Additional support
How do I prepare for winter?
As winter approaches, please carry out the following steps:
- Please switch on your heating and check that your heating system is working properly. If you experience any issues, please call 0800 138 4560 or click here for other ways to get in touch.
- We understand that your circumstances can change. If you find yourself in a vulnerable situation or needing additional support please contact us or click here to find out more about our Priority Services Register.
- Saving energy whilst keeping warm can be difficult in the winter, click here to read our advice on finding the right for each room and how to set your thermostatic radiator valves.
- For more information on staying warm and well during the winter, please click here.
Priority Services Register
The Priority Services Register is a free service which can help you get additional help should you need it.
By registering with the Priority Services Register, you can receive the following services: Knock and Wait, Accompanied Visits, Bill Nominee Scheme, No Cut Off Policy.
You could be eligible for this support if you have reached your state pension age, are disabled or have a long term medical condition, are recovering from an injury, have a hearing or sight condition, have a mental health condition, are pregnant, have children under 5 or have extra communication needs.
If you believe you may be eligible and would like to sign up to the Priorities Service Register, please get in touch support@lighthouse-energy.co.uk
Once we have logged your details you (or your representative) will be sent some forms to complete and return. Once the forms are returned, our database will then be updated and the documents will be stored in a secure location. We will keep your details secure in accordance with the GDPR regulations.
For more information on how we can support you, please visit Our Customer Promise
Security against disconnection
It is our policy to ensure customers in vulnerable situations are kept warm.
We closely monitor customers on our Priority Services Register to ensure that they are not without services.
Click here for information about our Priority Services Register.
For more information on how we can support you, please visit Our Customer Promise
Support with communication
We are committed to providing great customer service and clear communications.
When speaking with our team they will check that your understand everything that has been discussed.
The team can also provide additional support and alternative communication formats should you have trouble hearing, are visually impaired, have language barriers or another accessibility requirement. For example, if you are visually impaired, please let the team know if you would like your bill in a larger print format.
For more information on how we can support you, please visit Our Customer Promise
Password Protection Scheme
To give you peace of mind you can sign up to the Password Protection Scheme.
Your safety and well being is our priority. To give you peace of mind you can register for our password protection scheme. This means that if an engineer needs to come to your home, they must quote your password along with showing his official proof of identity. All our engineers carry identity cards which include their photograph.
You can register a password by contacting our team on 0800 138 4560
Bogus Callers
It is rare, but bogus callers may pretend to work for utility companies to gain entry to your home. The Password Protection Scheme helps to stop this, but we also:
- Will not visit your home without making an appointment
- When we do visit all employees and contractors working on our behalf will carry ID cards with their picture on it. Ask to see the ID card before letting them into your home. If you are unsure then please do not hesitate to call our Metering & Billing team and we can confirm their identity.
- Advise you do not phone any other number that the visitor may give you.
If you are ever in doubt, do not open the door and call the Lighthouse team on 0800 138 4560.
For more information on how we can support you, please visit Our Customer Promise
Other support organisations
We work with various support national and local organisations to ensure you are protected and treated fairly.
Citizens Advice is an independent organisation specialising in confidential information and advice to assist people with legal, debt, consumer, housing and other problems in the United Kingdom. Contact Citizens Advice if you aren’t sure about your energy options and believe you need more support.
The Citizens Advice Consumer Helpline: 0808 223 1133 Lines open: Monday to Friday, 9am to 5pm
Textphone: 18001 0808 223 1133
The National Debtline provides free and independent debt advice over the phone and online.
Helpline: 0808 808 4000 Lines open: Monday to Friday 9am to 8pm, Saturday 9:30am to 1pm
StepChange Debt Charity offers free, flexible debt advice to anyone who needs it.
You can contact them online or call the team on 0800 138 1111 Monday to Friday 8am to 8pm and Saturday 9am to 2pm.
The Energy Savings Trust is an independent organisation – working to address the climate emergency and helping empower.
"We empower millions of householders every year to make better energy choices."
Helpline: 0300 123 1234 Lines open: Monday to Friday, 8am to 8pm. Email: energy-advice@est.org.uk
Heat Trust is all about protecting heat network customers.
"We are an independent, non-profit consumer champion for heat networks that holds suppliers to account for the benefit of everyone involved. We strive to make sure customers enjoy the benefits of heating systems fit for the future by setting the standards they should expect, making sure they are treated fairly and working with suppliers to deliver high-quality customer service."
Email: info@heattrust.org
For more information on how we can support you, please visit Our Customer Promise
Nominating a third party
You can name someone to act on your behalf, while remaining responsible for your energy.
You can name a family member, carer or someone else to act you’re your behalf and support you with your energy needs. If you would like to nominate someone you need to send us written confirmation, by letter to our postal address or email to support@lighthouse.co.uk.
Please reference your customer number when contacting us. This can be found on your welcome letter and you can also find your customer number on your prepayment card (it is the number beginning with 200, 211 or 212)
If you would like your landlord or managing agent to act on your behalf, as the account holder you will need to complete and sign an authorisation form. Please call the team on 0800 138 4560 to request a nomination form.
For more information on how we can support you, please visit Our Customer Promise
More frequently asked questions
Priority Services Register
The Priority Services Register is a free service which can help you get additional help should you need it.
By registering with the Priority Services Register, you can receive the following services: Knock and Wait, Accompanied Visits, Bill Nominee Scheme, No Cut Off Policy.
You could be eligible for this support if you have reached your state pension age, are disabled or have a long term medical condition, are recovering from an injury, have a hearing or sight condition, have a mental health condition, are pregnant, have children under 5 or have extra communication needs.
If you believe you may be eligible and would like to sign up to the Priorities Service Register, please get in touch support@lighthouse-energy.co.uk
Once we have logged your details you (or your representative) will be sent some forms to complete and return. Once the forms are returned, our database will then be updated and the documents will be stored in a secure location. We will keep your details secure in accordance with the GDPR regulations.
For more information on how we can support you, please visit Our Customer Promise