What happens if I’m vulnerable or have special requirements?

If you’re due to have a smart meter installed and you have special requirements, we’ll give you an opportunity to tell us in advance.

Of course we want to know as soon as possible if you have any specific vulnerabilities, special circumstances or particular requests that could affect the way we carry out your installation. So we’ll always aim to give you the opportunity to tell us in advance if there’s anything we need to be aware of, and any way we can give you extra help and support if you need it.

During the booking process, whether you’re doing it online or over the phone, you can tell us about any specific requests you may have. These can include requests relating to vulnerabilities or disabilities, and also any cultural beliefs which mean you may wish us to carry out the installation differently or with some adjustments.

While we will always do our best to meet your requirements and do things the way you want, sometimes we simply can’t change the way we do things, because our smart meter installation engineers have strict health and safety procedures that they need to follow.

For example, if you have cultural reasons for wishing them to take their shoes off, we’ll need to discuss this with you beforehand, as health and safety legislation requires them to keep their shoes on. However, they’ll always wear covers over their footwear when they’re inside your house.

That’s why it's best to get in touch and let us know what you need as early as possible before the date of your smart meter installation. Just talk to us and explain what the difficulty is, and we’ll always try to do what you want if we can.

Do you offer a password scheme for vulnerable customers?

Yes we do. If you’ve already told us you’re vulnerable and you’d like to use a password scheme to help you feel more secure about letting our installer into your home, just let us know. You can agree a password with us in advance, and when the engineer arrives, you simply ask them to quote your password to confirm their identity. Then you can be sure they’re the real thing before you let them into your home.

Get in touch with us before your installation and we’ll set up a password that’s easy for you to remember.

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