Maintaining critical services and protecting public health during Covid-19

We have all seen what COVID-19 is doing to our society, our economy, our workplaces and our healthcare system. First-hand experience and stories in the media remind us of the scale of the challenge. We are all concerned for our loved ones, especially those most vulnerable, and each of us is stepping up to play our part in containing the virus. 

In ESB we know that electricity is providing vital support for everyone right now. It underpins many critical front-line services, and sustains our ability to live, work and stay connected from home. That’s why we are taking steps in line with Government measures to balance the provision of essential energy supplies with our need to keep our employees and the communities we serve, safe and healthy. We are doing this knowing that many of our customers are in their homes, working remotely, dealing with illness or self-isolating to flatten the curve. 

  • We are committed to maintaining excellent customer service throughout this crisis. To help us, we are asking customers, where possible, to use digital platforms as the first point of contact for routine services and general enquiries.
  • Contact details for ESB Networks, who serve all electricity customers regardless of who your Supplier is, can be found at www.esbnetworks.ie.
  • Contact details for ESB’s supply company, Electric Ireland, can be found at www.electricireland.ie, while contact details for other supply companies can be found at their own websites.
  • At ESB, we have put in place measures to enable most of our employees to work from home so that we can keep them safe and avoid the spread of the virus while continuing to serve electricity customers.
  • ESB is committed to keeping our power stations and wind farms operating during this crisis.
  • ESB Networks is committed to carrying out all essential work to maintain the flow of electricity from power stations and wind farms right through to electricity customers. Full details can be found here
  • All ESB employees involved in essential activities that require travel outside the home will carry identification in line with Government guidelines

  • While the vaccine is being rolled out across the country and despite our best efforts, we are conscious that some of our colleagues in ESB may become ill over the coming weeks. We have activated detailed business continuity plans to ensure that our generating stations, wind farms, electricity networks operations, customer service and support functions continue to operate as normally as possible throughout this crisis, even in the event that some of our colleagues are unwell or have to self-isolate.  

  • We are acutely aware that many customers are facing financial challenges as a result of COVID-19 and may need additional support. Our supply business, Electric Ireland, is doing its best to help people at this time, and is asking residential or business customers who are concerned about their ability to pay their bills on time to engage with them at an early stage so that workable and affordable payment solutions can be developed specific to individual circumstances. 
  • As of October 22, Electric Ireland has suspended disconnections and this will run until the end of Winter (March 1). More information can be found here.
  • Electric Ireland has also credited the bills of approximately ten thousand of its registered vulnerable customers with one-hundred-euro credit each. This is to help those in need during the Covid-19 pandemic and is another customer commitment as part of Electric Ireland’s Brighter Together Energy Programme launched earlier this year. More information here.
  • Electric Ireland also announced that it is freezing gas prices this winter to help residential gas customers during the higher usage months. This will maintain the 11.5% decrease announced in April 2020 for its gas customers.

ESB strictly adheres to the guidance and advice issued by the Irish Government.

All information can be found here

In relation to our ESB Energy business in the UK, we continue to advise all staff to follow the Foreign Office travel advice which can be found here.

We remain focused on looking after our customers and employees, providing secure and safe electricity to the people of Ireland. We will stay connected to families, communities and businesses all over the country and will support the fight against Covid-19. 

We thank you for your co-operation and patience, and we wish you and your family continued safety during this very challenging period.

Pat O’Doherty

Chief Executive ESB

January 2021