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.
  • Our networks company, 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 at www.esbnetworks.ie.  
  • Where employees need to be on site to carry out essential work, appropriate steps are being taken to keep them safe and protect the people around them, including maintaining social distancing in line with HSE guidelines, implementing regular deep cleaning of buildings and providing appropriate personal protective equipment.
  • Occasionally it will be necessary for employees to enter homes for safety reasons or to restore supply. This will only be done if it is absolutely necessary and with permission of householders. To keep electricity customers and our employees safe ESB staff, on entering homes, will wear personal protective equipment and use sanitising wipes to clean any surface that they work on before and after carrying out their work. 
  • All ESB employees involved in essential activities that require travel outside the home will carry identification in line with Government guidelines

  • None of us is immune to COVID-19, 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.  
  • ESB Networks occasionally needs to switch off power supplies to customers to repair faults and address safety hazards. We know that this can be disruptive to people so in scheduling and carrying out this work, ESB Networks will seek to limit the number of customers impacted and the duration of outages.  This work is planned in a way that prioritises the needs of essential service providers, including those in the healthcare, water, gas, telecommunications and food sectors. For more information, click here.

  • 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 and for the duration of Level 5, Electric Ireland has suspended disconnections. More information can be found 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.

Contractors working on ESB sites

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