If they are a British Gas customer, they should call us direct on freephone: 0800 072 7100 or for Prepayment Customers 0800 294 8604
Alternatively they can call the Home Heat Helpline (0800 33 66 99). This is a free-phone number providing vulnerable customers with direct access to free insulation and reduced or ‘social’ tariffs from their energy supplier.
At British Gas we are firmly committed to playing our part in supporting all our customers especially during this cold period. We are urging customers concerned about the cost of energy to refrain from switching off their heating and contact us to see how we can help. Our call centres have received the highest level of contact ever with a nearly 300% rise in calls compared to this time last year. We have been processing these calls as quickly as possible.
We want to ensure that we can help to get out to those who are most vulnerable and will always seek to prioritise those who have no heating or hot water. We are also offering advice on line at www.britishgas.co.uk that may help protect boilers and central heating systems as the freezing temperatures continue across the country.
We may also be able to offer extended payment terms or in the case of vulnerable customers on specific benefits, transfer them onto our low cost social tariff. For customers whose bills arrive late as a result of the bad weather delaying postal services, they will still receive their prompt pay discounts as normal.
In addition we have a number of programmes specifically designed to help our most vulnerable customers which we are promoting through our charity partners and Citizen Advice Bureaux. These include:
Essentials Programme
British Gas has introduced a special tariff aimed at cutting gas and electricity bills for our most vulnerable low income customers. We currently have over 300,000 customers on the Essentials tariff saving up to £264 on average per annum, compared to a standard tariff. The tariff represents a £77.4million spend by the company and is open to existing British Gas customers in receipt of at least one of a number of specific Government benefits.
For further information on eligibility for the Essentials tariff tel: 0800 072 7100 or for Prepayment Customers 0800 294 8604
British Gas Energy Trust
British Gas has established the British Gas Energy Trust for customers to apply for grants and sustainable advice to manage their energy payments. The Trust also funds third party debt advice and in cases of extreme need, awards customers for other non-energy related debts and essential household costs.
British Gas has committed to the Trust for a further four years, taking the total committed by British Gas to the Trust to £21.3million since 2005.
The Trust is run independently of British Gas and is a registered charity.
For further information tel: 01733 421 021 (information) 01733 421 060 (applications)
‘here to HELP’
The largest social initiative of its kind in the UK, ‘here to HELP’ is a unique coalition between the public, private and charity sectors, delivering real benefits to vulnerable and fuel poor households. The scheme aims to tackle the root causes of household poverty by improving the living conditions and quality of life in some of Britain 's most deprived communities. The programme offers energy efficiency products, benefits assessments, essential appliances and adaptors, home security measures, and advice from our charity partners who include Help the Aged, Scope & the RNIB.
To date, the scheme has covered nearly 600,000 homes and has found unclaimed benefits totalling nearly £12.9 million. On average, qualifying applicants are over £1,500 a year better off as a result of the benefit health check alone.
For further information on ‘here to HELP’ tel: 0800 072 8339
Free Insulation to those Aged over 70
Insulating the home is one of the most effective ways to keep warm and cut energy bills.
British Gas customers over 70 years old or on income related benefits may be able to get their home insulated for free.
British Gas ExtraCare
British Gas has given a voluntary public commitment not to disconnect anyone we know to be vulnerable. “ExtraCare” is the process we have adopted to help us proactively identify signs of vulnerability amongst our customers; how we keep this information on our systems and what we need to do once we have identified someone as being potentially vulnerable. As part of our day to day contact with our customers, we listen out for any signs the customer may give us that might indicate that they are vulnerable.
British Gas Home Energy Care Register
Our Home Energy Care Register provides essential services for some of our most vulnerable customers and around 560,000 customers now benefit from the service. The Home Energy Care Register is a priority service register for all our gas and/or electricity customers who are elderly, disabled or chronically sick. It enables us to record any specific requirements these customers may have and helps us to provide them with services appropriate to their needs
For further information tel: 0800 072 8625
Home Heat Helpline
The national Home Heat Helpline was launched in 2005, offering help to customers struggling to pay their energy bills. The service is run by the Energy Retail Association and is funded by British Gas and other major energy suppliers. It gives one point of contact, connecting customers to advice and help from their energy supplier. A specialist British Gas team takes the calls from British Gas customers and connects them to the most appropriate support.
For further information tel: 0800 33 66 99 (Mon-Fri 9am-6pm Sat 10am-3pm)
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