What are our obligations as an energy supplier in relation to the EHU?
Energy suppliers have an obligation under the Gas and Electricity Complaint Handling Standards (part 2 sections 8 and 9) to:
Allocate and maintain adequate resources for complaint handling which allow the supplier to received, handle and process complaints in an efficient and timely manner
Put in place appropriate arrangements to effectively deal with EHU complaints including urgent priority cases
In practical terms this means that the EHU must be able to speak to someone within your business who understands our remit and processes, when the Unit is open (Monday to Friday, 9am to 5pm, excluding some bank holidays). This is especially important when we receive priority cases that need to be dealt with immediately due to the risk of disconnection or need for reconnection.
What are the opening hours for the Extra Help Unit over Christmas and New Year 2019 / 2020?
Monday 23 December - Open 9am – 5pm
Tuesday 24 December - Open 9am – Service stops taking referrals at 1pm
Wednesday 25 December - Closed
Thursday 26 December - Closed
Friday 27 December - Open 9am – 5pm
Monday 30 December - Open 9am – 5pm
Tuesday 31 December - Open 9am – Service stops taking referrals at 1pm
Wednesday 1 January - Closed
Thursday 2 January - Closed (If you are without gas or electricity on 2nd January please contact the Citizens Advice Consumer Service as normal on 03454 04 05 06)
Friday 3 January - Open 9am – 5pm