FAQ

Information about my circumstances - How can I change my consent settings?

Information about your circumstances

Information about health - e.g. any disabilities you, or a member of your household, may have - is known under data protection law as special category data. We need consent from you to record this information on your account. We may also record details about your, or their, financial circumstances, age etc. as well as any temporary issues such as a bereavement. We refer to this type of information as your vulnerable information.

Consent to record your information about vulnerability

If you've said you're happy for us to, we'll record information on vulnerability (as described above) about you or a member of your household, so we can understand your (or their) circumstances:

  • to provide any Priority Services you've asked for free of charge, if applicable
  • to help us manage your account so we are aware you (or a member of your household) may need additional help and support (for example having bespoke processes in place if you get into payment difficulties)
  • for internal performance review, analysis, reporting and audit purposes (both internally and to report to Ofgem) to ensure our compliance with our obligations and to improve our services to you

We'll also share your information on vulnerability with our agents and contractors who provide
services to you on our behalf. We'll never use any of your information (or a member of your household's information) for marketing, unless you give us your consent to do this.

Consent to share your information on vulnerability with industry network companies

If you've also said you're happy for us to, we'll share your (or a member of your household's) vulnerable information with industry network companies to ensure your safety in case your energy supply is interrupted, such as in a power cut.

How can I change my consent settings?

You can change your consent settings at any time - just tell us via Live Chat or Messenger. Or you can call us on 0800 073 3000. We're open Monday to Friday 8.00am to 8.00pm and Saturdays 8.00am to 6.00pm. If you have hearing or speech difficulties and use a minicom or textphone, you can contact us on 0800 413 016.

Phone calls: We may monitor and/or record calls for security, quality or training purposes. Calling us on an 0800 number should be free from all mobiles and generally free from all landlines.