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Support for Customers in Vulnerable Situations

We understand that customers’ circumstances can change, and some customers may need extra support in managing their energy services. We are committed to identifying and supporting customers in vulnerable situations and ensuring all customers are treated fairly, sensitively, and with respect.

If you think you may need additional support, please contact us so we can understand your circumstances and provide appropriate assistance.

Our Commitment to You

We have specific obligations to support customers in vulnerable situations. This includes taking reasonable steps to identify customers who may need additional support and providing services tailored to their individual needs.

We will:

  • Treat you fairly and with understanding

  • Take account of your personal circumstances

  • Provide clear, accessible information

  • Work with you to agree suitable solutions

  • Signpost you to independent advice and support services

Priority Services Register (PSR)

If you have additional needs, you can join our Priority Services Register, which is a free service providing extra help.

You may be eligible if you:

  • Are over 60 years old, or are living with someone who is

  • Have a disability or long-term health condition

  • Have children under 5 years old

  • Are experiencing financial hardship

  • Need help with communication or managing your account (for example, if English or Welsh is not your first language, or if you require large print etc)

Benefits of joining include:

  • Priority support

  • Accessible communications (e.g. large print or alternative formats)

  • Additional help tailored to your needs

We may identify customers who could benefit from this service, but we encourage you to contact us directly so we can ensure you receive the right support.

Help with Payment Difficulties

We understand that financial circumstances can change.

If you are having difficulty paying for your heating and hot water, please contact us as soon as possible. We will work with you to agree a suitable and manageable solution.

This may include:

  • Flexible payment plans

  • Additional time to pay

  • Support in managing your account

Disconnection is always a last resort. We will always seek to understand your circumstances and work with you to avoid any interruption to your service.

Winter Protection

We will not disconnect your heat supply during the winter period where we are aware that a household includes individuals who:

  • Are under 2 years old or over 75 years old

  • Have a disability or long-term medical condition

  • Are terminally ill or chronically sick

  • Require heating or hot water for medical reasons

Please inform us of your circumstances so we can ensure this protection is applied.

Managing Your Energy and Improving Efficiency

We provide information and advice on how to manage your energy use and improve efficiency, including:

  • Adjusting heating and hot water usage

  • Reducing energy consumption

  • Managing associated costs

Independent energy efficiency advice:

  • Energy Saving Trust
    https://energysavingtrust.org.uk

  • Simple Energy Advice (UK Government)
    https://www.simpleenergyadvice.org.uk

These organisations provide guidance on improving energy efficiency and information on available schemes and support.

Debt Prevention, Advice and Support

We provide information on debt prevention and management and can support you if you are struggling financially.

You can also access free, independent advice from:

  • Citizens Advice
    https://www.citizensadvice.org.uk

  • National Debtline
    https://www.nationaldebtline.org

  • StepChange Debt Charity
    https://www.stepchange.org

In-Person Advice and Support

We understand that some customers may prefer to access support in person. Through our sister organisation, Y Dref Werdd, you can access free, face-to-face advice and practical support within the local community.

Location

The Drop-In Centre is located on the ground floor at:
5 High Street, Blaenau Ffestiniog, Gwynedd, LL41 3ES
 

What Support Is Available?

At the centre, you can receive help and advice on a range of issues, including:

  • Energy and utility bills

  • Benefits and financial support

  • Food bank referrals

  • Access to the community log bank

  • General advice on managing household costs

  • Health and wellbeing activities

The centre also provides access to a community fridge, offering free food from supermarkets that would otherwise go to waste.

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Supporting the Community

The Drop-In Centre aims to act as a focal point for the local area, helping to:

  • Alleviate fuel poverty

  • Reduce food poverty

  • Provide wider support to those experiencing financial hardship

This service is available to support you alongside the assistance we provide directly.

Independent Information and Guidance

We provide access to relevant publications and guidance about our services, including materials from:

  • Ofgem – the energy regulator
    https://www.ofgem.gov.uk

  • Citizens Advice
    https://www.citizensadvice.org.uk

We keep our website up to date and publish relevant guidance and advisory information within 28 days of publication where applicable.

Social and Financial Support Programmes

If you are worried about energy costs or would like to improve the energy efficiency of your home, help may be available. We can provide information about grants, financial assistance, energy-saving improvements and support programmes that may be relevant to your circumstances.

We can also direct you to trusted organisations that offer free and impartial advice, including Nest Wales, Energy Saving Trust, Citizens Advice and Ofgem.

Pre-Payment Meters

We do not currently offer prepayment meters. However, if you feel that a pre-payment plan would be beneficial, we would be happy to discuss it with you and explore other solutions that may help.

Contact Us

If you believe you are in a vulnerable situation or feel you may benefit from additional support, please get in touch with us. You can send us an email, phone us or even pop into the office for a chat.

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We understand that it can sometimes be difficult to talk about personal circumstances. You will always be treated with respect, understanding and without judgement.

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You do not have to share more information than you feel comfortable with, but any details you are able to provide can help us offer the most appropriate support.

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Any information you share with us will be treated in the strictest confidence. We will only share details with relevant organisations where necessary and with your permission. For more information, please see our Privacy Policy.

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Our team is here to listen and work with you to find a solution that suits your individual needs.

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