Our commitment to providing great customer service

Our code of practice information guide Our commitment to providing great customer service Our code of practice information guide

Powering your life

We’re the people who manage the electricity network that We’re committed to powers everyday life for more delivering great service for than 8 million people across our customers and our code 3.9 million homes and businesses 8 million 3.9 million of practice outlines how in the North East, Yorkshire and customers homes and we will do that. northern Lincolnshire. businesses powered In this guide you’ll find details about: Put simply, we make sure the electricity — our Priority Services Membership you buy from your chosen supplier and how to join, and gets to you safely, whenever you need it. — how to be prepared for a power cut, And, if your power ever gets interrupted, — what you can expect if we need to for whatever reason, be it severe weather visit your home, or emergency maintenance, we’ll be there to fix it 24/7, 365 days a year. 2,700 64,000+ — how to get in touch with us or let us know how we can improve our employees substations Delivering safe, reliable electricity is at services for you. the heart of what we do and we’re proud to play an essential role in powering everyday life for the customers, homes, businesses and economies we serve.

In an evolving , we also That’s why we’re innovating and investing have a key role in creating and managing today so we’re ready for the demands of future energy systems that increasingly tomorrow and supporting the creation interact with our customers and smart of a greener energy future. and low carbon technologies.

Northern Powergrid 01 Our commitment to providing great customer service Our code of practice information guide

Your needs are ...our membership allows easier and always at the heart of quicker access to some great services.

what we do... Making you our priority we know what extra help you – or those you Whatever extra needs you have, Priority care for – might need. Also, it’s important Services Membership provides support and we have your phone number, so we can call advice on the energy in your home. Most and text to make sure you’re safe and keep importantly, if there’s a power cut, we’ll you updated. make sure you’re prepared, and help you carry on with your daily life. We also offer You can join our Priority Services useful information on saving money and Membership if you: making the most of your . — rely on electricity for medical reasons — have a chronic or serious illness — have a mental health condition All our services are free and confidential. — have limited mobility With us, you really are our priority. — are of pensionable age — have children aged five or below Becoming a Priority Services Member — need help to communicate with us means we’re able to: — need extra support for a short time. — give you a direct-dial number to use, Proactive communication during so you always get straight through to unplanned power cuts the Priority Services team whenever We will contact you to let you know the time you need us: 0800 169 2996 at which the power is likely to be back on — get in touch in the best way for you and of any help we may be able to provide. i.e. telephone, email or text We do this by text message, if we have a — talk to you about your individual needs, mobile phone number for you, or by calling such as our ‘knock and wait’ service if you, if we only have a landline number for you need a little more time to get to you, regardless of the time of day or night. the door. And if the power goes off, members may If you would like to receive text messages be able to access additional services and from us, so that we do not need to call you benefits, if required, such as: during the night, please let us know your — regular updates to keep you as informed mobile phone number either by calling our as possible dedicated Priority Services Membership — a home visit from our partner, the British team on 0800 169 2996 or by e-mailing us Red Cross, to provide one to one support at [email protected]. and assistance — hot meals and/or drinks provision — phone charging facilities As part of the membership, — alternative accommodation, if staying Northern Powergrid will contact you at home is unsafe. every two years to ensure we have all your correct details. What we need from you To help us give you the best support, please To find out more about how Northern make sure we have your latest up-to-date Powergrid use your data, visit: details. We can do much more for you when northernpowergrid.com/privacy-policy

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How to join our Priority Helping you be Services Membership prepared

— Register online or download a Visit northernpowergrid.com/ If we have informed you about a planned Connect with us on social media for printable application form at services-directory/ power cut, or you think severe weather regular updates and advice. We’re northernpowergrid.com/priority who-is-my-electricity-supplier could impact your electricity supply, available 24/7 on Facebook and Twitter — Writing to our Priority Services please take the following steps, (@NorthPowergrid) to support you. Membership Team outlined below. Manor House, Station Road, If there is a power cut Penshaw, Houghton-le-Spring, Bookmark Northern Powergrid’s If your trip switch has not cut off the DH4 7LA. online power cut map on your mobile. power and you can find no other reason — Call us on 0800 169 2996. for your power being off, then there may Keep a torch handy – they are much — Text relay: dial prefix 18001 then our be a problem with the electricity supply safer than candles. number 0800 169 2996. in your area. — Textphone 0800 028 9507. You will Make sure you and any vulnerable Here are some simple steps to take be asked your name, address and relatives, or neighbours, have a to help you. phone number and to explain your charged mobile phone with important needs (for example, the type of medical numbers stored in it, in case you — Report your power cut. If you have a equipment you use, your kidney dialysis need help. mobile phone/devices visit our online routine, if you have a stairlift etc). power cut map (northernpowergrid. com) to report your power cut and see — For our customers unable to Only use other forms of heating or lighting if you can do so safely. what we’re doing to restore your power. communicate in English – if English isn’t You can also follow and direct message your first language, call our Priority Make sure you have a good supply us on Facebook or Twitter @ Services line on 0800 169 2996 and Northpowergrid, or call us on 105 we can arrange an interpreter to of warm clothing and a blanket close support you. to hand. — Switch off all electrical appliances for safety reasons. — Ask an appropriate person to contact Fill a vacuum flask with a warm drink us on your behalf. and fill a hot water bottle. — Leave a light switched on so you will know when your power comes back on. — Contact your supplier, who will pass your details on to us. Your supplier will Make sure your cupboards are — Check that vulnerable neighbours are also register you and be able to offer stocked with food and drink that safe and well. additional services through their own do not need electricity to be heated — If the weather is cold outside, keep warm Priority Services Register. You can find or prepared. by wrapping up with extra layers and your supplier’s phone number on your staying in one room. Have a battery-powered radio tuned latest electricity bill or you can use our into a local radio station. quick and easy online tool. Try to avoid using your stairlift (if you have one).

Regularly back up work on your computer.

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Visiting your home We’d love to hear from you

We follow a strict code of practice and any We make sure that all our colleagues and At Northern Powergrid, customer safety and visit to your home will either be from a contractors are familiar with this code of satisfaction are our main priorities. We are member of our team, or from an appointed practice and keep to it at all times. If you only satisfied when you are. By phone contractor working on our behalf. have any doubts about whether a caller is Call us on freephone 0800 781 8848 — All our colleagues and contractors genuine, do not let them into your home All of our colleagues and contractors are fully trained and will show an and call us on 105 to speak with a member are committed to: identity card displaying the name of our team for advice. — putting safety first of their company, their own name, — respecting you, your time By email – email us at their reference number and a Appointments and your property [email protected] colour photograph.* — You can make a morning or afternoon — doing a really good job appointment for us to visit, or you can — being there when you need us, and — Where possible, all vehicles used for ask us to visit within a two-hour time slot — caring for our local environment. visits to customers’ homes will carry during the normal working week. By letter our own (or our contractor’s) logo. — Most appointments we make are ones If you feel you’ve received a high standard of write to our Customer Care Operations — Where possible, all our colleagues you have asked for. However, from time service, we’d love to hear about it so we can Manager and send Freepost (no stamp will wear clothing with our company to time we may need to visit your home share it with our colleagues who work every required) to: RSXE-RCZX-XKBL logo on it. to inspect or maintain our equipment. day to power your life. Equally, if you have Northern Powergrid, Manor House, — All our colleagues and contractors will suggestions on how we can further improve Station Road, Penshaw, be able to tell you our emergency phone our services, we’d welcome your feedback. Houghton-le-Spring DH4 7LA Passwords If you do wish to raise a complaint, here number as well as the number to call To help you feel safe and comfortable are some steps outlining what to do and how Step 2 – Working with you to resolve if you have a general enquiry. when we visit your home, you can ask us your complaint will be responded to. your complaint — All our colleagues and contractors will to use a password when we visit you. be able to explain what they are there We will try at all times to resolve your Step 1 – Let us know complaint as quickly and efficiently as to do and be appropriately qualified and If you would like to set up a password with fully trained to do it. You can share feedback or raise a possible. If we receive your complaint us, please call us on 0800 169 2996. complaint in a number of different ways – before 4pm on a normal working day, — They will be calm and polite, will give in person at our offices, over the phone, we will attempt to resolve it by the end clear and accurate explanations and will by email or by letter. of the next working day. respect your home at all times. Please let us know which of these In order to resolve the issue, the following *We take all necessary steps to make methods you would prefer us to use remedies considered may include: (i) an sure that our colleagues return their ID when we respond. apology; (ii) an explanation; (iii) the taking cards when they expire or they leave by us of appropriate remedial action; the company. When contacting us, please provide your full and (iv) the award of compensation in name, address, postcode, contact phone appropriate circumstances. number, email address and as much detail about your complaint as possible. If your complaint cannot be resolved within this timescale, we will aim to provide you with a more detailed response within 10 working days explaining how we propose In person at one of our offices to resolve the issue. Call free on 0800 781 8848 or visit northernpowergrid.com/contact-us to find our office nearest to you. 06 Northern Powergrid Northern Powergrid 07 Our commitment to providing great customer service Our code of practice information guide

