Our policies
Our customer service team are here to help you with more than queries about your bill. Our team are here to help you with a whole range of things, such as if you're having trouble paying your bill, you have special requirements or you're not happy with an aspect of our service.
These standards are available for you to download and view here.
- Helping Vulnerable Customers
This document outlines the range of services available to help protect our vulnerable customers.
- Guaranteed Standards of Performance
This document outlines the standards that we and your electricity and gas distributors promise to adhere to in providing a service to you.
- Paying Your Bill
We will do all we can to help you if you are or believe you may experience difficulty paying your bill. This document outlines the steps we will follow and the support we can provide you with.
- Guaranteed Standards of Performance - How we're doing
This document outlines our performance for 'Guaranteed Standards of Performance'.
- Services for prepayment customers
This document contains full details of the services offered to our Prepayment customers. It explains prepayment meters and how we support customers who use this service.
- Our Standards of Conduct
Our Standards of Conduct help us to ensure that we treat you fairly at all times.
- Gas Safety & Carbon Monoxide Advice
This document outlines what to do if you have any concerns about gas safety.
- Energy Summary of charges
This document offers a list of charges that come into force when certain conditions apply as specified in the Terms and Conditions.
- Modern Slavery
This document outlines our policies on slavery and human trafficking.
- Complaints Procedure
This document outlines our Complaints Handling procedure.
- Meter Appointment Criteria
This document outlines our appointment criteria.
- Our approach to tax
This link outlines our approach to tax.
- Energy Saving Advice
This document outlines information about efficient use of energy in your home and provides details of third parties who can provide you with further information.
- Gender pay gap report
This is our second gender pay report undertaken in accordance with the Government legislation which requires all companies with more than 250 employees to report their gender pay gaps.
- Warm Home Discount
Our Warm Home Discount terms and conditions.
- Disconnection Policy
This document outlines our disconnection policy.