Customer care register

Our promise to you

Our confidential Customer Care Register makes us aware of your individual needs. If you register with us you can benefit from any of our services listed below:

Customers with Individual Needs

We care about all of our customers but are particularly concerned about those who are of pensionable age, disabled or chronically sick. We have a range of services available, with our confidential Customer Care Register.

Doorstep Service

If you have a hearing difficulty we will knock the door louder and speak clearly when we call to read your meter. If you have a mobility problem we will allow you more time to answer the door.

Password Scheme

If you are worried about bogus callers, you can give us a password to use each time we call. This will give you extra protection and may be useful if you are partially sighted or blind. Please choose a password you will remember easily.

Services for customers who are hard of hearing or deaf

If you have any queries on bills, payments or moving house, please contact us via email.

Carers Contact Service

If someone helps you to manage your bills, subject to their agreement, we can post bills directly to them. We can also contact them if we need to reach you at any time.

Braille Bill

If you are blind, we can send a copy of your bill and other correspondence in braille.

Talking Bill

If you are blind or partially sighted, we can phone you with details of your bill. You will get the opportunity to ask any questions you may have.

Large Print Bill

If you have a sight difficulty, we can send a copy of your bill and all other correspondence in large print.

Making a complaint

If you are unhappy with any aspect of your service and wish to make a complaint, we want to hear from you. We have a range of contact methods to facilitate customers with individual needs.

Disconnection of electricity supply

We can assure that all reasonable steps will be taken to agree a suitable payment arrangement to prevent us ever having to disconnect a domestic customer's electricity supply for non-payment.

If this is not possible and we are aware that a customer is of a pensionable age, is chronically sick, disabled or anyone under the age of 18 resides in the property, we will not disconnect the supply during the months of October to March inclusive.

To register for our customer care register simply fill out the form here