Supporting older customers

We recognise the important needs of our older customers, and want to make sure they have all the energy advice and services to help make life more affordable and comfortable.

It’s easy to get in touch open/close

  • All our customer service lines are 0800 or 0330 numbers, so your calls are either free or included in mobile minutes
  • We only have one customer service number so you can always keep it handy
  • Our call centres are UK-based and open 6 days a week
  • Using the phone is easier if you’re hard of hearing or English isn’t your first language
  • We can send our information in Braille, large print or CD

Our services are simpleopen/close

  • We help find the right tariff for you
  • Choose how you pay and how you manage your account
  • We make all our terms and conditions clear before you join
  • Our Tariff Charter makes things easier to understand
  • Bill information approved by the Plain English Campaign
  • Here to help review your tariff and payments

We can help get you energy efficient open/close

  • We’ll give you tips and tell you about entitlements to help keep your home warm
  • It’s free to call our Energy Efficiency Advice Line
  • Use our Energy Audit kit to help with efficiency
  • Get free or subsidised energy efficiency measures if you’re eligible

We support our most vulnerable customers open/close

  • If you meet the criteria, our Warm Home Discount gives you £140 a year towards fuel costs
  • Home Heat Helpline offers you energy advice
  • We work with Citizens Advice Bureau to help reduce your bills

We can help with your finances open/close

  • Clearly see if your account is in credit or debit on your bill
  • Get specially tailored payment advice
  • We check you’re paying the right Direct Debit amount every 6 months
  • Help to pay, even if you’re in debt
  • At least 30 days notice if energy prices increase

We take complaints seriously open/close

  • Easy to access policies and independent advice available
  • Request information from us any time