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 with all customers.

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.

Services include:

  • 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 are taken by a third party if 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 sending a message to us via their online account or calling our Customer Service Team via 0330 2020298. 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

If you are unsure or concerned about your gas installation, and any gas appliances in your property, 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.

Any checks made will need to 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.

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 to an appointment with you to carry out this inspection. If we are unable to agree to 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.

Financial Vulnerability

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 in 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.

Requesting information

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.