CORONAVIRUS: We are working hard to continue running our services as normal during the second lockdown, but there may be some disruption or delays. Our offices remain closed and staff are working remotely. For the latest information, see our Coronavirus webpage

Older lady on the phone at home

Welfare advice 

It is important that you keep safe and well in your home and we are here to help. Please contact us if you are in need of support. If you are the victim of a crime, please call 101 or 999 in an emergency.

We work in partnership with other agencies like local councils, police and charities to ensure our customers and communities are safe and well.

Below is some useful information that may be of help to you:

Utility failure - priority service

Utility companies run priority services for people who really rely on them. They will do their utmost to prevent supply going off and if it does will restore it as a matter of urgency.

You may be eligible if you receive a state pension, are disabled or have a child under the age of five or you rely on one of the following:

  • home dialysis machine
  • oxygen concentrator 
  • artificial ventilator
  • stairlift
  • adjustable bed

To find out if you are eligible and how to register:

Home energy grants and benefits

If you are struggling to afford your energy bills, you might be eligible for certain benefits, grants and help offered by the government and energy suppliers. For more information:

For more information about benefits and financial support, see:

Bogus callers

Bogus callers may claim to be from the council, police or utility companies. They may also pose as builders or gardeners and try to trick you into paying for unnecessary work. You should never agree to have work completed by someone who is just passing by. 

Our staff always carry photographic identity cards and should show you this if they need to come to your home for any reason.

There are some steps you can take to protect yourself from bogus callers. If someone knocks at your door unannounced:

  • Before you answer, stop and think if you are expecting anyone.
  • Check that you have locked the back door and taken the key out.
  • Look through a spy hole or window to see who it is. You can choose not to open the door.
  • Even if they have a pre-arranged appointment, take time to check their identity card carefully. Close the door while you do this.
  • If you are still unsure, look up the phone number and ring to verify their identity. Never call the number on the identity card, or a number that has been given to you, as these may be fake and you may bespeaking to another fraudster.

If you suspect a caller is bogus, you should report it to your local police force's non-emergency service  by calling 101. If they persist or become threatening, call 999 immediately.

For further crime prevention advice see: