Vulnerable Customers

Our Vulnerable Customer Register allows us to identify vulnerable customers with specific needs relating to their home electricity and gas services.
According to the Commission for Regulation of Utilities (CRU), a Vulnerable Customer is defined as a person who is:

Critically dependent on electrically powered equipment. This includes (but is not limited to) life protecting devices, assistive technologies to support independent living and medical equipment, or

Particularly vulnerable to disconnection during winter months for reasons of advanced age or physical, sensory, intellectual or mental health.

- We will ensure our Customer Service team are familiar with the additional services available to vulnerable customers.

- We will work closely with our customers who have special requirements to ensure their needs are met.

- We will bring this code of practice to the attention of customers at sign up; at least once a year and on bills.

- We will maintain and regularly update a register (“Priority Services Register”) of our customers who are vulnerable customers that are critically dependent on electrically powered equipment and a register (“Special Services Register”) of our customers who are vulnerable customers that are particularly vulnerable to natural gas or electricity disconnection during winter months.

- We will not levy penalty fees on PAYG customers who terminate a contract of supply where the PAYG meter is no longer suitable for use due to their vulnerability.

​- We will adhere to an efficient, adequate process to ensure that a PAYG meter is suitable for any vulnerable customer requesting one.

​Please note: All domestic customers can have a ‘nominated representative’ to manage their account via email/SMS, even where this is not the customers preferred method of communication, once the customer’s email address or mobile phone number is available.