Our policies

Our customer service team are here to help you with more than queries about your bill. Our team are here to help you with a whole range of things, such as if you're having trouble paying your bill, you have special requirements or you're not happy with an aspect of our service.

These standards are available for you to download and view here.

Helping our vulnerable customers

This document outlines the range of services available to help protect our vulnerable customers.

Guaranteed Standards of Performance

This document outlines the standards that we and your electricity and gas distributors promise to adhere to in providing a service to you.

Paying your bill

We will do all we can to help you if you are or believe you may experience difficulty paying your bill. This document outlines the steps we will follow and the support we can provide you with.

Guaranteed Standards of Performance - How we're doing

This document outlines our performance for 'Guaranteed Standards of Performance'.

Services for prepayment customers

This document contains full details of the services offered to our Prepayment customers. It explains prepayment meters and how we support customers who use this service.

Gas safety & carbon monoxide advice

This document outlines what to do if you have any concerns about gas safety.

Summary of charges

This document offers a list of charges that come into force when certain conditions apply as specified in the Terms and Conditions.

Complaints handling procedure

This document outlines our Complaints Handling procedure.

Modern Slavery Act Statement

This document outlines our policies on slavery and human trafficking.

Appointment Criteria

This document outlines our appointment criteria.

Our approach to tax

This link outlines our approach to tax.

Energy saving advice

This document outlines information about efficient use of energy in your home and provides details of third parties who can provide you with further information.

You may need to install Adobe Acrobat Reader

To open the PDF documents above, you may require the latest version of Adobe Acrobat Reader. If you do not already have Adobe Acrobat Reader you can install it for free by clicking on this link https://get.adobe.com/reader/

If you would prefer to have any of the documents emailed or posted to you please use our contact form to request a copy.

Our pledge to support vulnerable customers this winter

Let’s make things even better

We thrive on ideas from the people who know – our customers

Tell us your ideas

Our customers think we’re better than the ‘big six’

Something we could do better?

We know we don’t get everything right all the time, so if there’s something that we could improve on, please let us know

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How we handle complaints

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