Main content

Pay-as-you-go meter problems & additional help

A consumer got in touch about a problem with her pay-as-you-go gas meter card. She had mobility issues and had no family having lost her husband relatively recently.

Action

We contacted the company to put her on the Customer Care Register to alert them to this difficulty.

Resolution

The company added the consumer to their Customer Care Register to provide additional help in future. 

When the COVID-19 pandemic started, a member of our staff remembered her and phoned her to see if she was OK and able to get food deliveries and top ups. She said she was able to walk to the local shop and wait until it was empty before doing her shopping etc. Our staff member told her about her local foodbank and delivery slots for people in need. She was very grateful and said she would ring us again if she had any difficulty.