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More helpful information

What to do in an emergency

Priority Services Register

If you’re of pensionable age, chronically sick, or are registered as disabled, we can give you extra help. Let us know about your special circumstances and we’ll add you to our Priority Services Register. Some of the extra help you could get includes: 

  • Free gas safety check.
  • A password for extra security.
  • Your bills in Braille, Large print or Audio.
  • Minicom and TextDirect.

We’ll make a note of your needs and keep them in mind whenever we get in touch with you. Call us on 0345 052 0000 to ask us to add you to the register.

Giving you more accurate bills

We're committed to giving you accurate bills, so we’re working with Energy UK - an organisation that represents the energy industry and provides information to the public. We’re a member of their code of practice for accurate billing, which explains the commitments we’ve made to:

  • Switching supplier
  • Using your meter readings
  • Your bills and statements
  • Payments and refunds

Each year Energy UK carries out and publishes an audit and in 2017 we won a Silver Compliance award. 

For our small business customers, we also  follow Energy UK’s voluntary standards for back billing of microbusiness energy customers, and the guidance provided for energy bills.

If you need independent advice

You can get free and independent advice so that you know your rights as an energy user. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To know your rights visit Citizens Advice for up-to-date information, or contact them directly on 03454 04 05 06.

Know your rights in a changing energy market 2018.

Complaints reports and information

You can read our Residential Complaints report online at This includes quarterly complaint figures, top reasons of customer complaints and what we’re doing to improve. 

How to make sure the caller is from E.ON

When anyone visits your home or business:

- ask for official proof of identity (our employees carry an identity card)

- request the person’s name, unique identification number and the name of their company

- call our office to verify their identity: 0800 032 2409

Where possible, our representatives will also:

- wear clothing that identifies them as an employee of ours

- arrive in a vehicle bearing the name E.ON or the name of the company working on our behalf.

When an employee or representative stops working for us or a partner company, all their identity cards, clothing and vehicles are returned to us.

If you’re uneasy about allowing people into your home, you can use our password scheme. It’ll only be given to the representatives who need to know it, and they’ll quote it whenever they call at your home. Join the scheme by calling us on 0345 052 0000.

When we'll visit you

Normally, we’ll only visit you between the hours of 8am and 8pm, Monday to Friday and between 8am and 4pm on Saturdays. However, in the event of an emergency or a specific request, we may call outside of these times.

How our representatives are chosen and trained

All our representatives are carefully chosen and highly trained to ensure they maintain the high standards you expect from us. They are checked at selection for previous criminal offences and required to provide positive references from previous employers.

They are trained to:

- be sympathetic to the needs and concerns of all our customers

- be calm and courteous without showing undue familiarity

- show due care and respect to customers’ property and homes or business premises

- be fully informed to offer help and advice about your energy supplies

- be aware of and comply with the contents of this Code of Practice

- be compliant with the provisions of the Rights of Entry (Gas and Electricity Boards) Act 1954.

- appreciate the importance of treating customers professionally and with courtesy

- have to pass a training courses and then receive continuous on-the-job training

- are regularly monitored by local managers to ensure that our standards are rigorously upheld at all times. If they fall below these standards we’ll take immediate action to rectify the situation.

We’re also a member of The Association of Energy Suppliers, which produces an Industry Code of Practice. We strive to exceed their guidelines and continually monitor our employees and practices. These include:

- strict guidelines on calling hours

- a standard for recruiting sales employees

- a code of conduct for sales employees

- respect for customers wishes.

If you’re unhappy with the service you receive from any representative working on our behalf, please call us on 0345 052 0000.


What you can expect

Standards of Services