Additional help and advice

If you tell us that you are not happy – your annual consumption is no more You can get help, advice and Action on Hearing Loss with our response, your complaint will than 100,000kWh; or information from the following (previously known as Royal be referred to an appropriate senior – you have fewer than 10 employees organisations: Institute for Deaf People (RNID)) manager. The senior manager will review (or their full-time equivalent); and 19-23 Featherstone Street your complaint and respond within London, EC1Y 8SL 10 working days. – your annual turnover or annual balance Age UK sheet total does not exceed two million (previously known as Age Free Helpline: 0808 808 0123 Euros (around £1.7 million). Concern and Help the Aged) Free Textphone: 0808 808 9000 If you tell us that you are not satisfied with www.actiononhearingloss.org.uk the senior manager’s response, a member Email: [email protected] of our executive team will examine your The Energy Ombudsman is a free Tavis House and completely independent dispute 1-6 Tavistock Square complaint and the way in which it was Citizens Advice handled. They will then write to you within resolution service. London, WC1H 9NA 10 working days with their findings, and Free Helpline: 0800 169 8787 www.citizensadvice.org.uk/about-us/ our final response. If the Ombudsman supports your ageuk.org.uk contact-us/contact-us/contact-us/ complaint one or more of the following Email: [email protected] Adviceline (England): 0800 144 8848 Step 3 – Independent review remedies may be appropriate: (i) an by the Energy Ombudsman apology; (ii) an explanation; (iii) the taking Royal National Institute National Debtline If we are unable to resolve your by us of appropriate remedial action; of Blind People (RNIB) www.nationaldebtline.org and (iv) the award of compensation in 105 Judd Street complaint, and you are unhappy with the 0800 808 4000 response of a member of our executive appropriate circumstances. London, WC1H 9NE team, you may be able to refer your Helpline: 0303 123 9999 The National Debtline contact centre is complaint to the Energy Ombudsman if: Any outcome proposed by the www.rnib.org.uk open Monday – Friday from 9am until 8pm, — you are a domestic customer, which Ombudsman is binding upon us (if you Email: [email protected] and Saturday 9.30am – 1pm. means you are supplied or are requiring accept it) but not upon you. If you accept to be supplied with electricity at the Ombudsman’s decision, we will carry (NEA) domestic premises, and you are making out the specified remedy within 28 days. www.nea.org.uk a complaint in that capacity in respect of services we have provided; or Contact details for the Energy Ombudsman — you are a micro business customer, are listed below: which means you meet the following criteria, and you are making a complaint Ombudsman Services: Energy in that capacity in respect of services PO Box 966 Details of our arrangements for visiting we have provided: Warrington, WA4 9DF customers’ premises – you are supplied, or are requiring Telephone: 0330 440 1624 www.northernpowergrid.com/asset/0/ to be supplied, with electricity at Email: [email protected] document/6047.pdf a non-domestic premises; and and of our priority services www.northernpowergrid.com/asset/1/ document/5388.pdf can be found on our website.

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Customers with hearing or speech impairment

We provide linked up services for Contact us using British Sign Language people who, due to a disability, find through our InterpretersLive! service communicating via telephone difficult. on our website. www.northernpowergrid.com/ Minicom enables customers to BSL-interpreter communicate via a keyboard attached Lines open: 24/7 to their phone. Minicom/Textphone For our customers unable to communicate 0800 028 9507 in English Lines open: 24/7 If English isn’t your first language, call our Text Relay is a service which uses an Priority Services line on 0800 169 2996 intermediary to relay text conversations. and we can arrange an interpreter to Text Relay – Prefix 18001 then support you. 0800 169 2996 Lines open: 24/7

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