Help & support
We take our duty of care regarding our customers’ needs very seriously, and we make specific provisions for those who require extra support. You can register your family member as a priority care customer, and they can nominate a person to help deal with their account. As a priority care customer, we can also offer a range of support including tailored payment plans and flexible times for meter readings.
We take our duty of care regarding our customers’ needs very seriously and priority care is a specific provision for customers who require extra support. If you are registered as a priority care customer, we can offer a number of benefits including tailored payment plans, the option for you to nominate a person to help deal with your account and free safety checks on your gas appliances. Find out more about our priority care customer list here. To register as a priority care customer please contact our team on 755500.
Our comfort checks are available to all customers and are completely free. Our energy advisers will visit your home at a time to suit you to discuss your energy needs and any concerns you have. They’ll check your heating and hot water equipment to ensure it is all working safely and efficiently and provide you with free energy saving advice.
If you need to make a complaint, please contact our team via our contact us form or call us on 755500.
We’re very sorry for your loss. Please contact our team on 755500 and they’ll talk you through the process. We’ll require a copy of the death certificate to close the account or transfer it to a different name.
Please contact us using our contact us form or call our team on 755500 and they can change the date or amount taken on your direct debit.
If you suspect a gas appliance is unsafe, turn it off immediately and do not use it until it has been checked by our Gas Safe engineers. Call our team on 755500 to arrange an appliance inspection. If you smell gas or suspect a gas or Carbon Monoxide escape, call our emergency number 755555 immediately.
The best way to keep your gas appliances safe is to ensure they are regularly serviced by our Gas Safe registered engineers. We also recommend having a carbon monoxide monitor in your home. To organise a service please contact our team on 755500.
If you smell gas, suspect a gas escape or carbon monoxide has been detected, call our 24-hour emergency number immediately on 755555. Investigations into suspected gas and carbon monoxide escapes are always free of charge.
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