Services For People With Disabilities And Older People
We value all our customers and are particularly aware of those with specific needs. We created a Phoenix Energy Care Register for customers in special circumstances. We offer a range of services if you qualify for the scheme. The register is confidential. Contact us on 0845 900 5253 for more information. To be considered for the scheme, fill out the application form accompanying the information booklet.
Qualifying for Phoenix Energy Care
You qualify if you are:
• 60 years of age or over OR
• A person with a disability (including deaf or blind) OR
• Chronically sick.
If you qualify, we record details of your specific needs and try to consider your individual requirements.
Special services from Phoenix Energy Care
Password Scheme
If you qualify for Energy Care we can give extra reassurance when we call at your home. If you can't read our staff identity card, we arrange for staff, such as meter readers, to use a password agreed with you.
Special controls & adaptors
If you find it difficult to use your gas appliances, we provide a range of controls and adaptors to help you operate them. Trained staff can give you information on what is available and whether we can adapt your appliances for you. If we can fit adaptors, our work is free of charge.
Talking bills
We can help if you are visually impaired. If you can't read your gas bill, we make life easier by having a member of staff phone you each quarter with details of your latest bill.
Quarterly meter reading
If you find it difficult to read your gas meter, we will read it for you every quarter, and tell you what your reading is.
Nominee scheme
If someone else looks after your finances, or you have difficulty reading your bill, we can arrange to send your gas bill to them. You may also want to give us the name and telephone number of a relative or a close friend to contact if there are any problems.
Free gas safety check
We offer a free gas safety check if you meet one of the following criteria –
• 60 years old or over and living alone, or with someone who also qualifies, or with a young person under the age of 18.
• Registered as a person with disabilities and living alone, or with someone who also qualifies, or with a young person under the age of 18.
• Receiving a state disability benefit and living alone, or living with someone else who qualifies, or with a young person under the age of 18.
The safety check is carried out once a year on request. It checks your gas supply and that your appliances are safe. You must make sure that a CORGI-registered engineer does any remedial work. You have to pay for any remedial work needed.
If we find your appliance or installation is unsafe, we may shut off the gas supply. This is done in the interests of safety. We will inform you and explain why we have done this. This check is not a substitute for regular servicing. We recommend you have appliances serviced regularly, in line with your manufacturer’s instructions, by a CORGI-qualified engineer.
Other services
Minicom facilities
If you have hearing difficulties and a minicom, contact us using the following numbers –
General Customer Enquiries: 028 9055 5801
Emergencies: 0800 731 4710
Moving your gas meter
If you find it difficult to access your meter and read it, we can move it to a more suitable position, free of charge. This is subject to technical survey and compliance with Gas Safety, Installation & Use Regulations. In rented accommodation this is also subject to agreement by your landlord.