We are here to look after you and provide great customer service. We also want to help you understand your 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:
Whilst we will constantly be reviewing 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.
For our customers who need a bit of extra support we operate a Priority Services Register, which means we can take care of their needs, whether this is providing bills and communications in a different format such as large print or Braille, or making sure they get advanced notice of any planned supply interruptions in their area.
Anybody who is of pensionable age, registered disabled or chronically sick can be registered.
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.