Licence conditions
Gas and electricity suppliers operate under licences issued by Ofgem (see Chapter 1), which has powers to force the suppliers to keep to the conditions in their licences (see Chapter 14). Licence conditions state that gas and electricity suppliers must send details of their policies on entering customers’ homes to Ofgem for approval. Suppliers’ codes of practice require the following.1Code of Practice on Procedures with Respect to Site Access (Electricity); Arrangements in Respect of Powers of Entry; Authorisation of Officers (Gas) •Suppliers’ representatives visiting or entering your home must be fit and proper persons – eg, they must have no relevant criminal convictions.
•Each representative must be identifiable, including by driving marked vehicles, wearing appropriate clothing and carrying a suitable photocard.
•Each representative must be fully trained about the legal powers discussed above.
•Suppliers must operate password schemes for pensioners, disabled or chronically sick customers. If you want one, you can have a password known only to you and the supplier so that you can identify genuine representatives.
•Representatives must be able to tell you where you can get further help or advice in relation to the supply of gas or electricity.
Check your supplier’s website for its code of practice or phone and ask for a copy.