Additional Support & Priority Services Register

We pride ourselves on delivering excellent levels of customer service at all times, recognising that some customers may, at times, need additional support with their heat and hot water system.

Support when you need it most

We pride ourselves on delivering excellent levels of customer service at all times. We understand that from time to time, especially when faced with a difficult situation you may need additional support. 

  • We work closely with your housing provider or property developer who will provide us with guidance about who may need of additional support. This is so we can ensure additional procedures and facilities are available should you need them.
  • We identify and support customers in need of additional support by maintaining a  Vulnerable Customer Register and a Priority Service Register.
  • If we are unable to help, we will sign-post you to other support agencies and charities, to help you get the most appropriate advice and support for your needs.
  • If you require additional support, you can nominate a third party to act on your behalf.
  • Our Password Protection Scheme, can give you peace of mind. When visiting your home, our engineers will use an agreed password so you can be sure they are genuine and not a bogus caller.

Priority Services Register

The Priority Services Register is a free service provided by suppliers and network operators should you require additional support.

By registering with the Priority Services Register, it enables you receive:

  • Knock and Wait
  • Accompanied Visits
  • Bill Nominee Scheme
  • No Cut Off Policy

If you require additional support and would like to sign up to the Priority Service Register, please contact our customer service team by telephone, email, letter (click here for details) and they will register your details.

Once we have logged your details you (or your representative) will be sent some forms to complete and return. The database will then be updated and the completed documents will be stored in a secure location. We will managed you details in accordance with the GDPR regulations.

Types of additional support available

Nominate a third party representative

  • If required, we can arrange to share your bill with a representative you have nominated to help you understand and pay your bill.
  • Please be aware the responsibility for payment of the bill will remain with you.
  • Please contact our customer care team on 0808 208 0063 to register for this scheme.

Password Protection Scheme

  • You can register a password by contacting our customer care team on 0808 208 0063.
  • To give you peace of mind, our engineers will say this password when arriving at your home and will also show a official proof of identity card (all our engineers carry identity cards which include their photograph).

Calling our customer service team

  • We will speak clearly, regularly checking that you understand everything that is discussed during telephone call. If you experience difficulty with hearing, we offer post or email as an alternative to telephone calls.
  • We are skilled in assisting our customers who have language barriers. To resolve issues we will work closely with your housing officer or representative.
  • If you are partially sighted or blind, we will telephone you at a pre-arranged time when you are with your representative, so they can assist you with any required actions.

Support From Other Organisations

  • The Citizens Advice Bureau The Citizens Advice Consumer Helpline: 0808 223 1133  Lines open: Monday to Friday, 9am to 5pm Textphone: 18001 0808 223 1133
  • National Debt Line Helpline: 0808 808 4000, Lines open: Monday to Friday 9am to 8pm, Saturday 9:30am to 1pm
  • Energy Savings Advice ServiceHelpline: 0300 123 1234, Lines open: Monday to Friday, 8am to 8pm

Call our customer care team

Contact our helpful customer service team, who will be happy to add you to the Priority Services Register, organise additional support or discuss any aspect of your metering and billing system.

Customer Service Team
Customer Service Team 510 By 510

If you would like to inform us that you require additional support, please complete and return this form

Download Here Vulnerability Registration Form 0.09 Mb