Extra Help

We provide Extra Help Service to our customers who wish to step up their security when dealing with us or those who are elderly, have long term health condition or disability.

EquiGas & EquiPower Tariff customers
Visiting your property

Our supply partner tries to visit you twice a year to take meter readings. But there could be times when you’ve asked them to send a meter reader or engineer. All staff carry identification to prove that it’s safe to let them in your home.

Because we want you to feel comfortable and secure when they call, they offer additional services to give you that extra peace of mind.

Knock and wait: If you find it difficult to answer your door quickly, don’t worry. With their ‘knock and wait’ service our supply partner let their staff know that you need a little longer to answer the door.

Password scheme: A free password scheme to protect you against bogus callers. Our supply partner will make sure that your password is only given to staff members who need to know it. They’ll say your password when they call so you’ll know it’s safe to let them into your home.

Medical equipment

We know how important your energy supply is, especially if you rely on it for medical equipment.

We can’t always predict when a storm or emergency situation may cause a power cut. But our supply partner can help with the Priority Services Register. They can make sure that your local network operator is aware you rely on your supply. They’ll do their utmost to prevent your supply from going off and, if it does, they’ll make sure that you get your power back on as a matter of urgency.

You can be added to the Priority Services Register if you rely on one or more of the following:

  • Home dialysis machine
  • Oxygen concentrator
  • Artificial ventilator
  • Stairlift
  • Adjustable bed

Once you’ve registered, your local network operator will let you know about any planned power cuts or essential maintenance in your area. And they’ll make every effort to ensure that disruption is kept to a minimum.

Understanding your bill

We understand that you might not always be able to read your bills and if that’s the case, don’t worry. OUr supply partner can provide your bill in a number of formats to suit you.

Large print bills: If you have trouble reading your bill, can be sent to you in a larger print.

Talking bills: If you’re partially sighted or blind, our supply partner’s talking bill service can help. An advisers will call you, read a summary of your bill and answer any questions you may have.

Braille bills: If you’d like your bills and letters in braille, just let us know.

Textline: If you’re a textphone user, you can call Textline on 0800 622 839. The lines are open between 8am and 8pm Monday to Friday and between 8am and 2pm on Saturday.

Relay service: This service is available nationally and allows you to make and receive calls in text format. If you use this service, we’ll ensure you’re charged no more than if you’d called us directly.

Help from others: If you have a friend, family member or carer to help you, SSE can arrange to send all bills and correspondence to them.

Specialist devices and adaptors

There are many special devices and adaptors available to make it easier for you to use controls, plugs and switches in your home.

Our supply partner can recommend where to buy these from and, when available, they may even be able to supply them free of charge to Careline members.

Bump-ons: These are self-adhesive dots you can stick on to appliances. For example, they can mark different temperatures or programmes on a washing machine.

Braille: Some manufacturers offer braille appliance controls for blind or partially sighted customers.

Control handles: These fit over the top of existing controls, making them easier to turn.

Special plugs: Some plugs come with handles to make it easier to plug in and pull out your appliances.

Power point raiser: These move your sockets so you can reach them without having to bend down.

Rocker switches: These large switches are easier for some people to use, because you can nudge them on and off with your elbow or arm.

Touch-sensitive controls: These don’t need pressure to work as they detect your body’s warmth.

Switch sticks: These small plastic levers stick on to existing light switches to make them easier to use.

Your water company may also help

If you have already registered or would like to register for careline services with us, your water company may offer similar services to ours. Contact your water supplier and ask them about any extra help and support they can give you.

Ebico-Prepay tariff customers

Call us on 0800 028 6699 to ask to be placed on the Extra Help register, or you can ask someone else to call on your behalf.

Once registered, you will receive the following free of charge.

Priority Service Register (PSR)

Customers of pensionable age, with a disability, or customers who are chronically sick can request to be put onto a Priority Service Register (PSR). Those on the PSR will benefit from the following:

Help with your energy account management

If you’re visually or hearing impaired we also provide support to help you manage your account. You can ask us to provide you information in an appropriate format, or if you wish to make a complaint you can ask us to help to make a complaint.

Sending your bills and statements to nominated person

We can send your bill or statement to any person you nominate, if that person agrees to receive it for you.

Quarterly meter readings

 

If no one at your home is able to read the meter, we can arrange a free quarterly meter reading to be taken and we’ll let you know each what the new meter reading is.

 

Easier access to your PAYGO meter

If your meter is difficult to access and you can’t read it or insert your payment card/key, we may be able to arrange for the meter to be relocated.

Call us to find out if your meter can be moved for easier access.

Understanding your bill

We understand that you might not always be able to read your bills and if that’s the case, don’t worry. Our supply partner can provide your bill in a number of formats to suit you.

Large print bills: If you have trouble reading your bill, can be sent to you in a larger print.

Braille bills: If you’d like your bills and letters in braille, just let us know.

Textphone: If you’re a textphone user, you can contact us on 0800 028 6699 to discuss your bill or account

Help from others: If you have a friend, family member or carer to help you, we can arrange your bills and correspondence to be sent to them.

Medical equipment

We know how important your energy supply is, especially if you rely on it for medical equipment.

We can’t always predict when a storm or emergency situation may cause a power cut. But our supply partner can help with the Priority Services Register. They can make sure that your local network operator is aware you rely on your supply. They’ll do their utmost to prevent your supply from going off and, if it does, they’ll make sure that you get your power back on as a matter of urgency.

You can be added to the Priority Services Register if you rely on one or more of the following:

  • Home dialysis machine
  • Oxygen concentrator
  • Artificial ventilator
  • Stairlift
  • Adjustable bed

Once you’ve registered, your local network operator will let you know about any planned power cuts or essential maintenance in your area. And they’ll make every effort to ensure that disruption is kept to a minimum.

Visiting your property

Our supply partner tries to visit you twice a year to take meter readings. But there could be times when you’ve asked them to send a meter reader or engineer. All staff carry identification to prove that it’s safe to let them in your home.

Because we want you to feel comfortable and secure when they call, they offer additional services to give you that extra peace of mind.

Password scheme: A free password scheme to protect you against bogus callers. Our supply partner will make sure that your password is only given to staff members who need to know it. They’ll say your password when they call so you’ll know it’s safe to let them into your home.

 

Extra services available to all our customers

All our customers, regardless of their circumstances can benefit from the following:

Password scheme

For extra security, you can use our free password scheme. All you need to do is choose a password (make sure it’s something no one else can guess) then call us on 0800 028 6699 and let us know what it is and we will make sure anyone from Ebico and Robin Hood Energy visiting your home can confirm it with you.

Feel safe when we're visiting your property

We take your safety seriously. The Ebico or Robin Hood Energy representative that visits your home will have the necessary skills to do the job that they are visiting you for. They will also be able to tell you about where you can find help and advice on your energy supply.

  • Check their ID

Our representatives always carry identification cards. Don’t worry about asking to check their card carefully – genuine representatives of Robin Hood Energy won’t mind at all.

  • Call us

If you’re unsure that someone who’s come to your home really is a Ebico or Robin Hood Energy representative, call us on 0800 028 6699 before you let them in. We’ll check their details.

Your water company may also help

If you have already registered or would like to register for Extra Help services with us, your water company may offer similar services to ours. Contact your water supplier and ask them about any extra help and support they can give you.