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Our Commitment to Providing Great Customer Service 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 energy 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 energy industry, 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 energy supply. — 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 02 Northern Powergrid Northern Powergrid 03 Our commitment to providing great customer service Our code of practice information guide 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. 04 Northern Powergrid Northern Powergrid 05 Our commitment to providing great customer service Our code of practice information guide 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.
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