, or contact for further information.

If you have NEA training booked or would like to undertake training

If you have a training course booked please contact our training coordinator, Lynsey Thompson on to discuss this further. If you are currently considering training options then remember that a number of our courses are also available online as e-learning modules. See here for more information

If you would like to contact us for another reason, or to reach an individual member of staff

NEA remains open however most staff are working from home. You can find individual contact details here and would suggest you contact us via email or phone as letters may take some time to be answered.

Purchase invoices or any other financial correspondence should be sent to

 Latest Government advice on Covid-19 can be found here

Published on 19-03-2020
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