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

Updated: Tuesday 05 January 2021

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.

We’ve put a range of measures in place to ensure we can continue to look after our customers with safe and reliable fuel deliveries. Our priorities continue to be:

  • Keeping our customers, our colleagues and our suppliers safe
  • Ensuring that homes are kept topped up with fuel
  • Prioritising the needs of our vulnerable customers
  • Supporting the essential and emergency services

Here, we answer domestic and commercial customers’ most frequently asked questions around how we’re adapting, supporting and delivering during this time.

Are you still delivering fuel?

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.

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

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

Our key priority remains the health, safety and wellbeing of our customers, teams and suppliers. We continually review our health, safety and wellbeing policies as well as our business continuity plans and revise appropriately as the situation and/or Government guidance and measures change.

To protect our customers, we have taken additional and appropriate measures to ensure fuel deliveries and boiler servicing are undertaken in a safe COVID-secure manner.

All our drivers, are 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 not be in work for the appropriate length of quarantine, and they will not visit your home for a fuel delivery or boiler service.

Will Certas Energy’s fuel supply be disrupted?

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 UK and Welsh 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.

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 by calling us on 0345 600 4040.  You can also click here to order online in England and Wales. For customers in Scotland, you can request an order call back by clicking here.

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.

Where is my delivery?

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.

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 time, supporting their tireless efforts to protect our communities.

We’ve also donated 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. You can read more here:

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.

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