Regulatory information

You can download and read these PDF files to find out more about our regulatory information.

You can also view our Customer Charter, which details our commitments and service to you.

Energy

PDF file: Gas Safety Statement (169KB)
PDF file: Terms and Conditions (158KB)
PDF file: Guaranteed Standards (494KB)
PDF file: Fuel mix disclosure (296KB)
PDF file: Complaint handling statement (158KB)
PDF file: Paying your energy bill (125KB)
PDF file: Prepayment Meter Statement - Information on Pay As You Go Services (92KB)
PDF file: Careline statement (228KB)
PDF file: Visiting your property (163KB)
PDF file: Fuel Poor code of practice (152KB)

Telecoms

For calls only talk customers, your terms and conditions will be different from those shown in the link below. The main difference is that your phone service is not defined to include line rental.

If you would like a copy or have a question about your own terms and conditions, please contact Customer Service on 0845 678 0051.

PDF file: Terms and Conditions (158KB)
PDF file: Calls only phone service code of practice (312KB)
PDF file: Sales and marketing of fixed-line telephone service code of practice (72KB)
PDF file: Phone service code of practice (313KB)
PDF file: talk charges and tariffs (1.7MB)

Water

Information coming soon...

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