Warm and Safe Homes Advice webchat service. Cartoon woman with headset sat at laptop answering webchat clients.

Warm and Safe Homes Webchat

Available weekday afternoons, 1.00pm-4.00pm

Our webchat service launched at the beginning of April and extends how we help people who are comfortable using webchat for simple advice.  

The service is available weekday afternoons from 1pm – 4pm. We need to learn how to make it work best for you. We will also ask for some feedback from you to help us get the service right.

We won’t be perfect from day one, but with the energy price rise biting hard, it will help us reach more people, more quickly.

To get started click on the speech bubble in the bottom right-hand corner – if the bubble isn’t there it means our operators are currently busy with other people. It’s an extraordinarily busy time for our team at the moment, but they will be back online as soon as possible. We thank you for your patience while we establish this new service.

In the coming weeks we also look forward to introducing you to our automated chatbot service for out of hours support.

You will also find details for other agencies that may be able to help on our Additional Help page or you can contact our Warm and Safe Homes phone line on 0800 304 7159 between 10 am – 12pm Monday to Friday.

If you are struggling to meet the costs of your energy bills you should talk to your supplier as soon as possible as they must offer you practical help and support.

See the Ofgem site for more information on the type of help they may offer.


We want to make sure the service becomes the best it can be and we really welcome your feedback about how we might improve the service in the future. This brief survey should only take 5 minutes to complete https://eu.surveymonkey.com/r/NEAWebchat

Privacy information

Our webchat service is delivered using Tidio, a chat platform that connects users with support from National Energy Action. Messages and data exchanged are stored within the Tidio application you can view their privacy notice here. Personal data is processed and transmitted in accordance with the General Data Protection Regulations (GDPR). A copy of NEAs privacy policy can be viewed here.