COVID-19 Update: Important guidance for our customers

Following the recent Government announcements, we would like to advise customers of the following:

We’re still here to serve our customers

As suppliers of essential heating fuels, we are required to remain open for business to support our customers across the country. We are fully operational, with our office-based colleagues now working from home, in accordance with government guidelines. But we’re also dealing with a much higher number of enquiries that usual. Please bear with us – we’re working hard to help as many customers as we can, and we thank you all for your patience at this time.

Demand is high, but the UK supply chain is operating as normal

The UK fuel supply chain remains operating as normal and we do not anticipate that the situation is likely to change. However, demand is currently high which is increasing our delivery lead times.  In line with guidance offered by major retailers, and by the UK and Ireland Fuel Distributors Association (UKIFDA), we strongly discourage any ‘panic buying’ activity – please do not order oil if you don’t need a refill yet.

Our delivery service continues, but with some important changes

Our delivery partners are continuing to serve all of our coverage locations nationwide, but have made some important changes to ensure deliveries are contactless, and that drivers distance themselves from all customers.

We’ve asked drivers to treat each delivery as if no one is at home. This means that they will not knock at doors, and will not ask you to sign for deliveries on their hand-held devices. Instead, they will sign on your behalf using the abbreviation PP to confirm deliveries.

For some homes, drivers are required to reel hoses through a house, garage or conservatory to access a tank. We have issued specific guidance to drivers to help assess these situations and protect drivers and customers. They will ask you if anyone in the household is currently showing symptoms of COVID-19 or if you are self-isolating.  If the answer is yes, we regret that we will be unable to complete a delivery at this time. If we believe we can safely fulfil the delivery, we will ask you to open all doors and clear the route for the driver to come through the house and make the delivery without any interaction.

We will regularly review and update this guidance

With the rapidly changing nature of the COVID-19 pandemic, information and advice from Government can change quickly. We will continue to review our status, and update our website at with our latest guidance and information.

– Direct Oil
Revised: 14th April 2020
Originally published: 24th March 2020

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