Skip to content

INDIVIDUAL NEEDS

Support and advice for customers who need a little extra help

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.

Our Individual Needs Register

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:

  • Provisions when the supply is interrupted.
  • Protection from cold or 'bogus' callers with a password protection scheme.
  • Talking, Braille or Large Print bills for those with visual impairments.
  • Alternative ways of getting information.
  • Priority in emergency situations and priority fault repair.
  • Arrangements for your bills to be managed and discussed by someone else.

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.

Sign up to the register here or call Customer services

Read our Individual Needs Guide to find out more about how we can help

Security

We'll let you know in advance before one of our 95 Degrees 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 95 Degrees 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.

Nomination Scheme

You can nominate someone to discuss or manage your bills on your behalf. Nominate someone else to:

  • Deal with general account queries and billing queries.
  • Be contacted if bills are not paid.
  • Receive bills on your behalf.
  • Pay bills but is not legally liable.

Paying Your Bill

95 Degrees 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.

Complaints

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.

If you have a complaint, our formal internal complaints procedure can be found here or you can log a complaint by calling our UK based call centre here.

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.

Next Generation Text Service (NGTS)

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.

Website: http://ngts.org.uk/
Telephone: 0800 7311 888
Textphone or NGT Lite app: 0800 500 888
c/o Internal Box 14
Telephone House
170 – 175 Moor Lane
Preston
L ancashire
PR1 1BA

Relay Assist

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 User Calls To The Emergency Services

Textphone users needing to call the emergency services (police, fire, ambulance or coast guard) should dial 18000.