Peterborough

ENERGY POWERED BY OVO

Peterborough Energy c/o OVO www.peterboroughenergy.co.uk 1 Rivergate,Temple Quay, Bristol, BS1 6ED [email protected] 0800 408 6706 Lines are open Monday to Friday 8am-8pm and Saturday 9am-5pm PETERBOROUGH Peterborough Energy c/o OVO 1 Rivergate,Temple Quay, Bristol, BS1 6ED www.peterboroughenergy.co.uk ENERGY POWERED BY OVO 0800 408 6706 [email protected]

Priority Services Register

About this guide

This booklet explains how we look after our Priority Services Register customers. It tells you how to get in touch if you are old enough to get a state pension, or you are chronically ill or have a disability, and talks through what we will do to help you.

What it covers

1. The Priority Services Register (PSR) and our special needs customers

2. Who can ask to be on the Register

3. Special services for PSR customers

4. If you are blind, partially sighted, deaf or have hearing loss

5. How to complain

6. Useful addresses

The Priority Services Register (PSR) and our special needs customers

Our Priority Services Register is a confidential list of customers who would struggle to manage if they lost their gas or electricity supply. This helps us understand how we can give everyone just the right service.

Every year we get in touch with all our customers to let them know we have got a Priority Services Register and encourage them to tell us if they feel they should be on it.

Who can ask to be on the Register?

You can ask to be put on the Register if you are a Peterborough Energy customer and you are one or more of the following:

• old enough for a State pension • disabled • chronically ill

Whatever you tell us about on the PSR, we will keep it totally confidential. We will only share it with a few members of our team who genuinely need to know so they can give you the right service. It also helps us make sure we keep you up to date with any information you might need and look after you first if there are any power cuts.

When you sign your PSR application form and give us your details, (either over the telephone or online), it means you have agreed to let us share your details with those people.

Peterborough Energy, Peterborough City Council Licensed by OVO Energy Ltd, One Rivergate, Temple Quay, Bristol BS1 6ED Resources Directorate, Town Hall, Bridge Street, Registered in England and Wales No. 06890795 Peterborough, PE1 1HQ VAT No. 100119879. OVO Energy is a voluntary FIT licensee. PETERBOROUGH www.peterboroughenergy.co.uk 0800 408 6706 ENERGY [email protected] POWERED BY OVO

Special services for PSR customers

Once you’re on our PSR you can get some special services, completely free.

Your own password

If you are worried about forged identity cards (for people who might visit you), or about not being able to read the small print on an identity card, you can set up a personal password. It can be up to ten letters or numbers, or a mix of both, and anyone will have to use it if they come out to see you.

When one of our team (or someone from your local electricity distributor or gas transporter) visits you, just ask them to give the password before you let them in. If they don’t give the right password, don’t let them in, and call us straight away on 0800 408 6706.

If you would like to set a password or change one you have already set, give us a call on 0800 408 6706.

Ask us to send your post to a friend’s address

As a PSR customer, you can ask us to send all your electricity and gas bills and statements, and any other letters to a friend, so they can read or manage them for you.

Regular meter readings

We will make sure someone comes to read your meter regularly. Our meter readers work for Lowri Beck and Siemens, two companies that we trust to do things like this for us.

You can always give us meter readings online too, to help you keep track of how much energy you are using.

If you can’t read your meter, and there isn’t anyone else living at your home who can help, let us know and we can arrange for our meter readers to come out to you every three months. We will give you the readings afterwards so you know how much energy you are using, and base your statements on the ones we’ve taken.

Moving a prepayment meter

If you’ve got a prepayment meter in your home but it’s hard for you to get to, let us know and we will move it somewhere easier for you.

Warning you in advance of any power cuts

Sometimes power cuts happen because your local electricity distributor or gas transporter has to do some work. If this happens, we will make sure they let you know at least five working days before they start.

That’s one of the reasons it’s important to let us know if you should be on our PSR, because then we can tell them about you and make sure they always give you enough warning.

They will get in touch in a way that works for you, depending on the details you gave us when you signed up to the PSR (so if you are blind or partially sighted they will phone you).

We will also work with them to try and make sure you never get your supply cut off — but we can’t always guarantee this, so if we tell you there might be a power cut, it’s a good idea to make emergency arrangements.

If you are blind, partially sighted, deaf or have hearing loss

If you are blind, partially sighted, deaf or have hearing loss, there are a few different ways we can communicate with you.

If you would like us to use any of them, just fill out our PSR form which you can find on our website www.peterboroughenergy.co.uk – or get in touch if you are already on the register.

Audio We can give you audio versions of any of our Code of Practice guides.

Text phone or Minicom If you have got hearing loss and use a text telephone, just let us know so we can get in touch with you that way.

Spoken bills If you are partially sighted, one of our team can talk you through your statements over the phone.

Large print or Braille statements You can also ask us to give you your electricity and gas statements in Braille or large print.

How to complain

If we have done something wrong, we will try to sort things out the very first time you get in touch. To help us put things right (and stop it happening again), tell us what's the matter, and we will look into it straight away.

If you have any questions about this Code of Practice, our friendly team is always on hand to help.

email us: [email protected]

Call us: 0800 408 6706

Write us a letter: Peterborough Energy c/o OVO Energy One Rivergate Temple Quay Bristol BS1 6ED

We will get back to you within five working days or sooner if possible.

The way we handle our complaints is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (you can see a copy at www.OPSI.gov.uk).

In line with the OFGEM Complaint Handling Standards, every year we publish the number of complaints we have had that we couldn’t sort out by the end of the following working day.

Useful addresses

There are lots of places you can get help and advice on debt. We have put some of them here, and the Citizens Advice Bureau can tell you about any others.

Citizens Advice

To get the contact details for your nearest Citizens Advice bureau (CAB), just go to http://www.citizensadvice.org.uk or try directory enquiries.

Or, try the Citizens Advice Consumer Helpline:

Website: http://www.adviceguide.org.uk Telephone: 03454 04 05 06 Textphone: 18001 03454 04 05 05

Age UK

Website: http://www.ageuk.org.uk Telephone: 0800 1696565

Energy Supply Ombudsman

Website: http://www.energy-ombudsman.org.uk Email: [email protected] Telephone: 0330 440 1624 Textphone: 0330 440 1600 Address: Po Box 966, Warrington, WA4 9DF

Royal National Institute for the Blind (RNIB)

Website: http://www.rnib.org.uk Email: [email protected] Telephone: 0303 1239999 Address: 105 Judd Street, London, WC1H 9NE

Action on Hearing Loss (the new name for the Royal National Institute for the Deaf)

Website: http://www.actionhearingloss.org.uk Email: [email protected] Telephone: 0808 808 0123 (freephone) Textphone: 0808 808 9000 (freephone) Fax: 020 7296 8199 SMS: 07800 000360 Address: 19-23 Featherstone Street, London EC1Y 8SL

Need some extra help?

Energy can be a bit complicated, so we have put together some guides to help you:

• Energy efficiency

t Pay As You Go meters

t Free gas safety checks

t Payment difficulties

t Agent access and training

Find them online at www.peterboroughenergy.co.uk

If you would like any of these in large print, Braille or any other language, just let us know.

Get in touch

If you have any questions about this Code of Practice, please get in touch.

email us: [email protected]

Call us: 0800 408 6706

Write to us: Peterborough Energy c/o OVO Energy One Rivergate Temple Quay Bristol BS1 6ED

And if you would like to see our other Codes of Practice, helpful guides and FAQs, see our website at www.peterboroughenergy.co.uk