What happens if I’m vulnerable or have special requirements?

It’s best to tell us as soon as possible if you have any specific vulnerabilities, special circumstances or particular requests that could affect the way we carry out your installation.

We’ll give you an opportunity to tell us when you book, both online and over the phone.

We’ll always do our best to meet your requirements and do things the way you want, but sometimes we simply can’t change the way we do things, because our smart meter installation engineers have strict health and safety procedures that they need to follow.

For example, if you need our engineers to take their shoes off for cultural reasons, we’ll need to discuss this with you beforehand, as they’re required to wear protective boots at all times for health and safety reasons. However, they’ll always wear boot covers when they’re inside your house.

If you’ve already booked but didn’t let us know something, please tell us as soon as possible before the date of your smart meter installation and we’ll do our best to help.

Do you offer a password scheme for vulnerable customers?

Yes – if you’re already on our Priority Services Register and you’d like to use a password scheme to help you feel more secure about letting our engineer into your home, just get in touch with us to let us know.

We’ll agree on a password in advance, and when the engineer arrives, they’ll quote your password to confirm their identity to you.

If you’re not on our Priority Services Register and would like to find what services we can offer to help you manage your energy, you can read more about eligibility and how to sign up here.