Advice for our most vulnerable customers
Careline is a dedicated helpline with free advice and information for customers who are elderly, have a disability, are chronically sick, are partially sighted or have hearing difficulties.
To receive any of the services which Careline provides, join our Priority Service Register. You can phone Careline on 0800 622 838, or email careline@atlanticeg.co.uk.
Our specially trained Careline advisors can assist you in the following ways:
- Enrol you on our password scheme which protects against bogus callers
- Put you on our 'Knock and Wait' service which lets our meter readers know if you need extra time to get to the door
- We can arrange to send your bills to a friend, family member or carer
- If you have visual difficulties, we will arrange to send large print, Braille or talking bills
- If you have hearing or speech difficulties and you use a text telephone, you can send typed messages to our textline on 0800 622 839
- Help if your meter is difficult for you to read
- Advice on special controls and adapters
- If you rely on your supply for vital medical equipment, we will ensure the local electricity and gas network operators are made aware
- At your request we will offer to call or visit when you have a friend or relative present
- A free gas safety check (subject to eligibility)
- We will never backdate a bill where we are at fault
- Make sure you are on the right tariff and payment method to suit your needs
- Provide free advice on energy-saving measures and on keeping warm
Struggling to heat your home in winter?
We can provide you with an arrangement to pay over a period of time to fit with your budget.
If you are spending 10% or more of your income on your fuel bills you may qualify for extra help.
energyplus Care is our special package for customers who are struggling to pay their energy bills. This could be because of poor housing, health or income issues.
What energyplus Care offers -
- Our lowest cost tariff in your region
- A minimum 20% discount on your current energy prices, regardless of which payment method you use. A potential saving of £400 per year.
- Free energy efficiency advice to help you save even more money on future bills
- Free energy efficiency measures, from low-energy light bulbs to a free A-rated fridge or a discounted A-rated fridge/freezer
- Free benefit entitlement check
- Advice on grants available
For more information or help with your application, please call us on 0800 300 111.
energyplus Care FAQ's
Can I get the discount even if I have my gas or electricity supply from another supplier?
Yes. You can still qualify for the tariff for the energy you receive from us. We would, however, need to know what your fuel costs were with the other supplier, so this could be included in the calculator. If you qualify, the energyplus Care social tariff would only be applied to your energy supply with SSE. You would have to apply to your other supplier for any help they operate, on your other fuel supply.
Can key meter customers get energyplus Care?
Yes. There are no restrictions on accessing energyplus Care for key meter customers. Electricity key meter customers will be asked to contact us for a new key.
Can token meter customers get energyplus Care?
Yes, however, to ensure you pay the discounted rate as you go we will switch your token meter to a key meter.
After two years, what happens when I move home? Will I automatically be entitled to energyplus Care at the new address?
No, you will need to apply at your new address as your fuel usage may be different at your new property.
What happens if I have a debt on my account?
You can qualify for energyplus Care even if you have a debt on your account. If you are paying an outstanding balance through your pay as you go meter, we are entitled to adjust your repayment rates. We will always take into account your ability to pay.
How long does energyplus Care last before it is taken away?
energyplus Care is initially awarded for two years. Your eligibility is then reviewed.
How long does it take to process an application?
Over the phone on our freephone number, it takes about 15 minutes. Or you can download and send in the application form.
Why does Housing Benefit count as income? I don’t even get to see it.
There has been much debate about this one. Basically Housing Benefit covers housing costs. It is usually paid direct to the rental authority so the customer never sees the money. It is this fact that causes some to argue that it is not income, but if they did not receive it they would still have to cover their rent. A working customer who pays their mortgage out of their earned income could argue that their mortgage costs should be subtracted from their income for the purposes of qualifying for energyplus Care. We do not permit this either.
Can I get energyplus Care even if I am not on benefits?
Yes. The basic criterion is that an applicant is paying 10% of their total household income on fuel costs. There is no stipulation as to the source of the income ie benefits, work or investments.
Does this mean I will not have a price increase for two years?
No. General energy price increases will apply to you. We will not apply our August 2008 price increase to energyplus Care customers until the end of the winter period at the earliest. energyplus Care customers currently receive a minimum 20% discount on their current prices, a potential saving of £400 per year. energyplus Care will always be the lowest tariff offered by us in your region.
What if there is more than just the customer living in the property?
We need to know about all occupants. It is the household income as a whole that is taken into account.
I have lots of financial outgoings and commitments other than with the supplier. Do you take this into account?
No. We only ask about your income. The outgoings you have do not come into the calculation for energyplus Care.
Using energy wisely
Energyline is our energy efficiency helpline offering help and advice on using energy wisely and what grants are available. If you receive certain benefits or are over 70 you may qualify for free loft and cavity wall insulation. Even if your household doesn’t qualify, you could still receive a generous grant towards insulation costs.
Call our Energyline on 0800 072 7201
Find out more about cavity wall and loft insulation