Code of Practice for Access to the Premises of Half-Hourly and Non Half-Hourly Metered Customers
- This Code of Practice describes how Drax meets its obligations under Electricity Supply Licence; Standard Condition 13
- Drax will only use fully accredited organisations for the provision of Meter Operation services and Data Collection services
- Drax will ensure that each organisation it deals with for these services, has a properly agreed Code of Practice for entry to Customer’s Premises
- Drax will monitor any complaints made by customers regarding the conduct of the organisations it uses to provide these services. Where Drax receives such complaints, it will investigate the complaint with the organisation and respond to the customer. It will ensure any compensation agreed by the organisation for the Customer is passed on via their bill. For more information on our complaints process please visit our complaints page.
This Code of Practice covers:
- Why we may need to visit you
- Our policy and procedure for visits
- Selection and training of our representatives
- Identification of our representatives
- Independent advice
We will be represented by either: the local Electricity Distribution Company; a Meter Operator; a Credit Management Company; a Meter Reading Agency; or our own company representative, who will carry out all the necessary works 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:
- Maintain, check or read your meter
- Install a different type of meter
- Check your supply after a supply interruption
- Cut off your electricity supply (as a last resort) if you’ve not been responding to us about overdue payments
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:
- Polite, courteous and calm
- Understanding of your circumstances
- Fit and proper persons for the job they will carry out
- Aware of your need for confidentiality
- Able to provide you with a clear explanation of the purpose of their visit
- Aware of safety and know who to contact for assistance if they encounter a problem with your electricity supply
- Respectful towards your property
- Professional, in that they will not show undue familiarity
- Sensitive in their use of language.
4. Identification of our representatives
All representatives will carry an identity card showing:
- Their name, employee identification number and signature
- A phone number for you to ring if you want to confirm their identity
- The expiry date of their ID card (expired cards are returned)
- The name of the company they represent
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.
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.
If you don’t have either to hand, please contact us:
- Telephone: 01473 725943
- Email: firstname.lastname@example.org
- Address: Drax Energy Solutions Limited, The Havens, Ransomes Europark, Ipswich, Suffolk, IP3 9SJ
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.
Otherwise, you can get independent help here:
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: www.energy-ombudsman.org.uk