Extra support – Priority Services Register and more
Extra support for those who need it
If you are of pensionable age, living with a disability or chronically ill, we can add you to our Priority Services Register (PSR). If you believe you would benefit from receiving extra support and/or meet the above criteria, please connect with us if you wish to be added.
We offer a range of extra support for our vulnerable customers through our Priority Services Register. These include:
Priority smart meter exchange
We provided priority bookings for customers who are on our PSR. This enables customers to receive a free smart meter replacement for their current meter.
Smart meters will automatically provide your energy supplier with automatic readings, so you don’t need to supply these manually. Typically, traditional, non-smart meters are located in hard-to-reach places which means it can be difficult for some people to access them and take meter readings. A smart meter takes these difficulties away by sending us accurate meter readings so we can correctly bill you for the energy you use.
Manual meter read service
If you have trouble reading your meter, you can request a free call out for us to read your meter for you. This may be particularly helpful for this who have mobility issues.
Warm Home Discount
This is a grant provided by the government each year to support those in vulnerable situations. There may be further requirements need to be met to access this support. You can view the prerequisites here.
Personalised bills
Where necessary, we will provide you with large print or braille bills for visually impaired customers.
Signposting
As a commitment to supporting our customers, we will also provide you with a wide range of organisations to get help financially, with your home or energy supply. This is to ensure our customers get access to all available avenues of support to help maximise their income and make their home more energy efficient.
Signing up to the PSR
If you believe you should be included on our Priority Services Register, you can fill out the attached form and send it back to [email protected] with the title: "Priority Services Register Application Form". You can also send it via post to the following address:
Outfox the Market
16 North Mills
Frog Island
Leicester
LE3 5DH
You can download the form here. Please note, you will need to download the form in order to provide your answers.
Our team will review your application and either add you to the list or follow up requesting more information.
Support from organisations
We work with a number of organisations that provide free, impartial and confidential support. These include:
Citizens Advice:
Citizens Advice is a non-profit organisation set up with the sole purpose to provide support and advice on an array of topical issues. Their main support revolves around financial assistance and planning for those who find themselves suffering from financial hardship. They also have an extensive collection of articles to support you with your energy supply.
Scope:
We have a longstanding and healthy relationship with the disability charity, Scope. They have been our official charity partner for a number of years and provide us with a vital network of support for our customers living with a disability.
As a proud Scope Utilities Member, we will continue to work closely with other businesses in the industry t help shape the future of how the utility industry works for people living with disabilities and their families.
You can call Scope on 0808 801 0821.