Working with us

Working with us

Working with us means that you as a supplier must have appropriate processes in place to deal with Extra Help Unit cases.

Your obligations

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 receive, 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.

We expect cases to be processed as quickly as possible, however we do understand that more complex cases may take longer to resolve.

Ofgem and enforcement

We are legally obliged to provide data to Ofgem under Section 14 of the Consumers, Estate Agents and Redress (CEAR) Act which can be used in enforcement action if necessary. However we want to work constructively with you, and will always give you the opportunity to address any specific concerns before any information is passed to the regulator.