Our Commitment
We are here for you

We are here to look after you and provide great customer service. We also want to help you understand your energy usage and make the best choices to control the cost of this. If you need to get in touch, please see our contact details. We are fully committed to making sure all our customers are treated fairly, as a minimum we will ensure:

 

  • We always act honestly, transparently, appropriately and professionally.
  • It’s easy for you to contact us in a way that suits you – our contact details are here.
  • Any information we provide will be accurate and easy to understand.
  • We will only provide you with information and offers that we believe are appropriate to you.

 

Whilst we will constantly review how we work to ensure we keep delivering exceptional service, we do accept that occasional things will go wrong. If this does happen, please get in touch and we will put things right. However, should you need to make a complaint you can follow our Complaints Procedure to ensure you get the right outcome.

We also want to be sure you understand your rights within the energy market and you can find out more in this document from the Citizen’s Advice Bureau.

Priority Services Register
Priority Services Register

For those customers who need a bit of extra support we operate a Priority Services Register, which means we can take care of your needs, whether this is providing bills and communications in a different format such as large print or Braille, or making sure you get advanced notice of any planned supply interruptions in your area.

Who can register

Anybody who is of pensionable age, registered disabled or chronically sick can be registered.

What you get?

A password scheme will be used by any of our agents should they call at your property. This password will also be able to be used by you, if you need to speak to us.

Name a friend(s) or relative(s) that you trust to look after your account for you and to be the point of contact for you.
If it’s easier for you to have bills and letters in a different format, please let us know and we will arrange this.

We will also have your details added to your local Network Operator’s and Gas Transporter’s Priority Service Register so they can get in touch with you if there is a supply interruption. They will also make sure you are looked after and kept safe.

Please just fill out this form or get in touch if you would like to register and we will take care of the rest.

Access to your property

From time to time an authorised engineer may be sent to visit your home. There are several reasons why we do this, including;

  • Reading your meter to obtain accurate, up to date meter readings;
  • Checking on a fault you have told us about;
  • Installing, replacing, removing, or maintaining your meters;
  • Adjusting the settings on your meters; and
  • Disconnection.

Here at OneSelect we take the safety of our customers very seriously, so before you let them (or anyone) into your home, we recommend you ask;

  • Which company are they from or who do they represent;
  • What is their full name, ID number; and
  • That they show you their photo identification card

The engineers will always have photo identity cards. They’ll will show this to you when they arrive at your property.

The engineers will also be wearing branded clothing and will carry identification at all times. For your own safety, we advise you to check their identity card immediately and if you are doubt, there will be a contact number on the back of the card which you can call to verify the identity of the engineer. If you still have doubts, please give us a call on 0333 21 25 973. Sometimes, we may send a sub-contractor to your home instead, and they may not necessarily have the branded clothing required and their work vehicle may not be branded either. BUT, in all cases they will still carry an identity card.

When you switched to OneSelect, you may have set up a password with us which we will share with authorised engineers and meter reading agents. They will use this password when they visit you at home. This password is only known to OneSelect and the representatives we have authorised to carry out services at your property.

As a customer of OneSelect, even if you provide us with regular meter readings every month we will still send an authorised meter reading agent to your home to take meter readings at least once every two years, this is essential to ensure that safety checks are carried out and your electricity and gas meters are safe and working properly.

If someone does visit you at your home and says they are from OneSelect, please don’t let them in unless you’re absolutely sure. You can call our Customer Care Centre on 0333 21 25 973, to check the person’s identification and to ensure they are a genuine representative of OneSelect.

Sometimes, an agent representing the Revenue Protection Service (RPS) may have to visit your home if they are required to investigate suspected meter tampering or that someone may have tried to steal electricity or gas.

When you signed up to be a OneSelect customer, you agreed to provide us and our representatives access to your property when required. For more information, read our terms and conditions.

Gas safety
WHAT YOU SHOULD DO IN AN EMERGENCY

The safety of you and your family is very important to OneSelect.

It is essential that you know how to respond immediately to a situation that could be fatal or dangerous to you or your family.

