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 with 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.
A vulnerable customer is defined as:
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.
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.
For households that meet one or more of the following conditions, we will offer a free annual gas safety check:
Any checks made will be carried out by a qualified engineer and will include checks on the safety of the gas meter. 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.
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:
We will ensure you are contacted in advance of your visit for the organisation acting on our behalf.
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:
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.
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.