Sometimes we need to come to your home to do things like read your gas or electricity meter, check on a fault you have told us about, or replace an old meter. The people we send round are our ‘agents’. We use two companies, Lowri Beck and Siemens, who we trust to do these kinds of jobs for us. Our partner OVO arranges for our agents to go out to properties so they will also be acting on behalf of OVO.
How to know an agent is genuine
Our agents will always introduce themselves and tell you exactly why they are visiting you.
They will be wearing a Lowri Beck or Siemens uniform, and come in a company car or van with the blue and yellow Lowri Beck logo, or the Siemens logo.
We take your safety very seriously, so if one of our agents visits you can always:
Our agents will always have Lowri Beck or Siemens identity cards, which they will show you – you shouldn’t even need to ask.
Their card shows:
It’s always worth asking to see the agent’s ID card, and checking it carefully before you let them in. If you’re not sure about someone who says they are a Fairerpower agent, don’t let them in. Call our friendly team on 0800 408 6701 to check they are genuine and ask why they are visiting you.
Your own password
If you are worried about forged cards, or not being able to read the small print on an identity card, you can set up a personal password. It can be any six letters or numbers, or a mix of both, and our agents will have to use it every time they visit you. We will keep your password totally secure, and only give it to the agent who is coming out to you (and a couple of the team here so they can look after your account).
Whenever our agents visit you, ask them to tell you the password before you let them in. If they don’t give the right one, don’t let them in, and call us straight away on 0330 102 7510. To set a password or change one you have already set, just give us a call.
If you’re struggling to pay your Fairerpower bills, or worried that you might be about to, please give us a call as soon as possible. We’d much rather you spoke to us – we’re here to help. You can reach us on 0800 408 6701. Our friendly advisers will talk you through your options, based on your circumstances. Then we can work out a payment plan together that will help you keep any debt as low as possible.
If your debt keeps on going up we might need to fit a repayment meter at your home.
With a repayment meter in your home you pay for your energy as you use it. It’s a great way to help you budget, clear any debt and make sure you don’t get any big bills. You do have to make sure there’s always credit on the meter, though, or it will disconnect itself and you’ll have to add credit to start getting your energy again.
Of course, we’ll only fit a repayment meter if it’s safe and the right thing to do. We’ll talk about how much of your payments we’ll take towards clearing your debt. And if you’re going to add credit with cash payments, we’ll tell you where you can do it close to your home.
If we recommend you get a repayment meter fitted and you say no, we might have to disconnect your supply.
The Fuel Direct Scheme
If your account is in debt and you get Income Support, Pension Credit, Employment and Support Allowance or income based Jobseeker’s Allowance, you can ask your benefits office to pay us directly. This is called Fuel Direct and is run by the government’s Department for Work and Pensions (DWP).
Fuel Direct covers what you’re spending on energy at the moment and also pays off a bit of your debt every week. It’s a fixed amount (£3.65 per week at the moment – set on 12th November 2014). We also agree an amount with the DWP that we’ll take in future to stop your debt getting bigger.
Disconnecting your energy supply
We’ll always try to help you come up with a manageable way to pay for your energy, but if you don’t pay for your energy at all, we’re legally allowed to cut off your supply. We’ll do our best to stop this happening. If we have to pay any charges for disconnecting or reconnecting your supply (like a locksmith’s fees, for example), we’ll add them to your account.
If we do have to disconnect your gas or electricity, we’ll write to you and call you at every stage, to keep you up to date with what’s happening. We’ll also visit your home before disconnecting your energy, to give you information about reconnecting and the ways you can pay. If you still have debt on your account after we’ve disconnected you, we might take legal action to get the money back.
Between October and March we won’t disconnect your energy if you are a pensioner living alone, or if you live with people of pensionable age, or aged under 18. We’ll also do our best not to disconnect your supply during these months if anyone in your home is disabled or chronically ill. If we use a debt collection agency, they’ll follow these rules too.
For more advice and help with money worries you might find these places helpful:
The Warm Home Discount is a one-off payment of £140 (including VAT) towards electricity bills to help customers who are struggling to pay, and if you qualify it can help you in a number of ways including electricity rebates and fuel debt grants.
Fairerpower customers who think they may qualify can pre-register for the 2016/2017 scheme. Our energy partner OVO has more details.
Our Priority Services Register is a confidential list of customers who would struggle to manage if they lost their gas or electricity supply. This helps us understand how we can give everyone just the right service. Every year we get in touch with all our customers to let them know we have got a Priority Services Register and encourage them to tell us if they feel they should be on it.
