From time to time our agents and representatives may need to visit your home. This may be for the following reasons.
- An engineer may need to come to either read or fix your meter
- A sales representative may knock on your door to provide you with information about new or existing services we provide
- In rare circumstances a debt recovery agent may be sent for debt purposes
Planned and unplanned visits
Where we can arrange a specific time for a visit we will. Our appointments are divided into two time slots, ‘am’ and ‘pm’:
We require someone over the age of 18 to remain in the property for the duration of the arranged time slot. If we call and you aren’t there, we push a card through your door to let you know that we’ve called. You may also be charged for missing the appointment.
If you are not home when call we might not be able to get back to you on the same day, but if you call Customer Services, we will reschedule the appointment for as soon as possible.
All of our representatives that visit your home will wear a valid photo ID badge. In some cases our representatives will be from other companies who we have appointed to look after you. You should always check the identity and business of any person before letting them into your home. All visiting representatives will have an identity card that they will show you without being asked. They will also confirm the exact reason they are calling.
You should check the card thoroughly; it should contain the following information:
- Our name – Avid Energy or the name of the Network Operating Company, Meter Operating Company
- The name of the representative
- A colour photograph of the representative
- An expiry date (all cards are handed back on expiry or when a representative leaves the company)
- A telephone number that you can call to check their identity
- Their Agent ID Reference
If you have concerns about security, we offer a password scheme. This password can be up to 25 characters long. It is chosen by you and updated in our system. We will only ever give your password to our Representatives and Meter Reading, Network Operating Company Representatives who need to know it, and you can change it as often as you like.
We require the person that lets the engineer to be over 18. The identity of engineers calling to your home can be verified by any member of our Customer Care Team. If in doubt, call us on 0330 022 6114.
Avid Energy supply the electricity and/or gas to your property but we do not own the pipes and wires used to transport these around the country. Network operators both local and national provide these connections under an individual licence which is enforced by Ofgem.
In some circumstances a Network Operator Company might have to fix or inspect the pipes and wires connecting your property to the grid. When one of these companies needs to visit your premises we will always try to give you advance warning of but in the case of an emergency they may let you know directly. Representatives of the Network Operator companies will rarely need to come into your property however, as it is up to us as your supplier to maintain your meter.
Once we install a smart meter in your home, we can read the meter remotely. Until we install a smart meter we may have to send someone to read your meters manually. We use a third party meter operator to read meters on our behalf, they will always provide identification to show they are calling on our behalf. You are by no means obliged to let anybody into your house and if you would prefer we can supply you with a meter reading card for you to fill in yourself.
Debt Recovery Agents
As a last resort when our customers refuse to pay us we may appoint debt recovery agents. We are reluctant to do this and will help you avoid this eventuality as best we can, so please contact us if you are struggling to pay your bills. Debt recovery agents that we send must abide by strict rules. You can learn all about your consumer rights by calling the Citizen’s Advice Bureau or checking their website. Their contact details can be found at the bottom of this page.
Avid Energy employ sales agents both directly and through established agencies as a means of informing existing and potential customers about our products. We thoroughly train our sales agents and insist that any sales agents that work on our behalf undergo extensive product training. The agents we employ work from 9am-8pm from Monday to Thursday and 9am-6pm on Fridays, and comply with the code of conduct for sales. They will only ever sell at booked events or door-to-door and will never approach you in the street.
Our sales agents will ALWAYS be able to present you with a valid ID badge. This includes:
- A recent photograph of the Agent
- The Avid Energy logo
- A contact number for Avid Energy
- An expiry date
- Sales Agents must be able to present a valid Avid Energy ID badge at all times.
- Many of our agents also choose to wear an Avid Energy uniform, which consists of a jacket or polo shirt with our logo on it.
If an agent of ours calls to your home and you decide to switch to us, we will always contact you to ensure you are entirely happy to switch to us. We will not process a contract without validating it over the phone. Please note that our Sales Advisors are trained to answer any questions that you may have at this point.
We expect the highest standards of our third parties and monitor them carefully to ensure they continue to deliver for our customers. If you are concerned about the conduct of one of our representatives please contact us immediately. Our Customer Services Team will be on hand to deal with any concerns you may have as a matter of urgency.
We always check that the person signing up is responsible for the household bills and is over 18. We will always take steps to accommodate any vulnerabilities a customer makes us aware of and will wait and speak to a vulnerable customer’s carer or next of kin if this is deemed necessary.
If you would like any independent advice on your energy consumer rights or how to reduce your energy bills then you can visit the Citizens Advice consumer service website. Citizens Advice provide free, confidential and impartial advice on consumer issues. Visit www.adviceguide.org.uk or call the Citizens Advice consumer helpline on 03454 040 506.
- Call – 08088 084 000
- Website – www.nationaldebtline.co.uk
Making a Complaint
If you have a Complaint or any feedback one of our agents it’s best to contact the Sales Team:
All members of staff are trained to deal with your complaint. You can, at any point in this proceeding, ask to speak to a Manager. If we fail to resolve your complaint to your satisfaction within 8 weeks, then you are within your rights to seek impartial advice from the Energy Ombudsman. The Ombudsman is an independent body which helps to resolve complaints for customers; it can ask us to apologise, take some practical action or offer a financial reward to a customer.
Call – 0330 440 1624
Website – www.ombudsman-services.org
Copies of these documents can be posted to any of our customers free of charge