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.

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

i) Of pensionable age; or

ii) Chronically ill; or

i))) Disabled; or

iv) Under 5 years old

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

 

Our Priority Services Register

As required, we keep a confidential register, also known as the Priority Services Record, keeping record of those customers who require extra assistance. This means we can quickly identify and help where possible. We will ask if you 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 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.

 

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 at customerservice@nabuhenergy.co.uk.

 

Identification

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 carry 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 for 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 0414902.

 

Paying your Bill

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 for 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 0414902.

 

Reading Your Meter

Safety inspection of your electricity/gas meter are required from time to time by your energy supplier. We will try to organise an appointment with you at a convenient time between 9am and 5pm 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.

We can arrange for someone to do quarterly readings, leaving you with a copy. If you are within the above categories this service is free of charge, otherwise we will agree a cost before visiting the property.

 

Moving Your Meter

For those who pay in advance with a prepayment meter and are of a pensionable age, disabled or chronically ill, but find it difficult to get to your meter, we can change it’s 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 9am and 5pm 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.

 

Complaints

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 the necessary facilities, free of charge to do so.

 

Disconnection

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 to consider any member to be in a vulnerable position before disconnecting.

We provide Useful Contacts

Please feel free using any of the following methods:

You can email us at:

customerservice@nabuhenergy.co.uk

Write to us at:
Customer Services Manager,
Nabuh Energy,
PO BOX 5862,
Sheffield,
S2 9FS
Or you can call us at:

0330 0414 902

We’ve also wanted to include some helpful contacts if required:

The Disabled Living Foundation

  • www.dlf.org.uk
  • 0300 999 0004

Age UK England

  • 0800 169 2081

 

Age UK Scotland

  • 0800 470 8090

 

Age UK Wales

  • 08000 223 444

National Debt Line

  • www.nabtionaldebtline.org
  • 0808 808 4000

Citizens Advice

  • 03454 04 05 06

Energy Ombudsman

  • Ombudsman Services: Energy, PO Box 977, Warrington, WA4 9DF
  • www.ombudsman-services.org/energy-complaint.html

Energy Saving Trust

  • www.energysavingtrust.org.uk

 

Energy Saving Trust England and Wales

  • 0300 123 1234

 

Energy Saving Trust Scotland

  • 0808 808 2282