You can ask to be put on the Register if you’re a Fairerpower customer and one or more of the following:
Whatever you tell us about on the PSR, we will keep it totally confidential. We’ll only share it with a few members of our team who genuinely need to know so they can give you the right service. It also helps us make sure we keep you up to date with any information you might need and look after you first if there are any power cuts.
If you think you should be on our Priority Service Register, just call us on 0330 102 7510.
We’ll ask you a few questions over the phone to make sure you should be on the register, or we can post you a copy of our questions for you to answer and return to us.
No problem. All you need to do is log into My Account (my.fairerpower.co.uk) and fill in the ‘Change of tenancy’ form in the ‘About Me’ section of My Profile. We will need to know:
And if you can tell us, it would also be great to know:
You can also let us know in My Account if you’d like us to supply energy to your new home, as long as you’ll still be living in the Fairerpower region. If you choose to stay with us, one of our customer service advisors will give you a call. It’ll take about 4 to 6 weeks to switch you over. Please take a meter reading as soon as you move in and give it to the current energy supplier. If you don’t know who this is, just email our customer care team at firstname.lastname@example.org and we’ll look it up for you.
If you smell gas or think you have a leak:
If you have a power cut:
To report a power cut or dangerous situation, you will need to contact your local network operator. But before you do…
If the problem is with your meter you can call us on 0330 102 7510.
Your local network operator
You may need to contact your Local Network Operator if:
To find your Local Network Operator, simply type your postcode in using this link
You can get a free gas safety check if you:
And can say yes to one of these:
If that’s you, we’ll sort out your free gas safety check with a certified Gas Safe registered engineer. And if they spot anything that’s faulty or not safe when they’re there, they’ll disconnect your gas supply before they leave.
If not, you can always arrange your own gas safety check – just make sure you use an engineer who’s on the Gas Safe Register.
Carbon monoxide poisoning
If your gas appliances haven’t been properly installed or looked after, they can produce deadly carbon monoxide. It’s an odourless, colourless and poisonous gas that can escape in your home without you knowing. It’s very difficult to detect and breathing it in stops oxygen being absorbed by the body, as blood binds carbon monoxide 200 times more readily than it does oxygen.
The symptoms of carbon monoxide poisoning are similar to flu, food poisoning, viral infections and tiredness – so it’s easy to mistake them for something less serious.
If you think you (or someone else) might be affected by carbon monoxide poisoning, you should get out into the open air and get medical help straight away.
As a precaution, it’s always a good idea to install a carbon monoxide alarm with EN 50291 approval.
If you think a gas appliance is leaking carbon monoxide you should:
If we ever make a mistake or do something wrong, please let us know about it straight away. We’ll aim to fix it the first time we hear from you.
Our complaints procedure is very simple:
Get in touch by calling us on 0330 102 7510, emailing email@example.com, or writing us a letter. However you want to get in touch, we want to hear from you. Once we know what’s happened, we’ll do everything we can to put it right within five working days.
If we can’t fix it straight away, our Complaints team will call you to talk to you in more detail about what is going on, and work with you to sort it out. If they can’t get hold of you on the phone they’ll send you an email or letter within five working days.
We’ll then follow up to see if you think the issue’s been resolved. If not, you can ask us to look into things again or get our ‘final response’ (sometimes called a deadlock letter). This means we haven’t been able to resolve things for you. In it, we’ll recap what’s happened and what we’ve suggested, and give you contact details for the Energy Ombudsman.
How the Energy Ombudsman can help
The Energy Ombudsman is an independent organisation which you can ask to pick things up for you, for free, once you’ve had our final response (or if it’s eight weeks since you complained and we still haven’t fixed things). If they decide that we should do something for you, we legally have to do it (but if they think there is something you should do, you don’t have to go with their decision).
Have a look here to see how many customers have complained, what happened next, and how, with our partner OVO, we sorted things out at the end of each quarter and year.
It’s always good to be on the lookout for scams by post, phone or email. Scammers are trying to get at your personal information and will often encourage you to hand over details such as your account number, password or address. We follow strict security procedures to protect your personal information. This includes following certain guidelines (like checking your identity when you phone us).
We’ll never ask you for your personal information without going through this process.
If you get an email that you think may not really come from Fairerpower, please ignore it.
Don’t click on any links to external sites or open an attachment if you are not sure where it came from. If you are in any doubt please email us at firstname.lastname@example.org to check.
If we send you an email, any links that ask you to visit Fairerpower will only ever take you to one of these addresses:
If you click on a link and you don’t see any of these addresses at the top of the page, exit straight away.
We strongly recommend you never tell anyone your My Account login details and always remember to log out of your account when you have finished.