FAQs

FAQs

What can the EHU help me with?

The Extra Help Unit raises complaints with energy suppliers on behalf of individuals and micro-businesses across Great Britain who may be considered vulnerable. When you’re referred to us, you’ll be assigned a dedicated caseworker who will act on your behalf until your case is resolved.

Where can I find your phone number?

The Extra Help Unit (EHU) does not have a public phone number. If you have an energy-related issue your first step is to contact the Citizens Advice Consumer Service on 03454 040506. They will refer you to us if you need our help.

What do I do if my energy supply gets cut off?

If communication has broken down with your energy supplier, contact the Citizens Advice Consumer Service on 03454 040506. They will refer you to the EHU if you need our help.

I run a micro business – can the Extra Help Unit help me?

We can help you if you have an energy-related problem, are in a vulnerable situation and your business:

  •  Has less than 10 full time equivalent employees and an annual turnover or annual balance sheet total of less than €2 million a year or
  • Uses less than 293,000 kWh of gas per annum or
  • Uses less than 100,000 kWh of electricity per annum

Your first step is to contact the Citizens Advice Consumer Service on 03454 040506.

I already have a case with the Extra Help Unit, how can I get in contact with my Caseworker?

You should have been sent an acknowledgement letter with your caseworker’s details. If you have misplaced this letter please phone the Citizens Advice Consumer Service on 03454 040506.

What are the opening hours for the Extra Help Unit over Christmas and New Year 2018 / 2019?

Monday 24 December Open 9am – Service stops taking referrals at 1pm

Tuesday 25 December Closed

Wednesday 26 December Closed

Thursday 27 December Open 9am – 5pm

Friday 28 December Open 9am – 5pm

 

Monday 31 December Open 9am – Service stops taking referrals at 1pm

Tuesday 1 January Closed

Wednesday 2 January Closed 

(If you are without gas or electricity on 2nd January please contact the Citizens Advice Consumer Service as normal on 03454 040506)

Thursday 3 January Open 9am – 5pm

Friday 4 January Open 9am – 5pm