How Can We Support You?

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.

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Support When You Need It Most

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

  • We understand and identify customers in need of additional support by maintaining a  Vulnerable Customer Register and Priority Service Register for all customers who need additional help.
  • We work closely with housing providers and developers who provide guidance about residents who are in need of additional support. This is so we can ensure additional procedures and facilities are available, increased customer care is provided, and information is available in various formats.
  • We liaise with support agencies and charities to offer customers the best advice or solutions to support them and their energy needs.
  • We support our customers who require additional support in nominating a third party to support their energy needs.
  • We keep our records updated regularly ensuring changes in status are actioned.
  • We have a password protection scheme in place for our engineers to use when visiting your home.
  • Available on request, we can provide your heating bill and billing information in a format that can be easily understood if you are visually or hearing impaired.

Priority Services Register

The Priority Services Register is a free service provided by suppliers and network operators to customer who 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 Priorities Service Register, please contact our Customer Care team by telephone, email, letter (details below) 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.

Support Available

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    Nominated 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 01254 296000 to register for this scheme.
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    Telephoning our Customer Care Team
    • We 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.
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    Password Scheme
    • You can register a password by contacting our customer care team on 01254 296 000.
    • Our engineers must quote when visiting your home along with this official proof of identity (all our engineers carry identity cards which include their photograph).
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    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 Service

    Helpline: 0300 123 1234, Lines open: Monday to Friday, 8am to 8pm
    Email: energy-advice@est.org.uk

Inform us that you require additional support by completing this form

Download Here Vulnerability Registration Form 0.09 Mb

Call Our Customer Care Team

Contact our helpful Customer Care 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 Care Team
Customer Service Team 510 By 510