Agent access and training

Transcription

1 Agent access and training Peterborough Energy c/o OVO 1 Rivergate,Temple Quay, Bristol, BS1 6ED Lines are open Monday to Friday 8am-8pm and Saturday 9am-5pm

2 Peterborough Energy c/o OVO 1 Rivergate,Temple Quay, Bristol, BS1 6ED About this guide This guide explains what happens if one of our agents comes out to your home, and how you can feel relaxed and secure about letting them in. What it covers 1. What is a Peterborough Energy agent? 2. How to know an agent is genuine 3. If we need to make an appointment with you 4. What to do in an emergency 5. If an agent visits you without an appointment 6. If you are worried about anything to do with Peterborough Energy or your energy supply 7. Your own password 8. Recruiting and training our agents 9. If you have a complaint 10. Useful addresses 11. Get in touch Extra help There is lots of extra information on the back page and all our contact details if you want to get in touch.

3 What is a Peterborough Energy agent? Sometimes we need to come to your home to do things like read your gas or electricity meter, check on a fault you have told us about, or replace an old meter. The people we send round are our agents. We use two companies, Lowri Beck and Siemens, who we trust to do these kinds of jobs for us. Our partner OVO arranges for our agents to go out to properties so they will also be acting on behalf of OVO. How to know an agent is genuine Our agents will always introduce themselves and tell you exactly why they are visiting you. They will be wearing a Lowri Beck or Siemens uniform, and come in a company car or van with the blue and yellow Lowri Beck logo, or the Siemens logo. We take your safety very seriously, so if one of our agents visits you, it s always a good idea to: Ask which company they are from Ask for official proof of their identity Ask for their name and ID number Call us on to check their details Our agents will always have Lowri Beck or Siemens identity cards, which they will show you - you shouldn t even need to ask. Their card shows: A Lowri Beck or Siemens logo A colour photo of them Their name and signature Their reference number The card s expiry date It s always worth asking to see the agent s ID card, and checking it carefully before you let them in. Lowri Beck and Siemens keep a close eye on all the ID cards they give out, to make sure only agents working there right now have them, that they are kept up to date, and that they are given back and checked when an agent leaves.

4 How we make an appointment with you If one of our agents needs to come in to your home or garden to do work or check something, we will be in touch to fix a date on a normal week day. We will set a day that works for you and then give you a half-day slot either 8am to 1pm or 1pm to 6pm. Or we can give you a two-hour slot instead (that costs 12). How long we will be with you depends on where you live and the kind of work or checks we are doing. If there is a charge for any of the work, the cost will also depend on how long it takes and where you live. If our agent doesn t manage to get everything done in the time we have agreed with you, you can claim compensation of 22 as part of our Guaranteed Standards of Service (GSOS). What to do in an emergency We will always do our best to phone, or write to you if one of our agents needs to work inside your home. But if there is an emergency we might not have a chance to tell you before they come. If that ever happens, our agent will tell you exactly what is going on and what needs to be done as soon as they arrive. If an agent visits you without an appointment Every now and then one of our agents might come out to you without letting you know first normally for something like reading your meter. Even if you give us your readings regularly, we will still send a trained meter reader to take them at least once every two years, just to make sure your meters are safe and working properly. It might also be a Revenue Protection Service (RPS) agent. They have to look into things if we are told that someone could have tampered with a meter or tried to steal electricity or gas. If you are worried about anything to do with Peterborough Energy or your energy supply If you are not sure about someone who says they are a Peterborough Energy agent, don t let them in. Call our friendly team on to check they are genuine and ask why they are visiting you. If you have any other worries about Peterborough Energy or your energy supply, let us know.

5 Your own password If you are worried about forged cards, or not being able to read the small print on an identity card, you can set up a personal password. It can be any six letters or numbers, or a mix of both, and our agents will have to use it every time they visit you. We will keep your password totally secure, and only give it to the agent who is coming out to you (and a couple of the team here so they can look after your account). Whenever our agents visit you, ask them to tell you the password before you let them in. If they don t give the right one, don t let them in, and call us straight away on. To set a password or change one you have already set, just give us a call. Recruiting and training our agents Our agents are recruited and employed by Lowri Beck and Siemens, but we make sure they are carefully chosen and trained, so they do the very best job for you. All our meter readers are vetted and checked with the CRB (Criminal Records Bureau). After they have done their training course, they spend some time working as a buddy to a senior installer before they start doing any work on their own. All our agents are trained to: Explain everything about any work they are doing at your home Warn you in advance if we have to switch off your gas or electricity for a while, so you can sort things out in plenty of time Pay attention to the way you would like to do things and any worries you have Treat your home and possessions with care and respect Use your password if you have set one up Show you where to get answers to any questions they can t answer Work in the ways we have covered in this Code of Practice All our agents go through regular checks and retraining to make sure they are up to date with the way we do things and will always do a great job for you.

6 If you have a complaint If we have done something wrong, we will try to sort things out the very first time you get in touch. So we can put things right (and stop it happening again), tell us what has gone on, and we will look into it straight away. You can: us: feedback@peterboroughenergy.co.uk Call us: Write us a letter: Peterborough Energy c/o OVO Energy One Rivergate Temple Quay Bristol BS1 6ED We will get back to you in 5 working days, if not sooner. The way we handle complaints is governed by The Gas and Electricity (Consumer Complaints Handling Standards) Regulations 2008 (you can see them at In line with the OFGEM Complaint Handling Standards, every year we publish the number of complaints we have had that we couldn t sort out by the end of the following working day. Useful addresses Age UK Website: Telephone: Royal National Institute for the Blind (RNIB) Website: helpline@rnib.org.uk Telephone: Address: 105 Judd Street, London, WC1H 9NE Citizens Advice To get contact details for your nearest Citizens Advice bureau (CAB), go to or try directory enquiries. Or, if you want to try the Citizens Advice Consumer Helpline: Website: Telephone: Textphone:

7 Energy Supply Ombudsman Website: Telephone: Textphone: Address: Po Box 966, Warrington, WA4 9DF Royal National Institute for the Deaf (RNID) Website: Telephone: (freephone) Textphone: (freephone) SMS: Address: Featherstone Street, London EC1Y 8SL Need some extra help? Energy can be a bit complicated, so we have put together some guides to help you: Energy efficiency. Pay As You Go meters. Free gas safety checks. Payment difficulties. Find them online at If you would like any of these in large print, Braille or in any other language, let us know. Get in touch If you have any questions about this Code of Practice, our friendly team is always on hand to help. us: Call us: Write us a letter: Peterborough Energy c/o OVO Energy One Rivergate Temple Quay Bristol BS1 6ED And if you want to see our other Codes of Practice, helpful guides and FAQs, go to