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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.

Compliants 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. 


What you can expect

Standards of Services