Energy Care Scheme
Phoenix Supply believes that it is important to be aware of the needs for all it’s customers particularly those with specific needs. For this reason we have established the Phoenix Energy Care register. To compliment this we have also established a range of services to meet particular needs.
The Phoenix Energy Care Scheme is designed for our customers who are:
- Older (60 years of age or older); or
- Disabled (including those who are deaf or blind); or
- Chronically sick
This scheme enables us to record details of customers with specific needs, ensuring that we meet your individual requirements when visiting your home. The register is entirely voluntary and completely confidential. Once you are part of the Phoenix Energy Care Scheme you can take advantage of the following range of services.
Password Scheme
Even though all Phoenix Supply representatives carry a company identity card, the Password Scheme is designed to give older or visually impaired customers additional re-assurance when we make a home visit. If you cannot read an identity card we can arrange for our staff, such as meter readers visiting you, to use a password, which we have agreed with you.
Provision of Special Controls or Adaptors
We have a range of controls or adaptors for customers who have difficulties using their hands. If you let us know what difficulties you are having, we can advise you what special controls and adaptors are available and whether we can adapt your appliance. Where we are able to fit adaptors they are free of charge.
Talking Bill Service
This service is provided to help someone who is visually impaired. If you are unable to read your gas bill, this helps to make life a little easier by arranging for a member of our staff to phone you each quarter with details of your gas bill.
Quarterly Reading of Your Meter
We will normally read your gas meter once a year. However, if you find it difficult to read your gas meter, we will read it for you every quarter and notify you of the reading.
Nominee Scheme
If you have difficulty looking after your finances, or reading your bill, we can arrange to send your gas bill to a nominee chosen by you.
Free Gas Safety Check:
We will carry out a free gas safety check on your appliances and installation if you meet one of the following criteria:
- 60 years or older and either living alone or with someone under the age of 18; or
- Registered as disabled and either living alone or with someone under the age of 18; or
- Receiving a State disability benefit and either living alone or with someone under the age of 18.
This check will be carried out upon request at intervals no less than once a year. (This is not a substitute for regular servicing.)
Minicom Facilities:
If you have hearing difficulties and you have a minicom you can contact us using the following numbers:
- 028 9055 5801* (general customer enquiries)
- 0800 731 4710 (emergency number)
Moving your Gas Meter:
If you find it difficult to get to your meter to read it, we will do out best to move it to a more suitable position for you free of charge.
Special Advice:
We have trained staff to help and advise customers on the efficient use of natural gas, natural gas appliances and associated products.
It is easy to apply to register on the Phoenix Energy Care Scheme. Simply give us a call on 0845 900 5253* and we will be pleased to help. Remember that the scheme is completely voluntary and confidential. Once we receive your details we will confirm your registration as a Phoenix Energy Care Customer.
If you wish to take advantage of the services detailed above, please contact us and tell us how we can help – Telephone Phoenix Supply on 0845 900 5253*.
*Calls cost from 3p per minute from a BT landline. Calls from other networks may vary.
