Code of Practice for Access to the Premises of Half-Hourly and Non Half-Hourly Metered Customers


This Code of Practice covers:

We will be represented by either: the local Electricity Distribution Company; a Meter Operator; a Credit Management Company; a Meter Reading Agency or a third-party representative who will carry out all the necessary works or investigations at your property. When entering your property, our representatives will act in accordance with the terms of the Rights of Entry (Gas and Electricity Boards) Act 1954.

1. Why we may need to visit you

We may need to visit you to:

If we need to visit, we’ll let you know why in advance by letter or phone call.

2. Our policy and procedures for visits

We’ll try to visit you at a convenient time, and can arrange appointments for mornings or afternoons.

If we’re visiting to recover unpaid bills, we’ll give you at least 5 working days’ notice of the date.

Whatever the reason for our visit, our representative will always show you an identity card and tell you why they’ve come.

For any more information, please contact us on the number at the bottom of this page.

3. Selection and training of our representatives

Any third-party representatives that visit on our behalf are thoroughly vetted by the companies that employ them. They must pass stringent checks before visiting your premises.

In additions to being properly qualified and trained, these representatives will be:

4. Identification of our representatives

All representatives will carry an identity card showing:

If you’ve requested and agreed a password, the representative will be aware of this when they visit. Additionally, the issue, use and return of all identity cards is strictly controlled by the representative’s employer. Any representatives who don’t wear a uniform will show you their identity card as soon as they arrive at the door.

If you think a caller isn’t genuine, don’t let them in. Either call Drax on 01473 725943, or contact the police immediately.

5. Complaints

To make a complaint about a visit to your property, or another aspect of our service, please contact your Customer Advisor. You can find their name, direct dial phone number and email in your welcome letter or on your bill. For more information please visit our complaints page.

If you don’t have either to hand, please contact us:

We’ll investigate any complaint and you’ll receive a response within 2 working days.

6. Monitoring our performance

We consult regularly with the Citizen’s Advice Bureau on the type of information they want us to report.

7. Guaranteed Standards of Performance

We’re committed to providing the highest standards of customer service. When we organise an appointment about your electricity supply, we’ll try our best to arrange it at a time that suits you. We aim to offer appointments within a 4-hour time slot Monday to Friday. And if we can’t make the appointment and don’t tell you in advance, we’ll pay you £30*

*Exemptions and limitations apply. Please contact us for full details of our guaranteed standards of performance

8. Where you can get independent advice

If you have a problem, please contact us first and we’ll try to resolve it.

If you’re experiencing financial difficulties and struggling to pay your electricity bills, the best approach is to let us know as soon as possible. Visit our Payment difficulties page.

Otherwise, you can get independent help here:

Citizen’s Advice Bureau Web: or, Telephone: Adviceline (England): 0800 144 8848 Advicelink (Wales): 0800 702 2020

If you remain unsatisfied with our response or your complaint is still unresolved after 8 weeks have elapsed since contacting us, you can get in touch with the Energy Ombudsman. This is an independent body that may be able to assist.

Energy Ombudsman Web: