Our service to you

Powering communities

To find out more about the following, click the links below:


Your benefits and our commitment to you
How to make your home more energy efficient
Ways you can pay for your energy consumption
Your safety and what to do in emergencies
Help, advice and service
Our Priority Services Register
How did we do?
Contact us
Further help and support

If you can't find what you need you can download our 'Our service to you' booklet here.


CitizEn Energy - an energy company that’s powering communities


CitizEn Energy is brought to you by Southampton City Council, together with a number of other local authorities across parts of the south, south west and the midlands. We work in partnership with Robin Hood Energy, a not-for-profit energy supplier who shares our ethos. 

Our ambition is to reduce fuel poverty across our local communities by providing energy as cheaply as we can. We know that one of the best ways to support struggling, low-income families is to help them save on their energy bills. We work especially hard to support prepayment customers who are often offered uncompetitive, expensive tariffs by large energy companies. We are also working together with other not-for-profit organisations to deliver energy savings in your community. 

CitizEn Energy is working towards a future where no one has to choose between food or fuel. 


Your benefits and our commitment to you


At CitizEn Energy we’re committed to delivering you an excellent service. You’ll benefit from our low prices, discounts for credit accounts managed online and energy saving tips. All of this will help you manage your energy usage easily and with confidence. Our standards of service give you help and safety advice to ensure you get the most out of your energy account.
We put our customers at the heart of what we do. There are no hidden costs, we are open and honest and we will do our best to help you every step of the way.

We offer: 

  • A UK-based call centre 
  • Energy delivered simply and honestly 
  • A discount for credit customers who manage their account online.


Our service standards cover both the standards we will deliver as a business, alongside the Guaranteed Standards of Performance that are required by Government and the industry regulator, Ofgem. These standards underpin our service and provide the framework for all our business activities ensuring we provide you with a positive customer experience, value for money and a fair and clear billing process.

Guaranteed Standards of Performance ensure that you receive service levels that should reasonably be received by all energy customers and are expected to be provided by all energy providers.

If you have a problem or query, we’ll aim to resolve this as quickly as possible. There are a number of ways you can get in touch with us:


How to make your home more energy efficient


Being smart with how you use your energy can help make a big difference to both your bills and the environment. Here at CitizEn Energy we can offer you advice to help make your home more energy efficient and cost effective to run. By making a few small, simple changes around your home you can reduce your energy consumption and quickly start saving money. Follow the simple tips below.

The figures below are calculated using models or are based on evidence of field trials of products. The amount of money that can be saved will differ from household to household.

Five simple energy efficiency tips:

  1. Turn the heating down a bit. When you reduce your thermostat by just 1°C, you could save around £85- £90 and 310 – 360kg of carbon dioxide per year. 
  2. You can save around £30 a year just by remembering to turn your appliances completely off instead of leaving them in standby mode. 
  3. Turn your lights off when you’re not using them. If you switch a light off for just a few seconds, you will save more energy than it takes for the light to start up again, regardless of the type of light. This will save you around £15 on your annual energy bills. 
  4. Drying clothes outdoors on a washing line or indoors on a rack costs nothing and uses no energy so it’s a much cheaper way to dry your clothes. If you do need to use a tumble dryer then choose one with a good energy rating. 
  5. Cut back on your washing machine use by one cycle per week and save £5 a year on your energy bills and a further £8 a year on metered water bills.

Source: The Energy Saving Trust

Find out more over on the Energy saving tips page.

Financial help

There may be financial help available for you to improve the energy efficiency of your home and make it warmer, more comfortable and cheaper to run.

If you live in Southampton or Hampshire you can contact local charity the Environment Centre (tEC) on 0800 804 8601 for advice and information - let them know CitizEn Energy put you in touch.

If you live outside of Southampton and Hampshire you can contact your local authority, to check what help is available in your area. 


Ways you can pay for your energy consumption


At CitizEn Energy, we want to make things as simple as possible and paying for your energy usage is no exception.

Here are the ways that you can pay for your energy services:

  • Direct debit - our monthly fixed direct debit and monthly variable direct debit options make it easy to pay by automatically collecting your fixed or billed amount each month 
  • Online - if you haven’t already, you can register for an online account and submit your readings at any time. If you are a credit customer you’ll get an annual discount of £22.50 per fuel if you manage your account online and go paperless
  • Credit/debit card - call us to make a payment on 0800 953 0165 or pay online
  • Cash payment - you can pay by cash at any Post Office or Paypoint outlet. Please remember to take your bill with you to the Paypoint outlet. Your bill has a bar code on it which you will need when paying.

