Keeping customers informed and reassured

Access to timely information can make a real difference for customers with additional needs. When a customer who relies on medical equipment and refrigerated medication experienced a disruption to their electricity supply, regular updates and ongoing communication helped provide reassurance and support every step of the way.

One customer commented: "Being unexpectedly plunged into darkness, especially when you rely on electrical equipment and have medication stored in the fridge, is always very worrying. The advisor was fantastic, explaining what had happened, what was being done to fix the issue and how long it was likely to take. They also arranged for me to receive regular updates. The fault was resolved quickly and the support I received throughout was excellent. Thank you."