Think Like a Customer Principles

We’ll do this by:

Keeping it simple

  • Our communications will be complete, accurate and written in plain English with more important information being given appropriate prominence. Specifically, our supply agreements will be set out in a way that clearly shows the agreement start date, end date and applicable charges along with any other relevant information.
  • Our monthly invoices will clearly state the period of consumption and use the most up-to-date information. We’ll also provide a clear explanation of each item and term shown on your invoice.
  • Our Customer Service team is based in the UK and you’ll always be able to contact them directly, without going through a call centre. They will deal with your queries but can also listen to your feedback which we’ll use to improve the quality of services we provide.
  • Should you choose to leave us we’ll send you written confirmation of your termination, clearly stating the date on which our agreement with you will end and the consequences of not transferring your account to a new supplier on that day. We’ll also work with your new supplier to strive to achieve a smooth transfer of your account.

Focusing on solutions

  • Our teams are well trained and committed to listening to you and truly understanding your needs so they can deal with your queries efficiently. And if someone can’t help you in the first instance, they’ll find someone who can.
  • We’ll always try to find a solution that works for all parties involved and we’ll deliver what we agree to deliver with a ‘can do’ attitude.
  • We’ll do all we reasonably can to resolve your queries and issues promptly and ensure you’re given regular progress updates and an expected resolution date. If that date is likely to change you’ll be notified in advance.

Working in partnership with you

  • We’ll monitor your registration and promptly let you know if any issues arise during the switching process which may delay or change the terms of our agreement with you.
  • To help you avoid estimated bills we can send you a monthly meter reading reminder. If you’re not sure how to read your meter you can simply send us a photo and we’ll register the reading for you
  • Should you need a little help managing your account and payments we’ll offer support and advice. Suspending or disconnecting your supply will always be a very last resort.


We’ll review this statement at least once a year to ensure this statement always reflects our current commitments and standards.


Your views are important to us and we welcome your feedback. Should you ever want to give us any feedback on our products and/or services you can do so at any time using the following contact details:

Online: complete our contact form


Call: 0161 837 3395