Getting help to pay your bill

If you, or someone you care for, are finding it difficult to pay then please contact us for advice. Our Customer Service Officers will listen, take into account you individual circumstances and advise you on the payment options available.


 Payment options include:

  • Setting up an arrangement to pay an agreed amount weekly, fortnightly, or monthly, to help you repay what you owe in manageable instalments 
  • Installing a Pay-As-You-Go meter 
  • Fuel Direct - this is a payment scheme that enables you to pay your energy bill directly from your means tested benefits.


What happens if you don’t contact us and don’t pay?

Taking further action is the last thing we want to do, so please contact us as soon as you can. If we don’t hear from you we will:

  • Contact you using the details you have given us 
  • Pass your account information to a debt collection agency 
  • Obtain a warrant to gain entry to your home to fit a Pay-As-You-Go meter, where it is safe to do so.


In the event that you don’t pay and we are unable to install a Pay-As-You-Go meter, we can disconnect your supply. We will not disconnect during the months of October to March if the house occupant is of pensionable age and lives i) alone, or ii) with other people that are all of pensionable age or under the age of 18.


We will take all reasonable steps not to disconnect during the months of October to March if one of the house occupants is disabled, chronically sick, of pensionable age or vulnerable.
If you do experience any difficulties, call one of our Customer Services Officers on 0800 953 0165 as soon as possible. We are open 8am to 8pm Monday to Friday, and 8am to 5pm on Saturday.


Your safety and what to do in emergencies


Helping you stay safe

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance then please call the free Gas Emergency Services emergency line immediately on 0800 111 999.


 You should also ensure that you:

  • Open all doors and windows to ventilate the property 
  • Do not turn on/off any electrical switches 
  • Extinguish all naked flames, do not smoke, strike matches or do anything which could cause ignition 
  • If there are any electrical security entry phones/locks in the property then please do not use them and open doors/windows manually 
  • All gas appliances need an adequate air supply to operate safely and must have a flue to remove the waste gasses from the property
  • Make sure that air vents in doors, windows or walls are not blocked and that the flue from the fire or boiler does not become blocked or obstructed.


Important safety checks 

Never:

  • Use a gas appliance if you think that it is not working properly 
  • Cover an appliance or block the convection air vents 
  • Block or obstruct any fixed ventilation grills, air bricks or outside flues.


Warning signs:


 Your gas appliance may not be working properly if you notice:

  • Yellow or orange coloured flames (except in fuel-effect fires) 
  • Soot or yellow/brown staining on or around gas appliances 
  • A pilot light that frequently blows out
  • Increased condensation on the inside of windows. 

Source: The Health and Safety Executive


Gas safety checks

The Health and Safety Executive (HSE) advises all gas consumers to have their gas appliances and fittings checked for safety annually by a Gas Safe registered installer. At CitizEn Energy we may be able to offer a gas safety check for you which will be carried out by a fully qualified engineer. This service will be free for customers who own and occupy their home, are in receipt of means tested benefits, have not had a gas safety check in the last 12 months and:

  • Live with at least one child who is aged under 5 years, or 
  • Are over 60 years of age, disabled or chronically sick, and: 
  • Live alone; or
  • Live with others, all of whom are over 60, under 18, disabled or have long term health issues

For more details, please contact us on 0800 953 0165.


If, during a gas safety check, the engineer finds that an appliance is dangerous, it will be condemned and cannot be used until it is repaired or replaced and no longer poses any further danger. If this happens, and you need support or advice, you can call the Gas Safe Register enquiry number on 0800 408 5500 (lines open Monday to Thursday 9am-5.30pm and Friday 9am-5pm).

Alternatively visit their website at www.gassaferegister.co.uk


Help guard against carbon monoxide - “the silent killer”


You can’t see it, smell it or taste it, but carbon monoxide gas can kill or seriously injure in just a matter of hours. Carbon monoxide gas can be produced by faulty gas appliances, so, to ensure your home is safe, you will need to be aware of the following risks:

  • Your gas appliance has not been properly installed 
  • The gas appliance is not working properly or has developed a combustion fault 
  • Your gas appliance has not been regularly maintained by a Gas Safe registered engineer

Symptoms of carbon monoxide poisoning can often be mistaken for flu or food poisoning and may include all or any of the following: 

  • Recurring headaches 
  • Nausea, sickness or stomach pains 
  • Dizziness 
  • Tiredness or drowsiness 
  • Chest pains 
  • Visual problems 


Symptoms may come and go, for example, improving when you’re away from home or when the faulty appliance is switched off. If you suffer from any of these symptoms, seek medical advice and ask if carbon monoxide poisoning may be the cause.


For further information and advice on the dangers of carbon monoxide poisoning, please visit www.co-bealarmed.co.uk


Help, advice and service

We want you to have all the information you need to hand, so to help you get the most from your account with us, our Help & advice section is full of useful material, including energy tips and advice. If you can’t find something, let us know so we can put it right. 

Find out more

Our Priority Services Register

We want to ensure that all our customers receive the best possible service to meet their needs. If you have special requirements, you may want to add your details to our Priority Services Register. The Priority Services Register is a list of customers who qualify for additional support.

Customers who qualify for the Priority Services Register can include:

  • Customers of pensionable age 
  • Customers with a disability 
  • Customers who are chronically sick 
  • Vulnerable customers or customers in a vulnerable situation.


These are some of the free services that we can provide to our Priority Service Register customers: 

  • You can agree a password that can be used for you to identify any person working for us or for your gas or electricity network company
  • You can send your bill or statement to any person you nominate as long as that person has agreed to receive it for you
  • If no-one at your home is able to read the meter we can arrange for a quarterly reading and inform you of the reading 
  • If your meter is difficult to access and you can’t read or insert your payment card/key, we may be able to arrange for the meter to be relocated

If you’re visually or hearing impaired we also provide the following support to help you manage your account: 

  • Large print or braille bills - you can choose to receive your electricity and/or gas bills and statements in large print or in Braille, for free
  • Audio bills - you can choose to receive your electricity and/or gas bills and statements in audio format.
  • You can complain, ask or receive information relating to your energy supply, bill, or any other service you currently receive, in an appropriate format to suit your needs.


If you would like to receive these, or any of our other support services, then just call us on 0800 953 0165. 

For customers who are deaf or have hearing difficulties, CitizEn Energy are able to offer free advice and support for those who have the correct equipment installed.

 
Join our password scheme

For extra security, you can use our free password scheme. All you need to do is choose a password (make sure it’s something no one else can guess) then call us on 0800 953 0165 and let us know what it is and we will make sure anyone from CitizEn Energy visiting your home can confirm it with you.


Helping you to feel safe

We take your safety seriously. The CitizEn Energy representative that visits your home will have the necessary skills to do the job that they are visiting you for. They will also be able to tell you about where you can find help and advice on your energy supply.

  • Check their ID

Our representatives always carry identification cards. Don’t worry about asking to check their card carefully as genuine representatives of CitizEn Energy won’t mind at all. 

  • Call us

If you’re unsure that someone who’s come to your home really is a CitizEn Energy representative then please call us on 0800 953 0165 before you let them in and we’ll be happy to check their details.


Finding the information you need

Got a question? Need advice or help with your energy account? You can find the answers to frequently asked questions in Help & advice.


How did we do?

At CitizEn Energy, we’re committed to making sure that you receive an excellent service from us and strive hard to get things right first time for our customers. However, we know that occasionally we may get things wrong so if there’s a problem just give us a call and we’ll make sure that we put things right for you as quickly as possible.

If you decide to make a complaint about any aspect of our service, please rest assured that we’ll take your complaint seriously, work hard to resolve the problem and learn from your feedback to improve the way we deliver our services in the future. We’ll keep you informed throughout the complaints process so that you know what is happening every step of the way.

If your complaint relates to a problem with the delivery of your gas or electricity, we will pass it on to your network supply operator to investigate as they are responsible for your supply network.

