• Vulnerable Customers

     

    Looking after our vulnerable customers is a priority.

    Our Help to Heat scheme offers low-income and  those who may need some extra support free or discounted connections to our gas network.

    Our locking cooker valve helps customers who need extra safeguarding, such as people with Alzheimer’s or autism, to retain their independence at home.

    We're dedicated to keeping our customers safe and warm all year round. Winter, however, can be a difficult time for some of our customers who might need extra support, which is why we've created this leaflet explaining the help that's available.

    Find out what to do if you smell gas or are worried about gas safety:

     

    If you smell gas or have any concerns about gas safety, contact the National Gas Emergency Service via textphone (mincom) on 0800 371 787. A voice service is available on 0800 111 999.

    SGN is also fully committed to the Priority Services Register Promise.

     

    Priority Services Register Promise

     

    The Priority Services Register (PSR) is free to join. It lets energy companies* like us look after customers who have extra communication, access or safety needs. It helps us tailor our services to support households who may need extra help. If you have young children, some kind of disability, a long-term illness, are a bit older or live with someone who is, the PSR could help you.

    The PSR promise is made by all participating energy companies in England, Scotland and Wales. We promise to only share details as agreed with you, about your personal situation with our trusted partners/parties** so they can tailor their services to help you.

    By sharing your details with trusted partners and parties, you’ll get extra support when you need it. For example, some customers depending upon their circumstances may be given priority if there’s a power cut. We will always follow privacy laws and your PSR information will never be used for marketing.

    Once you’ve joined, you may be contacted to make sure your details are accurate and up to date. This will make sure we can give you the best support for your needs.

    If anything about your situation changes you can tell your energy supplier (you can find their information on your gas bill) and they’ll update your details. If you don’t want to be on the PSR anymore, just ask to be removed and they’ll do this for you.

    If you want to know more about the PSR, contact your energy supplier (you can find their information on your gas bill).

    * Energy companies include gas and electricity suppliers, the networks companies who transport energy to your home and meter operators.

    ** Partners/parties include trusted charities such as the British Red Cross, who may assist during incident situations to support companies in safeguarding you and other household members.