Codes of Practice

Our Codes of Practice provide detail on the many different services we provide to our customers. These Codes of Practice are here to make sure our products and services meet the needs of our customers. 

Code of Practice on the Efficient Use of Gas

We aim to offer you the best advice available to help you maximise energy efficiency in your home and to reduce your energy.

You can find out more by downloading our Code of Practice or by contacting us on 0345 900 5253.

Code of Practice on the Provision of Services for persons who are of Pensionable Age, Disabled, Terminally Ill or Chronically Sick

We promise to make using natural gas as easy as we can, particularly those in vulnerable circumstances and we promise to ensure that the services we provide reflect your individual needs.

You can find out more by downloading our Code of Practice for Consumers in Vulnerable Circumstances or by contacting us on 0345 900 5253.

Code of Practice on Payment of Bills

We offer a range of payment methods and can advise you of the best payment option for you.

You can find out more by downloading our  Code of Practice  or by contacting us on 0345 900 5253.

Code of Practice on Services for Prepayment Meter Customers

Let Pay As You Go give you flexibility and control over your natural gas bill.

You can find out more by downloading our Code of Practice or by contacting us on 0345 900 5253.

Code of Practice on Complaints Handling Procedure

If you are unhappy with any aspect of our customer service we promise to deal with your complaint efficiently and effectively and within agreed timescales. You can find out more by downloading our Code of Practice or by contacting us on 0345 900 5253.

Alternative Formats

A copy of all the above Codes of Practice can be provided free of charge upon request. Copies are also available free of charge in alternative formats including Braille, Large Print of Audio Format. Please contact us if you require a copy.