Careline

Careline is a free priority service. We have a team of specially trained advisers to help you. From understanding your bills to advice on how to reduce them, we’re here to help. As a Careline registered customer you can enjoy a range of services.

 Careline services

• Password scheme – We can arrange a password of your choice. We’ll use it when we visit you, so you’ll be protected against bogus callers.
• Knock and wait – We know it’s frustrating if the meter reader’s gone before you get to the door. ‘Knock and wait’ lets our meter readers know if you need extra time to answer.
• Alternative address – We can arrange to send your bills to a friend, family member or carer. And if you’d like to receive a copy too, just let us know.
• Call back – If you’d like to have a friend or relative with you when you’re talking to us, we’ll arrange a time to call back when they’re with you.
• Moving your ‘pay as you go’ meter – If your meter is in a position that’s difficult to access, we’ll arrange to move it for you, in most cases free of charge.
• Medical equipment – If you rely on your supply for special home medical equipment, let us know and we’ll inform the local electricity and gas network operator. So if there’s a power failure in your area, they’ll be aware of your situation.
• Free advice – We’ll give you free help and advice on energy efficiency, bills and price plans.
• Textphone - 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. To register, see our specialist services.
• Specialist bills - If you have sight, speech, or hearing difficulties, we’ll send bills in an easier format, such as Braille or talking bills. To view these options see our specialist billing services.

 How do I register for Careline?

To receive any of the services which Careline provides, you just need to join our Priority Service Register. It’s simple - you can:

Call us: 0800 622 838
Call us by Textphone: 0800 622 839

 Find out more

Energy efficiency

Financial help to make your home warmer