Helping Hands services for customers with additional needs

To make dealing with us as easy as possible, we offer FREE Helping Hands services for older customers or those with sight or hearing difficulties, a disability or serious injury, mobility issues or a serious medical condition.

Do you know a family member, friend or neighbour who could benefit from Helping Hands? If you do, recommend the service to them.

What help do we offer?

We can offer help by reading bills and other information over the phone or sending it in different formats including large print and Braille. Helping Hands members can also nominate a friend or relative to receive their correspondence.
We can visit your home, for example to read your meter more often than usual or to let you know if we need to interrupt your supply.
Interruptions to supply can be particularly inconvenient if you've a serious illness or disability, so we'll help to provide bottled water.
If you're a home dialysis patient - make sure you're registered. We'll contact you if we need to shut off your water supply and discuss your needs with you.
If you have difficulty hearing you can use our Minicom service - our number is 0845 1 24 24 23
If you're concerned about security when people knock on your door we can offer a free service for our staff to use a password when they visit. All our staff carry ID cards so you know how to check a caller is genuine.

Find out more about our bogus caller advice, including our free password scheme .
If there are any services you need that aren't mentioned here, call us and we'll try and help.

Join 'Helping Hands' or nominate a neighbour, friend or relative. Call us on 0800 1 38 78 78 or complete our online application form.

Join or nominate someone

Related information

Beware of bogus callers to your home

What to do if you get an unexpected call at your door

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