Visiting your property 

We or one of our contractors may need to access your property for a number of reasons such as energy meter installations or broadband installations. We usually arrange visits directly with you via email. We may not inform you in advance if a routine meter reading visit is happening.

Anyone who comes to your door will have an identity card showing who they are and who they work for. If you are ever in any doubt to someone’s identity call us on 0333 123 3330 and a member of our team will be happy to confirm.


We will give you at least 3 days notice of any appointments and will give at least one working day’s notice if a cancellation is required. 

If we miss an energy appointment and do not inform you with one working day’s notice you may be eligible for a payment of £30 for each missed appointment. 

Password Scheme

You can choose a password and agree it with us as part of our Priority Service Register scheme. We will only ever give your password to contractors that need to know it. You can ask them to confirm the password when they come to your door so you know they are legitimate.

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