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What
services are available?
All
energy suppliers are required, under the terms of their licenses, to produce and
comply with a Code of Practice that sets out services for elderly, disabled and chronically
ill customers. Suppliers must provide additional help to such disadvantaged customers
on request. Ofgem is responsible for monitoring adherence to this code.
Who
qualifies for additional help?
You
can get special help if you are a domestic customer and either a pensioner, disabled
or chronically ill. There are also special services for the blind and deaf. If you
qualify for special assistance, we recommend you inform your supplier of your status.
What
information do the suppliers need?
Energy
suppliers are required to keep a record of customers who are of pensionable age,
disabled or chronically ill. If you qualify, it is in your interest to notify your
supplier of your status. This information will allow your supplier to identify your
special needs and give you special advice and assistance. For electricity, the supplier
may, with your consent, pass this information onto the distribution company that
maintains the cables, wires and pipes that supply energy to your home. This will
enable the distribution company to notify you well in advance of a supply interruption.
What
sort of additional help is available?
If
you qualify, you may be able to obtain special arrangements with respect to the use
and positioning of your meter, additional security measures associated with identifying
anyone working for the supplier who enters your home, and with respect to where your
bills are sent. Suppliers are also required not to disconnect vulnerable customers,
with outstanding bills, during the winter months. |