Help and support
If you have a question about our service or need to report an issue, we’re here to help. Follow the links below to find the guidance you need.
Independent advice and support
If you want to talk to someone independently about your complaint or about any part of your heating and hot water service, the following organisations can provide you with independent advice.
| Organisation | Description | Contact details |
|---|---|---|
| Citizens Advice England and Wales | Citizens Advice is a network of independent charities offering confidential advice online, over the phone, and in-person, for free. | England: 0800 144 8848 Wales: 0800 702 2020 www.citizensadvice.org.uk |
| Citizens Advice Scotland | Citizens Advice is a network of independent charities offering confidential advice online, over the phone, and in-person, for free. | 0800 028 1456 www.citizensadvice.org.uk/scotland |
| National Energy Action | National Energy Action provide advice and support on all energy matters. | 0800 304 7159 www.nea.org.uk |
| Help for Households: Government advice |
See what support is available to help with the cost of living and save money with their energy saving tips. |
0800 098 7950 helpforhouseholds.campaign.gov.uk |
| Home Energy Scotland | Home Energy Scotland are a network of local advice centres covering all of Scotland. They offer free, impartial advice on energy saving, keeping warm at home, and more. They are funded by the Scottish Government and managed by Energy Saving Trust. | 0808 808 2282 www.homeenergyscotland.org |
| National Debtline | National Debtline provides free advice and resources to help you deal with your debts. You can access their services over the phone, through their website and via webchat. | 0800 808 4000 www.nationaldebtline.org |
| StepChange | StepChange offer free, flexible debt advice that is based on a comprehensive assessment of your situation. They can provide practical help and support for however long it is needed. | 0800 138 1111 www.stepchange.org |
| Heat Trust | Heat Trust is the independent consumer protection scheme for heat networks. It sets standards that registered heat networks must comply with. There are a number of customer resources on their website, including their Heat Cost Calculator. | www.heattrust.org |