If you smell gas in your home, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, you must;

  • Ventilate your property by opening all the doors and windows in your home;
  • Not smoke or use or create an open flame;
  • Keep people away from the area that is or may be affected;
  • Not enter a cellar (if you have one) or go into an enclosed space;
  • Avoid turning on or off any electrical equipment, this includes light switches and mobile phones;
  • Switch off the supply at the gas meter (unless it’s in the cellar)
  • Call 0800 111 999 (The National Gas Emergency Number) immediately. This is a free service that operates 24 hours a day
FREE GAS SAFETY CHECK

As a OneSelect customer, you may be eligible for a free gas safety check undertaken by a certified Gas Safe engineer. This Gas Safety Check is free if you or any member of your family meet the following criteria;

  • You do not live in a rented property, this is because your landlord is responsible for following the regulations made under the Health and Safety at Work Act 1974, (in relation to your gas safety check);
  • You are on certain government approved benefits;
  • A gas safety check has not already been carried out on your property in the last 12 months; and
  • You or a member of your family are on the Priority Services Register.

You can also get a free gas safety check if you meet one of the criteria below;

  • You live with at least one child under five years old;
  • You are of pensionable age, disabled, chronically sick and live alone;
  • You are of pensionable age, disabled, or chronically sick and live with others who are also of pensionable age, disabled, or chronically sick.

Please contact us on 0333 212 5973 to arrange your free gas safety check if you meet or think you meet the above criteria.

You can of course, arrange for your own gas safety check, but please ensure the engineer is certified as a Gas Safe Engineer and are approved by the Health and Safety Executive and are registered on the Gas Safe Register. Find out more on their website.

CARBON MONOXIDE

Unsafe gas appliances can produce a highly poisonous gas called carbon monoxide (CO) and this can cause death as well as serious long-term health problems. CO is produced by the incomplete burning of natural gas or liquefied petroleum gas (LPG). This happens when a gas appliance has been incorrectly fitted, badly repaired or poorly maintained and it can also occur if flues, chimneys or vents are blocked.

Oil and solid fuels such as coal, wood, petrol and oil can also produce carbon monoxide.

CO poisoning occurs when you breathe in the gas and it replaces the oxygen in the bloodstream. Without oxygen, your body tissue and cells die. Even small amounts of the gas can cause CO poisoning, and long-term effects can include paralysis and brain damage.

If you suspect that carbon monoxide is present in your home you must seek medical advice immediately.

There are several symptoms to look out for, including;

  • Headaches;
  • Nausea or vomiting;
  • Stomach pain;
  • Difficulty breathing;
  • Collapse;
  • Dizziness; and
  • Fatigue

CO symptoms are like those of flu, food poisoning, viral infections and fatigue. That’s why it’s quite common for people to mistake this very dangerous poisoning for something else. Symptoms only occur when you are at home and seem to disappear when you leave home and other members of your household, including pets are experiencing similar symptoms at the same time.

If you suspect a leak you must take immediate action:

  • Get fresh air immediately and open all the doors and windows, turn off all gas appliances and leave your house;
  • Arrange to see a doctor urgently or go to hospital. You must let them know that you suspect CO poisoning. They will do a blood or breath test to check.
  • Call 0800 111 999 (The National Gas Emergency Number) immediately. This is a free service that operates 24 hours a day, 365 days per year;
WHAT ARE THE WARNING SIGNS OF A CO LEAK

Any of the following could be a sign of CO present in your home;

  • Flames that are of a lazy yellow or orange colour on your gas hob, rather than being a crisp blue;
  • Dark staining on/around appliances;
  • The flue is broken or is damaged;
  • Pilot lights that frequently blow out; and
  • Increased condensation inside or on your windows.

Faulty appliances in your home can lead to CO poisoning.

Carbon monoxide is most commonly emitted from poorly installed or maintained gas appliances.

As a customer of OneSelect we would strongly advise that you:

  • Have your household gas appliances checked at least once a year by a Gas Safe engineer;
  • Install an audible carbon monoxide detector that complies with the relevant British or European safety standards; and
  • Frequently check for discolouration or stains around gas appliances (such as boilers or water heaters)

Visit the Gas Safety Register website for tips and hints on how to ensure gas safety in your home.

 

There are many organisations that can help you with advice on staying safe whilst using gas appliances in your home including;

 

 

 

 

 

Health & Safety Executive (HSE)
http://www.hse.gov.uk/gas


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