Coronavirus (COVID-19) – Important Customer Communication

Please note: Since 1st June 2020, we have begun our gradual and phased remobilisation of non-essential works. Read more here.

The past few days and weeks have been a challenge for everyone, so we’d like to send our best wishes to all our customers and wish you good health.

At SMS, we want to take this opportunity to reassure all energy consumers and all our customers around the UK that we are here for you in this current state of emergency.

The security of our energy supply and metering infrastructure at an extraordinary time like this has never been more important. It will be needed for the most vulnerable consumers, to keep hospitals running, and the economy moving. As a business we must play our part in maintaining these supplies, whilst also doing everything we can to protect the health and wellbeing of our customers, our employees, and the wider public.

We have therefore, as of Monday 23rd March 2020, taken the decision to stand down all non-essential field work, instead prioritising only emergency work or where no social contact is required. This is in addition to the closure of all our offices and warehouses for the foreseeable future, with the exception of activities required to support emergency field activity and our IT infrastructure where these cannot be conducted remotely. The remaining majority of our workforce will continue to work and support customers from the safety of their homes.

As part of this change of focus, we have immediately implemented our COVID-19 processes and communication protocols across our business, introducing increased protection measures to ensure the health and wellbeing of our staff, supply chain, our customers and their consumers. We have also taken proactive steps to ensure our national network of domestic and industrial and commercial engineers, subcontractors and back office staff are appropriately trained. This combined with our robust IT infrastructure ensures we can continue to meet emergency works whilst reducing the risks to an absolute minimum.

Whether you’re an energy supplier or a direct business customer of ours, we encourage you to please continue to use the same communication channels as previously provided. However if you are not a customer of SMS and in need of support, please contact Chris Mawer, our Business Development Director on 07770 555550 or who will ensure we do everything that we can to help. Alternatively, see our specific contacts page for a range of different departments.

Important note to end consumers: If you are a domestic or business consumer you should not contact SMS directly, please contact your energy supplier in the event of any emergencies. SMS cannot take instruction from you directly. For gas emergencies specifically, you can also call the National Gas Emergency Service free on 0800 111 999.

The utility and energy industry, like many other critical industries, is working together during these challenging times and demonstrating that our collective resources can keep electricity and gas flowing, maintain our national infrastructure, continue to drive the low-carbon agenda, and ultimately support our economy.

To this end, SMS continues to be there for our customers, and we will endeavour to support you in whatever way we can, in the safest possible way.