Our commitment to you

We will at all times:

  • Be courteous, willing to help and be responsive to your needs.
  • Treat you fairly, openly and professionally.
  • Provide timely, clear and honest advice.
  • Aim to provide you with timely and accurate invoices.
  • Demonstrate a high level of professional competence in providing advice on our services.
  • Aim to resolve any concern or complaint as quickly as possible and keep you abreast of progress.
  • Use your feedback to improve our products and services.
  • Do our utmost to ensure your safety, that of the community and our staff.
  • Help you to use our products efficiently, including providing free advice to help reduce your energy use.
  • Assess whether you are on the correct tariff, taking account of your past usage and your views on your future consumption.
  • Give customers with special medical needs, who have registered for our 'Extra Care' Service, the highest priority.
  • Meet or exceed our Standards of Service.

Help us to help you

  • Please have your Customer Number and Premise Number to hand when you contact us. (These can be found at the top right of your bill)
  • Don't delay: Contact us as soon as you have a problem so we can resolve it quickly.
  • Our employee will volunteer their name, so keep a record of who you speak to and when, along with any reference numbers they give you.
  • If you feel you need to speak to someone more senior, please ask to speak to a Supervisor or the Customer Service Manager.
  • We welcome your feedback. So please let us know how we are doing. Your compliments or complaints, will help us learn and improve.

Download our Customer Charter & Standards of Service

Customer Charter & Standards of Service


Speak to Customer Care

If you can’t find the help you need, choose an option below to speak to our Customer Care team.

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Call us on 01534 505460 or arrange a call back for when it suits you.

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Start an email conversation with a member of our Customer Care team.

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