There may be times when we need to arrange a home visit. We will arrange for an engineer to call at a time that suits you, subject to the engineer’s availability.
Someone over the age of 18 must be at your home throughout the visit, even if the meter is outside the property.
You may be charged if you are not in when we have agreed that the engineer will call.
Always ask for ID before opening the door. All of the engineers carry badges for identification purposes.
When booking the engineer, you can choose a password which will be passed to the engineer for security purposes (services offered free-of-charge to customers of pensionable age, who are disabled or are chronically sick — also see Priority Service Register in our FAQs).
This password can be changed by the account holder at any time and will remain on the account for future call-outs.
If in any doubt, do not open the door. Ask the engineer to wait while you call us on 0333 103 9053 (calls charged at your standard network rate) to confirm.