Emergencies handbook

Emergency calls are rare — but when they happen, how you respond in the first few seconds matters enormously. This guide gives you a clear framework for triaging an emergency call, staying calm under pressure, and making sure every customer who need...

A customer calling to report a gas smell or suspected leak needs one thing above all else: fast, clear, calm guidance. This article gives you the exact steps to follow and the words to use. In a gas emergency, there is no time to improvise — know th...

A loss of electricity supply is one of the most common emergency-adjacent contacts you'll handle. Customers are often frustrated, sometimes frightened, and almost always convinced that Good Egg Energy is responsible. This guide helps you quickly wor...

Prepayment meter emergencies are some of the most time-sensitive contacts you'll handle. A customer who has self-disconnected — or is about to — may be sitting in a cold, dark home, possibly with children or health conditions that make the situation...