We understand from time to time, some of our customers will need some extra help. If you let us know what help or services you need from us, you will get the support you need.
If you are a residential customer who is of pensionable age, disabled or chronically sick, or a residential customer with a person living at the Supply Address who is of pensionable age, disabled, chronically sick or under five (5) years old, and in each case registered with Us, we can place you on our Registered Individual Needs Register.
The more information you offer regarding your personal needs, the more tailored a service we can create.
Register with our Individual Needs register and we can give you extra help like:
We will also ensure that we never suspend the heating of a property during the winter months (October through to May) where a registered vulnerable customer lives.
Read our Individual Needs Guide to find out more about how we can help
We'll let you know in advance before one of our 95Degrees representatives, for example an engineer, visits your home. If you are unsure of their identity, you can ask to see official proof of their identity.
Identity cards - All our employees carry identity cards which proof who they are.
If you have any doubts about the representative, call 95Degrees on 02920 028725 to verify their identity.
Doorstop Password Service - You can set up a password on your account which we will quote every time we visit you.
You can nominate someone to discuss or manage your bills on your behalf. Nominate someone else to:
95Degrees can help you choose a convenient method of payment. When you talk to us about your payment options, please tell us about your special needs as, depending on your circumstances, some payments methods may be more suitable.
We understand that it can be difficult to find the money to pay for your heating, so if you tell us that you are having difficulties, we will do all we can to help you manage your payments. If you are finding it difficult to pay your bill, please call us on 02920 028725 as soon as possible - we won’t be able to help you unless you notify us.
If you do have a problem with our service, then our dedicated team are prepared to ensure it is dealt with quickly, efficiently and in line with our Customer Complaints Procedure. This means we will aim to provide a response to all complaints made within 10 working days.
To contact our UK based call centre, please click here. If you need assistance in contacting us, for example, if you have a hearing or speech impairment, you can use the following ways of communicating with us.
NGTS enables hearing and speech-impaired customers to communicate with each other using a relay assistant. If on telephone calls you can’t hear the other person or they can’t understand what you say, NGTS can help.
By using a smartphone, tablet, or computer to make a phone call, you can type to a relay assistant who will speak your words to the recipient. The relay assistant will type their response so you can read what they say.
Telephone: 0800 7311 888
Textphone or NGT Lite app: 0800 500 888
c/o Internal Box 14
170 – 175 Moor Lane
Relay assist is for callers who either need or would like help to make calls. To use this service, you will need to dial a relay assist access code.
If you are deaf, hard of hearing or speech impaired and use a textphone, dial 0870 240 95 98 to be connected to a Relay Assist operator.
If you are calling from an ordinary voice phone, dial 0870 240 51 52 to be connected to a Relay Assist operator.
Alternatively, if you have an internet enabled device, for example, laptop, smartphone or tablet, you may want to download the NGT Lite app. For more information on the NGT app and more about relay assist, please visit the NGTS website; www.ngts.org.uk.
Textphone users needing to call the emergency services (police, fire, ambulance or coast guard) should dial 18000.
The site is a member of the Heat Trust; a new industry-led customer protection scheme, which gives customers complete peace of mind in key areas such as reliability and customer services.