Help for Vulnerable Customers
iSupplyEnergy take pride in providing excellent customer care to our vulnerable customers.
We aim to provide and protect our vulnerable customers with a full range of services to
ensure individual needs are met and staff are fully trained to deal understandingly will all customers.
We intend to set out our services over the following pages for vulnerable customers. If you
would like to speak to an adviser from our Collections Team to discuss this document, you
can call 01202 612236 for further advice.
Defining vulnerable customers
A vulnerable customer is defined as:
A person of pensionable age who lives alone; with other people of pensionable age or
with people under the age of 18;
Households which include children under the age of 16;
Households that include a person who is chronically ill or disabled or of pensionable age,
including those who require medical equipment to maintain their well being
Services for vulnerable customers
Priority Service Register
iSupplyEnergy will do their best to identify households who need extra help in the management
of their supply or in the case of an emergency. Our aim is to provide a quick and easy advanced
warning and any extra help a vulnerable customer may need. In order to do this, we keep a
confidential Priority Service Register.
A service more tailored to your needs, such as having your bills and meter readings in braille, large type and audio tape;
Moving your meter free of charge, making it easier for you to access;
Controls or adapters provided to make your meter easier to use;
Quarterly meter readings taken by a third party it you are unable to read the meter yourself;
If your supply is interrupted, priority reconnection, and advance notice if your supply is stopped;
Additional protection from cold-callers with a password protection scheme;
Arrangement for bills to be sent or copied to another person to help read and check them;
Free advice about the services available because of your age, illness or disability
Vulnerable customers can be added to our Priority Service Register at any time by
calling our Customer Service Team via 0330 2020298,
however, we will ask at the time of becoming your supplier, whether you wish to be
added. As a customer who is listed on our Priority Service Register, we will provide
you with useful information about the services above that are available to you
free of charge.
We will ensure that electricity distributors have up to date information on our Priority Service Register.
Gas Safety Check
For households that meet one or more of the following conditions,
we will offer a free annual gas safety check:
Receive means-tested benefits such as Income Support or Universal Credit; or
Live with at least one other child under five; or
Are of pensionable age, disabled or chronically ill and either live alone or
with others, all who are either of pensionable age, disabled, chronically ill or under 18
Any checks made will be carried out by a qualified engineer and will include checks on the
safety of gas appliances and any other gas fittings in the property. If you are a tenant,
your landlord will be responsible for sorting out gas safety checks and for any appliances they may supply.
If you are unsure or concerned about your gas installation and any gas appliances in
your property, but you are not entitled to a free annual gas safety check, you can
ask a gas engineer to carry out a check. Gas engineers can be found by visiting the
Gas Safe Register
where you can find a list of registered businesses.
Reading your meter
To meet legal requirements, we must arrange for your energy meters to be checked every
two years. This will be carried out by an external third party company and we will
always do our best to agree an appointment with you to carry out this inspection. If
we are unable to agree on an appointment, we have the ability to gain an entry warrant
and incurred costs will be passed to you.
iSupplyEnergy expect meter readings to be taken every three months. This is to ensure
your energy bills are up to date and accurate. If you do not have a smart meter and no
one in the household is able to read the meter, we can arrange for someone to come and
take meter readings every three months. If you are either disabled, chronically ill or
of pensionable age, this service will be provided free of charge.
If we need to take a meter reading on your behalf, we will arrange an appointment best
suited to you. Our visiting hours apply Monday to Friday as follows:
08:00 – 13:00 (AM appointment)
12:00 – 18:00 (PM appointment)
We will ensure you are contacted in advance of your visit for the organisation acting on our behalf.
Paying your bill
In order to pay your bill, we offer a variety of payment options. These can be found via our
Making a Payment webpage.
Alternatively, you can call our Customer Service Team via
0330 2020298 for further help and advice on making payments.
If you are unable to pay your bill or are having difficulty paying, then please contact us as
soon as possible through our Collections Team via 01202 612236,
or you can find further information in our document
Support and advice for domestic customers who need extra help with paying bills.
It is in your best interest to make us aware of your situation as quickly as possible.
We will be able to help you agree on a solution that would best meet your circumstances,
and where you are still able to use energy in your property.
Solutions to assist you will include:
A debt repayment plan as instalments
A regular payment plan for future bills
Installation of a prepayment meter when it is safe to do so
iSupplyEnergy will do all they can to determine your ability to pay, taking this into
account when calculating a payment plan along with the amount of energy you use. We
will try to come to an agreement where you are able to pay the amount suggested. If
you continue to have difficulty with paying, we can review the amount you have to pay.
Fuel Direct Scheme
If you receive either Pension Credit, Income Support or Jobseekers Allowance, and owe
more than £65.45, you may be eligible for the Department of Work and Pensions (DWP) Fuel
Direct Scheme. The DWP will collect money each week to the value of the current Fuel
Direct rate directly from your benefits, paying us the money you owe for any energy
debt you have, as well as for your current usage. For further information on the Fuel
Direct Scheme, click here.
iSupplyEnergy will do all that they can to provide those who are partially sighted or blind,
with any information about bills or statements free of charge in a format that is requested.