Tell us if you’re not happy

If you’re not happy with our service, get in touch straight away. You can do this by:


If we can’t sort out your query straight away, we’ll aim to get back to you by the following day. If you email us or write to us we’ll aim to get back to you by the next working day.
To resolve your complaint, we will:

  • Give you an explanation of what went wrong
  • Put things right quickly
  • Apologise if we’ve made a mistake
  • Offer compensation (if it’s appropriate)


If you’re still not happy

We’ll talk to you about how we can work together to sort your complaint out. You can also ask us to undertake an internal review of how we’re handling your complaint.

We’ll work hard to try and get a result that you’re happy with, but if you’re not, we’ll look into things again and you’ll receive what is called a ‘Final Response’ (also known as a Deadlock Letter). This stage means that we haven’t been able to resolve things for you. In the letter, we’ll recap what’s happened and what we’ve suggested and give you contact details for the Energy Ombudsman should you wish to take it further.


Full details of our Complaint Handling Process.


The Energy Ombudsman

This is an independent organisation that offers a free service to help resolve things between us once you’ve received a final response from us; or if eight weeks have lapsed since you made your complaint and things haven’t been fixed. They will make their independent decision and if you agree we have to act on the way they say. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.


You can contact the Energy Ombudsman by:

  • Telephone: 0330 440 1624
  • Textphone: 0330 440 1600
  • Fax: 0300 440 1625
  • Email: osenquires@os-energy.org
  • Post: Ombudsman Service: Energy, PO Box 966, Warrington, WA4 9DF


To find out more about the Energy Ombudsman visit www.ombudsman-services.org/energy


Contact us

Getting in touch with us at CitizEn Energy is easy.

  • Phone us: 0800 953 0165
  • Write to us: CitizEn Energy Customer Services Team, PO Box 10461, Nottingham, NG1 9JS (Please include your details, including your account number, on all correspondence.)
  • Email us: customer.service@citizenenergyuk.co.uk
  • Contact us through our online contact form


What should I do if I have a gas or an electricity emergency?

  • Gas Emergencies


If you smell gas, or think you have a gas leak, please call the Gas Emergency Services immediately on 0800 111 999 (24 hour emergency line)

  • Electricity emergencies


Your electricity network operator looks after the safety and security of your electricity supply. Please contact one of the operators below in the event of an electrical emergency or power outage.

New Component


Electricity Distribution Network Operators


The Energy Networks Association have an online postcode checker to help you identify your energy distributor, or the following information will help you contact the right organisation in the event of a power cut in your area:

Area
Company
Emergency number
Website
Twitter account
East Midlands, West Midlands, South Wales & South West England
Western Power Distribution
0800 6783 105
www.westernpower.co.uk
@wpduk
Eastern England
UK Power Networks
0800 783 8838 (or 0333 202 2021 from a mobile phone)
www.ukpowernetworks.co.uk
@UKPowerNetworks
Southern England
SSE Power Distribution
0800 072 7282
www.ssepd.co.uk
@southernelecPD
South East England
UK Power Networks
0800 783 8866 (or 0333 202 2023 from a mobile phone)

www.ukpowernetworks.co.uk

@UKPowerNetworks

Map and contact information kindly provided by the Energy Networks Association – http://www.energynetworks.org/


Further help and support


We hope in the first instance you’ll come to us if you need any help.


If you’re having difficulty paying your energy bills, please let us know immediately – we’ll do everything we can to help you. Together we can look at the best payment options to suit your circumstances.

Phone: 0800 953 0165

Independent organisations that offer support if you need it:

Citizens Advice (CAB) Consumer Helpline

It’s easy to get free, independent advice so that you know your rights as an energy consumer. You might want to get a better deal, find out how to make a complaint, get advice about the quality of your electricity or gas supply, or ask for help if you’re struggling to pay your bills. To know your rights visit www.citizensadvice.org.uk/energy for up to date information or contact the Citizens Advice consumer service. You can contact them via phone, for England call 08444 111 444.

Website: www.citizensadvice.org.uk

StepChange

Free advice and help with overcoming debt problems:


Financial help

There may be financial help available for you to improve the energy efficiency of your home and make it warmer, more comfortable and cheaper to run.

If you live in Southampton or Hampshire you can contact local charity the Environment Centre (tEC) on 0800 804 8601 or www.environmentcentre.com for advice and information - let them know CitizEn Energy put you in touch.

If you live outside of Southampton and Hampshire you can contact your local authority, to check what help is available in your area.