Key contacts for popular questions
Warm Front
If you are a customer of the Warm Front Scheme and you have not already contacted Carillion Energy Services (formerly Eaga), the Scheme Manager, please do so on 0800 316 6011. This is a freephone number and lines are open from Monday to Friday, 8am to 6pm.
Alternatively, you can contact Carillion Energy Services by email: enquiry@carillionplc.com
Or by writing to:
Carillion Energy Services
Customer Management Team
Freepost NEA12054
Newcastle upon Tyne
NE2 1BR
If you have already complained to Carillion Energy Services and now wish to escalate your complaint to this Department, please write to us at DECC, using the address on the Contact us page.
Winter fuel payments
The annual Winter Fuel Payment is available to anyone over the age of 60 and is administered by the Pensions Service. There is a helpline for queries and claim forms for this payment on 08459 151515.
Information is also available on the Directgov website at www.direct.gov.uk under 'Pensions and Retirement Planning'.
Heating Oil Prices
If you believe that the price for heating oil indicates anti-competitive behaviour, you should write, enclosing as much detailed evidence as possible about this, to the Office of Fair Trading (OFT).
The OFT advise that any written complaint or email enquiry should clearly be headed 'Heating Oil'.
By post:
Enquiries and Reporting Centre
Office of Fair Trading
Fleetbank House, 2-6 Salisbury Square
London
EC4Y 8JX
By e mail: enquiries@oft.gsi.gov.uk
By phone: 08457 224499
Consumer Direct
If you are not satisfied with your energy supplier’s handling of your complaint, you need to first take up the matter with the specific company by following its formal complaint process.
Consumer Direct, a Government funded advice service, will be able to assist in referring your complaint to a higher point in the management chain. Consumer Direct can be contacted on 0845 404 0506.
The Consumer Direct website is at www.consumerdirect.gov.uk
Ombudsman
If your energy supplier cannot resolve the matter to your satisfaction, the complaint can then be referred to the Energy Ombudsman. The Ombudsman cannot take on a case until the supplier’s complaint process has been exhausted.
You can contact the Energy Ombudsman on 0330 440 1624 or 01925 530 263. A member of their enquiry team will write down the details and send you a filled-in complaint form.
The Energy Ombudsman’s website is www.energy-ombudsman.org.uk
Energy saving and carbon reduction measures: Energy Saving Trust
For consumer information about energy efficiency measures including heating systems and insulation please contact the Energy Saving Trust advice line: www.energysavingtrust.org.uk or call 0800 512 012 for energy saving advice, ways of lowering fuel bills as well as the latest offers and schemes.
Energy saving and carbon reduction advice for businesses: Carbon Trust
For information about funding for energy efficiency measures for businesses and public sector, please contact the Carbon Trust www.carbontrust.co.uk or call on 0800 085 2005. They may be able to advise on what is available for commercial projects.