Careline

Extra help for the elderly or people with disabilities

Careline is a dedicated, freephone service and is staffed by a team of specially trained advisers, there to give you extra help. Whether you need help with your energy bills, advice on saving energy or anything else to do with gas and electricity, just give us a call. Here are just some of the things we can help you with:

Careline services

• Password scheme – Peace of mind to protect you against bogus callers.


• 'Knock and Wait' - This lets our meter readers know if you need extra time to get to the door.

• Alternative address - We can arrange to send your bills to a friend, family member or carer.

• Call Back - At your request, we’ll offer to call or visit when you have a friend or relative present.


• Visual Difficulties - If you have visual difficulties, we’ll arrange to send large print, Braille or talking bills.

• Text telephone - If you use a text telephone because of hearing or speech difficulties, you can send typed messages to our text line on freephone 0800 622 839, so it won’t cost you a penny.

• Prepayment meter – If this is in a position that is difficult for you to access due to infirmity or disability, we will arrange to move it for you, free of charge.


• Medical Equipment - If you rely on your supply for special home medical equipment, we will ensure the local electricity and gas network operator are made aware of this.


• Free Advice – We’ll give you free advice on saving energy and reducing your bills.

How to get Careline services

To receive any of the Careline services, all you need to do is contact our advisers by using the freephone numbers below:

Telephone: 0800 622 838
Text line: 0800 622 839