What we did

  • We removed the word ‘rechargeable’ and made the information more accessible
  • We made the tone of the letter friendlier
  • We acknowledged issues are not always within the customers control and offered people to contact us again if issues continue
  • We said that simple changes can help prevent mould and damp and offered advice
  • We gave advice on how to dry clothes if it is not possible to dry them outside
  • We included information on who to contact if you are concerned about utility bills and prices
  • We included information about our Energy Efficiency team to make sure you are getting the most support in the cost of living crisis
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Consultation has concluded