Looking After our Vulnerable Customers

One of our key aims is to ensure Nabuh Energy provides an excellent service to all our customers. Some customers may require more help than others, we understand and want to make sure we can help.

Our Priority Services Register

As required, we keep a confidential register, also known as the Priority Services Record, keeping a record of those customers who require extra assistance. This means we can quickly identify and help where possible. We will ask if you wish to be added to the PSR when you first switch to us, or you can be added at a later date. This information is required to be shared with your local Electricity Network Operator and Gas Network operator so are also able to provide additional help if necessary, such as if there is work on your supply and the interruptions that can create.

You can ask to be added to our PSR at any time if you or anyone in your household is within one of the categories above, and we’ll add you temporarily if you’re in a situation which is more short term. We will remove you if you feel you do not need to be included, or do not fit within one of the above categories. If you wish to register yourself on our register, click here.

If any of your households are within one of the following, the below services are available to you:

1) Of pensionable age; or

2) Chronically ill; or

3) Disabled; or

4) Under 5 years old

5) You are currently experiencing bereavement or any other issue which might make it more difficult than normal for you to communicate with us

6) You are currently experiencing financial issues which might mean you are finding it difficult to pay for your energy supply.

Additional assistance will be made to ensure all customer information is available to you in a variety of forms, this includes in less specific circumstances such as financial or other situations which may make times more difficult for you to interact.

Information Provision for Blind or Partially Sighted Customers

If you are blind or partially sighted, we can provide you with information about any bill or statement free of charge in any format.


Intermediary Nomination Scheme

We can arrange to send bills or statements to any other person you nominate, who agree to receive it. This service is provided free of charge and can be either a temporary or permanent arrangement. We can also continue to send bills or statements to you as well as to the person you have nominated. If you are eligible and wish to make use of this scheme, please contact us via email.



If you are expecting the arrival of one of our representatives, please ask and check for identification before allowing them into the properly. If you feel unsure, please get in touch with us to check. Each of our representatives carries appropriate identification.


Password Scheme

For extra security, we are able to set up our password scheme. This means if you require a visit from one of our representatives, you can request a password to be given on the door to ensure they are visiting your property on our behalf. This service is free of charge. To set up your password scheme please call our customer service team on 0330 0414 902.


Paying your Bill

If you are struggling to pay your energy bills, we want to help.

It can be overwhelming getting into fuel debt, but help is available. See our additional support page for what to do if you are struggling to pay your bills.


Reading Your Meter

Safety inspection of your electricity/gas meter is required from time to time by your energy supplier. We will try to organise an appointment with you at a convenient time between 9 am and 5 pm Monday to Friday. If we are unable to do this, as a last resort with may need to obtain a warrant of entry from a magistrate, if we are forced to do this, it may incur a charge at our discretion for associated costs e.g. a locksmith.


Moving Your Meter

For those who pay in advance with a prepayment meter and are of pensionable age, disabled or chronically ill, but find it difficult to get to your meter, we can change position to enable you to access it more easily.


Visiting Your Home

If a home visit is required we will try to organise an appointment with you at a convenient time between 9 am and 5 pm Monday to Friday. If you need to cancel or reschedule please give us at least two works days notice. If you fail to give us this notice, we may charge you for the cost of a failed visit at our discretion.

If we need to cancel or reschedule we will give you appropriate notice. If not you are entitled to compensation within the Guaranteed Standards of Performance obligations. This is available on our website: Guaranteed Standards of Performance.


Gas Safety Checks

Safety checks are performed by a qualified person and will include checks on all gas appliances and fittings at the property.

If anyone in your household falls into one of the above categories, we will give you a free gas safety check if you ask for one and haven't had one carried out in the last 12 months if you are receiving a means-tested benefit. If you are not entitled to a free gas safety check you can use a qualified gas engineer to carry this out for you.

If you are a tenant this does not apply to you when your landlord is responsible for organising gas safety checks for the household.

A list of businesses registered with the Gas Safe Register can be found at www.gassaferegister.co.uk or you can call 0800 408 5500 for more information.



If you would like to make a complaint and you are blind, partially sighted, deaf or have a hearing impairment with access to the appropriate equipment, we will provide you with the necessary facilities, free of charge to do so.



If you fail to pay a bill or do not talk to use to help find an acceptable solution, we may have to result in disconnecting your energy supply to the property. We will do everything we can in order to avoid this from happening and will take all information into consideration to make the final decision.

If a member of your household falls within the listed categories we will not disconnect the supply between the 1st October and 31st of March. We will make all efforts to consider any member to be in a vulnerable position before disconnecting.

Useful Contacts

Please feel free using any of the following methods:

Send us an email here.

Write to us at:
Customer Services Manager,
British Gas Trading Ltd,
Spinneyside, Penman Way
Grove Park, Enderby
Leicester, LE19 1SZ
Or you can call us at:

0330 0414 902

Other helpful contacts:

Citizens Advice

The Disabled Living Foundation

Age UK England

Age UK Scotland

Age UK Wales

Energy Ombudsman

Energy Saving Trust

Energy Saving Trust England and Wales

Energy Saving Trust Scotland