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

As the UK’s largest heating oil supplier, we want to reassure you that we’re working really hard to keep you safe and warm during these unprecedented times.

With 130 local depots dotted across the country, and over 2,300 friendly drivers, call handlers, and boiler engineers on hand, we’re well-equipped to adapt to ‘the new normal’ following the outbreak of Covid-19.

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

Here we answer 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. The government guidelines say that keeping your heating oil topped up is an essential service.
That’s why we’re working round the clock to carry on delivering through lockdown – and with lots of extra safety measures in place.

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

At Certas Energy we’ve got a strong business continuity plan in place, to protect our customers from any disruptions in the fuel supply.

As the coronavirus situation is constantly changing, we’ve been updating our plans to reflect the latest Government advice. We’ve also been making sure our nationwide network of depots is always ready to adapt to any changes, so we can carry on delivering the highest levels of service to customers like you.

The good news is that over the years, we’ve built strong relationships with local refineries, which give us an assured fuel supply nationwide. We are prioritising orders on a needs basis in line with Government guidance, making sure our most vulnerable customers get priority delivery. 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 homes in fuel and essential services moving.

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

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

We really care about keeping our staff and our customers as safe as possible during the Covid-19 outbreak. That’s why as well as working in line with Government advice, we’re taking extra precautions to ensure you can get your fuel delivered and boiler serviced safely.

Our staff that can work from home are doing so. Those that can’t work from home are operating on rotating shifts to comply with social distancing rules.

All our drivers, meanwhile, are now being equipped with appropriate personal protective equipment (PPE). They will keep a distance of 2 meters or more when they come to deliver your fuel, and rather than asking you to sign anything on completion, our fuel deliveries are now contactless. Our heating services engineers are also following robust safety measures when they come to your home to service or fix your boiler.

  1. When we call you or you call us about a delivery or service, we’ll ask if anyone in your home is in the ‘at risk’ group, and make sure nobody has any symptoms of Coronavirus.
  2. We will also call you on arrival to check your wellbeing discuss any aspect of work, and always stay two metres apart – or more if possible.
  3. We wear fully-disposable PPE.
  4. We always sanitise our hands before we enter our vehicle and between visits.
  5. We maintain a totally contactless service – so there’s no need to sign anything on completion of the job.

If any members of our team are showing symptoms of Coronavirus, they will be not be in work for the appropriate length of quarantine, and they will not visit your home for a fuel delivery of boiler service.

How is Certas Energy supporting essential services?

At Certas Energy, we’re proud to be fuelling the nation’s key workers and essential services during this tough time, supporting their tireless efforts to protect our communities.

That’s why we’re prioritising fuel deliveries to hospitals, care homes, farms, emergency services, the MOD, the NHS, and specific retail sites.

We’re also giving away free coffee from selected Certas Energy Retail forecourts for our incredible emergency services, NHS logistics and MOD. Blue light services can also get free vehicle washes at our Tyseley Energy Park site (off the A45, at B25 8DW). Emergency service vehicles simply need to pull in and the clean is on us – no account required.

Finally, we’re donating PPE care packages to 46 care homes nominated by our colleagues across the UK. Containing disposable gloves, aprons and face masks, the care packages will provide over 1,500 pieces of PPE to help keep care workers and residents safe.

For more information on the donation, please click here.

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

If you have an immediate heating oil need, please do get in touch with us to place an order. We’re working hard to get everyone’s delivery to them.

During this unprecedented period, we are looking to ensure that our priority delivery slots are given to those who need them most.

If you are elderly or vulnerable, or have registered for our Cold Weather Priority service, you should have already received a letter containing a dedicated phone number for urgent orders.

If you do not fall into this category – or believe you should – please call us on 0345 600 4040.

You can now also order heating oil online. It’s quick and easy to do – and with our new track my delivery service, you can see exactly where your order is.

Where is my delivery?

Whilst we’re working extra hard to keep everyone topped up with heating oil, for a minority of customers, delivery may take a little bit longer than usual.

However, with our new online delivery tracking service, you can see exactly where your order has got to – even if you ordered over the phone.

Watch the video to learn more, or click here to track your delivery now.

Where can I find the latest updates?

As the Covid-19 situation is ever-changing, we are constantly reviewing our plans and policies in line with government advice. We will tell you about the latest updates on these news pages on our website.