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Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).

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0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)

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  • Inclusive services for customers

    We've been highly praised for our commitment to customers in potentially vulnerable circumstances.

    Mental Health main

    We were independently assessed for implementing the requirements of the British Standard for Inclusive Service Provision, which acknowledges that our staff can help customers who may be dealing with mental health problems, illnesses or disabilities, unemployment, bereavement or other personal problems.

    Sue Lindsay, director of customer policy and engagement, said: "No-one knows when they might need help and we believe it is important to ensure our services are accessible and inclusive and meet the needs of our customers at all times.

    "We have always led the way when it comes to helping people with affordability problems or particular needs, such as providing bills in braille and languages other than English. However, this latest achievement recognises that we go even further to help customers in any circumstance they may find themselves in."

    We teamed up with Wiltshire Mind for the assessment, providing mental health awareness training to all customer-facing staff. The charity helped employees to recognise the signs of mental illness and deal with them appropriately.

    The assessment, backed by national consumer bodies and the government, also demonstrated our commitment to providing easily accessible support for customers - including staff answering the phone within a couple of rings and online services.

    For deaf and hard of hearing customers, we've been awarded the Louder Than Words charter mark from deaf awareness charity Action On Hearing Loss.

    Sue added: "We are continually looking at ways we can provide customers with the best possible experience when they deal with us and to tailor our service to suit their individual needs."


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