Dear valued customer,
I would like to reassure you that we are taking Coronavirus/COVID-19 extremely seriously. Following the recent announcements on 4 January 2021 regarding the reimposition of stricter lockdowns in England and Scotland (in addition to the current restrictions in Wales), we would like to reiterate to all of our customers that Certas Energy remains as a critical service and all of our brands, including Scottish Fuels, Brogan Fuels and Humphreys fuels, will remain fully operational with no disruptions.
We will continue to be able to deliver fuel to all our customers, whether homeowners or commercial users. We have well developed, safe operating procedures for our drivers and heating engineers. On our website you can watch videos on how we are working to keep our customers both safe and warm this winter.
The safety of our customers and colleagues is our No. 1 priority, whilst also ensuring that we prioritise vulnerable customers.
Our drivers will make deliveries as normal, however, to protect them and the public, we have requested they distance themselves as much as possible from human contact. To that end, while you will still receive a delivery note, we will not knock on your door on arrival. I am sure you will understand these exceptional measures.
Our response to the evolving Coronavirus pandemic is continually under review and our response strategies and plans are being refreshed daily and will be communicated via the Certas Energy website for all customers.
During busy periods, our phone lines can get busy. However, if you are a domestic customer, we have various ways in which we can serve your enquiry:
Help us to help you
If you have recently placed an order, you can track the status of your delivery by entering your account number and order number on our website: certasenergy.co.uk/secure/myorderstatus
Looking to top with fuel? Please call 0345 600 4040. Alternatively, customers in England and Wales, please consider ordering online at www.certasenergy.co.uk. Scottish customers can request an order call back at scottishfuels.co.uk/domestic/get-quote.
Alternatively you can chat with a customer services advisor on our Live Chat facility at www.certasenergy.co.uk
Issue date: Tuesday 05 January 2021