Customer Care Register
Help For Those Who Need It
Extra Support When You Need it
We understand that some customers may need additional support when managing their electricity supply. Our Customer Care Register helps us, help you when it's needed.
If your circumstances mean you need a little extra assistance, joining the register makes it easier to interact with us. You can fill out the form at the bottom of this page.
What Is the Customer Care Register
The Customer Care Register helps us identify customers who may need extra support when contacting us or managing their electricity account.
A customer may be considered vulnerable if their personal circumstances reduce their ability to engage effectively with services or manage their electricity supply independently. These circumstances may also increase the risk of negative impacts on health, well-being, or finances.
By joining the register, we can ensure that the right assistance is available and our team understands your needs.
A vulnerable consumer is significantly less able to protect or represent their interests and significantly more likely to suffer detrimental impacts on their health, well-being, or finances. If this is your experience, you may benefit from joining our Customer Care Register.
Read our Code of Practice for Consumers in Vulnerable Circumstances.
Click here to read our Annual Report on compliance with Code of Practice (CoP) for Consumers in Vulnerable Circumstances.
Your feedback matters. Click here to read our Customer Feedback Policy.
Who May Benefit?
You may benefit from joining the Customer Care Register if you, or someone in your household, experiences circumstances such as:
- Elderly
- Mobility Impairments
- Speech Impairments
- Visual Impairments
- Hearing Impairments
- Language Difficulties
- Dexterity Impairments
- Learning Difficulties
- Mental Health Conditions
- Terminal Illness
- Financial Vulnerability
- Bereavement
Our goal is to ensure that every customer, regardless of their circumstances, receives the assistance they need to safely and reliably access electricity. We are committed to working with you to provide the best solution to your needs.
How Budget Energy Help
If you join the Customer Care Register, we can offer additional support, such as:
- Extra time and assistance on calls, and when meter readers come to your door.
- You can appoint a trusted person, such as a family member, friend or carer, to communicate with us on your behalf if you need it.
- We can help manage your account or set up alternative billing arrangements.
Update Your Details
You can update your details via our Customer Care Register form at the end of this page.
When you register, please let us know why you might need that little bit of extra support so we can make sure we're offering the right kind of help for you.
We're always here to listen. If you'd prefer to talk to someone, our friendly team is only a call or a click away. You can reach us on 0800 012 1177 or get in touch via live chat below.