Customers with special requirements
Do you have a question about the services we offer to customers with special requirements? The chances are you’ll find the answer here. If not please call our Priority Services team free on 0800 269 450 or text phone 0800 096 2929. 0800 096 2929.
- Can I have my meter read every quarter?
-
If you are unable to read the meter yourself due to age or a disability, and you have no one else to do this for you, we can arrange for your meter to be read by a meter reader each quarter.
- Can I have my meter moved free of charge?
-
We may be able to move your meter free of charge if you are having adaptations to your property due to a disability. We will require proof of disability and the work to be carried out.
- I’m worried about con artists posing as meter readers. How can you help?
-
All our meter readers wear offical uniforms and will have their ID cards clearly visible. We can agree a password which will be used by our representatives when they call at your property and can also send you information on simple precautions to keep you safe in your home.
- Can I have a free gas safety check?
-
Yes. If an adult member in your home is a pensioner, disabled or chronically sick we can provide a free annual gas check on your incoming gas supply and gas appliances. This does not include rented accommodation, where the landlord of the premises owns the appliances.
- I have difficulty reading my energy bill. How can you help?
-
We can provide your energy bills in either large print or Braille. We can also provide a talking bill service on either audio cassette or CD. Or, if you prefer, we can ring you with your bill details.
- I have an oxygen concentrator and am concerned what will happen in the event of a power failure.
-
We can add your details to the Priority Services Register, saying that you are dependant upon your local electricity supply for essential medical equipment. This information will be passed to your electricity distribution company so that they can inform you of any planned interruptions to your supply and treat you as a priority in the event of an unexpected power cut.
- I’ve heard that a new tariff has been introduced to help customers on low income. Can you confirm if I qualify?
-
We have introduced a new tariff called Energy Assist. To qualify you need to be in receipt of Income Support, Pension Credit, or spend more than 10% of your total net household income on your annual fuel bills.
- I have poor eyesight and find it difficult to see the controls on my microwave. Do you have anything that may help?
-
Yes. We can supply you with handy gadgets called Bumpons free of charge, which are luminous self adhesive bumps to help you identify the settings on your microwave.
- I am having difficulty handling my own affairs. Could my accounts and correspondence be sent to a relative or friend instead?
-
Yes. We can arrange for your bills to be sent to a member of your family instead. All we need is the account holders and family member’s permission to do so.
- I have a large debt with you due to redundancy. Is there any financial assistance available to help me clear this debt?
-
If you contact us we will see what we can do to help. You may be eligible to apply to the EDF Energy Trust for a grant to clear your arrears. Grants are available for EDF Energy customers to help them pay electricity and/or gas debts. Just visit www.edfenergytrust.org.uk for more information and to complete an online application form. Alternatively call 01733 421 060 to request an application form be sent via the post.
- Customers with dogs
-
From time to time, you may receive a visit from one of our operational field team. If you have a dog, you should be aware that our field based staff now carry dog repellent spray. This is following an increase in aggressive behaviour by dogs towards EDF Energy staff. Rest assured this is a ‘last resort’ policy. But however friendly your dog, we suggest you keep it in another room whenever a member of our staff comes round.