Extra Support

We offer 0% interest repayment plans and we are happy to discuss and tailor your repayments to suit you.

When a repayment plan is set up we will monitor it to ensure it is suitable for you.

We may get in touch with you if we reasonably believe you are experiencing difficulty in paying a bill, and we will work closely with you to resolve the payment difficulty.

We offer free support services if you, or someone you live with, needs help to manage your energy supply. For example if you:

• State pension age or older

• Registered as disabled

• Physical/mental illness

• Pregnant or child under the age of 5

• Bereavement

• Low income

• Other

Some suppliers call this the 'Priority Services Register'. The services we offer include statements in a format that's better for you, and support during emergencies and supply outages.

You may also want to register with us for extra support, such as language needs (e.g. You speak little to no English so may struggle with phone conversations with us).

If you would like to register for priority care or any extra support, then please complete the form to register as a vulnerable customer.

You can get energy saving tips from: 

• Energy Saving Trust

• Simple Energy Advice

• Citizens Advice

• The Heat Trust

Other help and advice

If you want independent help and advice there are several organisations that can help if you are having financial difficulties, such as:

• StepChange, a charity that helps thousands of people overcome debt every week - you can call them for free on 0800 138 1111, or try their helpful  Debt Remedy Tool  or 60-Second Debt Test. 

• National Debtline, an independent charity dedicated to providing free debt advice to millions across England and Wales - they offer free advice online at mymoneysteps.org or through their helpline on 0808 808 400. 

• Further advice is available to assist with bill payment, energy consumption and debt management if needed.

Meter reads

If we require meter reads and you are unable to provide them, we can arrange to assist you with reading your meter.

Engineer visits

We can on request provide a password you can use for appointments which our engineers can use when visiting your property. Our engineers will also have photo ID when attending your property.

Special requests

We can provide larger print documents or braille on request.

If you would like to give permission for someone else to discuss your account on your behalf, or if you need us to send bills to a nominated individual to provide you with additional assistance, please contact us and provide us with details.

If you would like to give permission for someone else to discuss your account on your behalf, or if you need us to send bills to a nominated individual to provide you with additional assistance, please click here to send us their details