Customers in Vulnerable Situations or Those in Need of Additional Support
We will provide free extra help to those customers who need it most. We can provide free extra help if you or a permeant member of your household is a customer in a vulnerable situation or in need of additional support. Further information is contained within the Residential Supply Agreement. Additionally, you can call 0800 999 5080 where one of our customer advisors will be able to assist.
We aim to provide the best possible service in a way which is easily accessible to all customers. Below are some of the ways We offer support to Customers in Vulnerable Situations (Customers in Vulnerable Situations means a customer whose personal circumstances and characteristics combine with aspects of market to create situations where he or she is:
- significantly less able than a typical consumer to protect or represent his or her interest in the energy market; and/or
- significantly more likely than a typical consumer to suffer detriment, or that detriment is likely to be more substantial):
We keep a register of Customers in Vulnerable Situations – the following situations may give rise to vulnerability, for example:
- low income
- severe financial insecurity
If you think you may be entitled to be on this register and qualify for any of the services below please contact us so that we can explain the benefits available and we can guide you how to complete the Vulnerable Customers Register.
If you have reason to believe that your circumstances have changed and give rise to vulnerability, we will record changes in your status and confirm if you are a Customers in Vulnerable Situation and, if you are, we will work with you through the following steps, as appropriate:
- allow you to nominate a third party to manage your relationship with us in respect of the services we provide to you. If you complete the Letter of Authority , we can send your bills and any correspondence to a family member or friend you have chosen so that they can assist you. Please send us the completed Letter of Authority to the following address: firstname.lastname@example.org
- offer you the option to select a password which all of our agents, representatives and contractors must use to gain access to your home for any appointments in order to provide extra security.
Additional support – the following organisations can support You with:
Heating bill payment: As a heat supplier, we ensure that customers are billed in a clear and transparent way making sure that we comply with Heat Trust Regulations. East London Energy has some useful information for customers on their website at https://www.eastlondonenergy.co.uk/understanding-your-first-bill/ explaining how your bill is calculated, what period your bill covers and how much of your bill is made up of standing charges.
Heat energy consumption: The following organisations can also offer You advice on how to save energy:
Energy Saving Advice Service
Helpline: 0300 123 1234, Lines open: Monday – Friday, 8am – 8pm
The Citizens Advice Bureau
Citizens Advice consumer helpline: 0345 04 05 06
Textphone: 18001 03454 05 06
Lines open: Monday to Friday, 9am to 5pm
For Energy Efficiency advice, please visit our metering and billing office located at the Kings Yard Visitors Centre on the Queen Elizabeth Olympic Park or visit our website at https://www.eastlondonenergy.co.uk/energy-efficiency-advice/ which helps you to reduce your energy bill and become energy efficient.
Debt management: Our Customer Services department can assist you with the advice on how to manage your debt and agree with you a payment plan suitable for your needs. Please either visit us at our Visitors Centre or phone us. In addition, there are various independent advice agencies, such as:
- Citizens Advice,
- National Debtline
- Step Change,
All of which can provide an effective support in resolving your debt issue.
We provide special services for customers on the Priority Services Register , such as password schemes for meter readings and large-print or audio charging statements. Additionally, you can nominate a third party to manage your relationship with us in respect of the services we provide to you. If you complete the Letter of Authority, we can send your bills and any correspondence to a family member or friend you have chosen so that they can assist you. Please send us the completed Letter of Authority to the following address: email@example.com.