COVID-19 and your fuel supply: Certas Energy Commercial customers FAQs

As the UK’s largest fuel distributor, we want to reassure our customers that – even during these unprecedented times – we’re here to keep your business moving with nationwide deliveries of bulk fuels and lubricants.

Our resilient infrastructure and robust business continuity plan give us the agility to continually adapt to ‘the new normal’ following the outbreak of COVID-19 in the UK.

We’ve put a range of measures in place to assure fuel supply to businesses and homes nationwide; protect the health and wellbeing of our team, customers and suppliers; and support the essential services that are key to keeping our nation moving during this period.

Here, we answer commercial customers’ most frequently asked questions around how we’re adapting, supporting and delivering during the coronavirus outbreak.

Are you still delivering during the Government lockdown?

Yes. Fuel and oil distribution is classed as an essential service under new Government guidelines, and therefore we remain fully operational. Our strong supply chain means we are able to assure supply of fuel to our commercial and domestic customers.

Rest assured, with our resilient infrastructure of over 130 depots, 900 tanks and 2,300 employees, we’re working around the clock to keep your business moving through the lockdown.

Will Certas Energy’s fuel supply be disrupted by coronavirus?

We have a robust business continuity plan in place to prevent disruption from events such as the coronavirus. As the situation changes, we are updating this regularly to reflect the latest Government guidance and adapting our extensive network of facilities and staff to ensure the highest levels of service as we experience significant demand for diesel, red diesel and heating oil.

Strong relationships with local refineries mean that we are able to assure fuel supply nationwide. We are prioritising orders on a needs basis in-line with Government guidance, and as a result, a minority of customers may experience delays in receiving their fuel delivery.

We ask our customers to bear with us while we work through this period of high demand as we endeavour to keep essential services moving and warm the homes of the most vulnerable.

What is Certas Energy doing to support businesses during the coronavirus outbreak?

We continue to deliver fuel and fuel management solutions across the country to keep businesses moving. Under the current circumstances, we recognise it’s not business as usual for many organisations – but we’re here to fuel and support you in any way we can.

Our account managers and service teams are classed as key workers and remain on hand to support with any enquiry you may have about your order or account.

As your fuel partner, we’ve got you covered with a range of fuel supply options to suit your changing requirements. For some of our customers – particularly those in the farming industry and haulage sector – we understand that this is an extremely busy period. To help keep the nation moving, we are prioritising deliveries to essential services such as these during the COVID-19 outbreak.

What measures has Certas Energy taken to protect customers and its workforce?

Our key priority is the health, safety and wellbeing of our team, customers, and suppliers. We are proactively reviewing our business continuity plans and revising appropriately as the situation and/or Government guidance changes.

To keep our customers safe, we have taken additional measures to protect our drivers’ safety. All our drivers are being equipped with the appropriate personal protective equipment (PPE), and we are now offering the option of contactless deliveries to our commercial customers. We have also placed a ban on external visits to our depots and offices unless in the case of an emergency.

Our 21 bunker sites nationwide are unmanned and follow social distancing guidelines, with several metres in distance between each pump and payment station. We have also requested that all customers continue to wear gloves while refuelling their vehicles.

The majority of the Certas Energy workforce is now working remotely. To protect our workforce, we’ve introduced rotating shifts for key workers in our contact centres, and are following social distancing guidance in all our contact centres and depots.

How is Certas Energy supporting essential services?

During these unprecedented times, we’re proud to be fuelling the nation’s essential services. We are prioritising fuel deliveries to emergency services, hospitals, nursing and care homes, the MOD, NHS logistics and ear-marked retail sites to support their tireless efforts to protect our communities.

To ensure around the clock access to road diesel, red diesel and AdBlue for essential services, we’re prioritising keeping our 21 refuelling bunker sites fully stocked and operational.

Furthermore, many of the facilities offered by our truck stop partners across our bunker site network remain open to ensure the welfare of hauliers delivering vital supplies across the nation.

As a ‘thank you’ to our incredible emergency services, NHS logistics and MOD for their selfless commitment to keeping us safe, we’re providing free washes to blue light services from our Tyseley Energy Park vehicle wash. Emergency service vehicles simply need to pull in and the clean is on us – no account required.

Our Tyseley Energy Park vehicle wash is open weekdays from 07:00-17:00 and is located off the A45/Small Heath Highway in Birmingham B25 8DW – three miles from Birmingham city centre and five miles from the upcoming field hospital at the NEC.

I need fuel immediately - can I place an urgent order?

If you have an immediate fuel requirement, please get in touch with your dedicated account manager to place an order.

For instant access, our 21 bunker refuelling sites located across the UK’s strategic road network can help. Accepting all major fuel cards, our refuelling bunker sites are unmanned, open 24/7/365 and accept all major fuel cards. Certas Energy fuel card customers are also able to receive a discount on all diesel purchases from our bunker sites. For a full map of our bunker refuelling site network, click here.

If you aren’t passing by any of our bunker sites, Certas Energy fuel cards can also be used to purchase fuel at over 3,000 refuelling sites across the UK.

Where is my delivery?

While we will endeavour to get fuel delivered to your business as quickly as possible, we are currently prioritising deliveries to essential services. As a result, there may be a longer lead time than usual on your delivery.

If you have a question about your delivery, our commercial sales team and business account managers continue to support commercial customers with any order and account enquiries. Please contact your account manager directly or get in touch with the commercial sales team via getintouch@certasenergy.co.uk

I have an urgent enquiry about my account - who can I contact?

Our business account managers are classed as key workers and are on hand to respond to your enquiries as usual. In case of an urgent enquiry, please get in touch with your dedicated account manager directly.

Where can I find the latest updates?

We are proactively reviewing our business continuity plans and revising appropriately as the situation and/or Government guidance changes. Stay updated here.