Our mission 

We will ensure that customers are treated fairly and given the service they deserve at all times.

Our pledge to all of our customers is as follows:

We'll always seek to provide excellent customer service and always treat you fairly. We work in a fair, honest, transparent, way. 

The information that we give you will be:
  • Complete, accurate and timely
  • In clear language
  • Related to products and/or services that are appropriate to your needs
  • Presented in a way that highlights the information that is relevant to you

If anything goes wrong

If anything goes wrong we will help you sort it out quickly and we’ll always do it in a friendly and honest way.

We promise to always review how we do things, so that we are always improving.

If you need to speak to us, we're here Monday to Friday 8am – 8pm, Saturday 8am – 6pm. Around 90% of calls being answered within 60 seconds. Call us on 0333 103 9053 (calls charged at your standard network rate). Our team are friendly and always willing to help.

What are the Priority Services?

If you have specific needs or are medically dependent on your energy supply, you can apply to be on our Priority Services Register (PSR). We can provide extra services for customers who have specific requirements.

Our Priority Services Register is a way of ensuring we’re helping any customers who: 

  • Need to be supported in a particular way.
  • Need tailored communications.
  • Would struggle to maintain their well-being if they lost their energy supply.
  • This helps us make certain we’re treating every customer as fairly as possible.

This means we can help with providing your statements in different formats (such as large print), we might be able to move your meter, we can send duplicate copies of any letters, documents or emails to a friend, carer or relative chosen by you. If your well-being is critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned off.

Once you’ve contacted us, we’ll register you over the phone or send you a form so you can apply to join our Priority Services Register. It’s completely free and confidential, and it means you’ll always get the help you need, particularly in an emergency.

Who is eligible to join the Priority Services Register?

If you feel ‘vulnerable’ because of age, chronic illness, disability or personal circumstances you can apply for Priority Services. For example, you could apply if you’re:

  • visually-impaired or have hearing difficulties
  • of state-pensionable age
  • disabled or struggling with mobility issues
  • chronically sick
  • medically dependant
  • suffering from mental health issue or there are behavioural concerns
  • in supported living
  • living with children under 5
  • suffering from serious short-term illness or injury
  • critically dependent on your energy supply, we can make sure you get longer notice than usual if it needs to be turned off
  • have other specific requirements


These services don’t just apply to long-term conditions; we can help with temporary situations too. For example, if you have broken your leg and struggling to top; are staying in hospital for a week or two and need some help with a bill, or if you’re dealing with mental health issues such as depression or anxiety and you just need a little extra support for a few months.

Do you depend on your energy?

You should also apply if you depend on electricity to keep any of these running in your home:

  • Kidney dialysis machine
  • Heart/lung machine
  • Ventilator
  • Nebuliser
  • Oxygen concentrator
  • Apnoea monitor
  • Bath hoist
  • Stair lift
What Priority Service do we offer?

Once you’ve contacted us, we’ll register you over the phone or send you a form so you can apply for our Priority Services. These services are completely free and confidential, and mean that you’ll always get the help you need, particularly in an emergency.

Once signed up for Priority Services, we can:

  • Nominate a friend of family member to act on your behalf
  • Arrange a free gas safety check
  • Arrange emergency engineer appointments as standard
  • Exempt you from the cost of gas cards/electric keys and postage, in cases where the need for a new device is not your fault (see the policy statement for Gas cards and Electric Keys for more information)

Upon request, we can also:

  • Move your prepayment meter if you can’t access it, free of charge
  • Use a password protection scheme so your friends or relatives can talk to us about your account
  • Provide you with advance notice of planned power cuts if you medically depend on your supply
  • Make your address a priority in an emergency (including alternative facilities in the event of supply disconnection)
  • Operate a bill nominee scheme, where bills are sent to the care of the customers nominated recipient
  • Provide accessible formatting on bills and account information (larger print)
  • Provide annual gas appliance safety checks for homeowners only (for rented properties, customers should contact their landlord).
  • Provide quarterly meter reading services (if no person occupying the premises is able to read the meter).


Do you need letters and bills in other formats?

You can request letters or bills to be sent in formats such as braille or large print, where needed, it’s no problem at all – whatever works for you.

Can I apply for Priority Services Register on behalf of someone else?

Yes of course. If you’re a carer for, or a friend or relation of, an Economy Energy customer who you believe should be on the Priority Services Register, get in touch to let us know.

They could qualify to be on the Register if they have dementia or learning difficulties, if they’re confused, if they speak very little English (or none), or if they meet any of the criteria in the section above.

How can I apply to be on the Priority Services Register?

If you think you would benefit from our Priority Services, or you want to apply on someone else’s behalf:

How we do it

To help us achieve this, we follow standards of performance set out below to make your experience with us as your supplier, the best possible. As part of our commitment to you we always strive to go above and beyond these standards, but if there’s an occasion where we haven’t met them we think it’s only right to give you some compensation for your time.

 The standards don’t apply just to us but also to all the third parties we work with and include appointments booked by us or requested by our customers.

Our Guaranteed Standards of Performance policy

For the full list of our guaranteed standards of performance please click here

Guaranteed Standards of Service for Electricity and Gas Distributors

If you experiences issues with your supply, for either gas or electricity this will more than likely be an issue with your distributor. Just like Economy Energy, electricity and gas distributors have to follow certain standards and compensate customers accordingly. This could be for interruptions or compete loss of supply or work that needs to take place.

For a full overview how to contact the distributors and potential reasons for compensation that you may be entitled to click here.


Our quarterly performance against these standards

The below figures show our results on Guaranteed Standards of Performance for each quarter. These include the totals for all of our Engineer appointments for both Gas and Electricity as well as a combined total.

A ‘breach’ is any appointment where we have failed to meet the standards set to make your customer experience with us the best possible.

Here's our performance from 1 January 2017 to 31 December 2017.

Here's our performance from 1 January 2016 to 31 December 2016.

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