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Giving you more accurate bills, Priority Services Register and other helpful information

Extra help if you need it - the 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 0333 202 4760 to ask us to add you to the register. If you’re on our Age UK tariff, please call free on 0800 917 3353. 







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

Back billing

Energy UK and a number of energy suppliers have provided explanations for common scenarios you may find yourself in (billing code scenarios) and scenarios where we may have to bill for a previous period (back billing).

Each year Energy UK carries out and publishes an audit and in 2016 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.







Know your rights

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 2017 - English and Welsh version









We will send you your statement at least once a year. Even though we always try to use the readings from your meter on your statement, we still need to come and read it from time to time, to make sure the readings are correct and the meter is safe.






Our track record

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. 




Your security

We take your security and crime prevention seriously so we may share your data with other organisations for the detection, investigation and prevention of crime.