Regulatory information

• PDF file: Gas Safety Statement (146KB)
• PDF file: Terms and conditions (112KB)
• PDF file: Guide to Service Standards 2008-2009 (271KB)
• PDF file: Fuel mix disclosure (192KB)
• PDF file: Complaint Handling Statement (526KB)
• PDF file: Paying your energy bill (122KB)
• PDF file: Prepayment Meter Statement - Information on Pay As You Go Services (95KB)
• PDF file: Careline statement (225KB)
• PDF file: Visiting your property (160KB)
• PDF file: Fuel Poor code of practice (116KB)

Please note: With immediate effect we have amended clause 11.2 of our Terms and Conditions, which details termination arrangements. Please see version below dated from 1 April 2009.

For calls-only talk customers, your terms and conditions will be different from those shown in the link below. The main difference is that your phone service is not defined to include line rental.

If you would like a copy or have a question about your own terms and conditions, please contact Customer Service on 0845 678 0053.

• PDF file: Terms and Conditions - valid up to 1 April 2009 (158KB)
• PDF file: Terms and Conditions - valid from 1 April 2009 (112KB) 
• PDF file: Calls only phone service code of practice (309KB)
• PDF file: Sales and marketing of fixed-line telephone service code of practice (300KB)
• PDF file: Phone service code of practice (288KB)
• PDF file: talk Complete Price List (872KB)
• PDF file: talk Operator Service Guidance (1.2MB)