I’m grateful that utility companies offer priority registers, it’s of huge benefit to vulnerable people and/or those with additional needs. Getting extra help in an enduring power cut or if a pipe bursts and feeling safe in the knowledge that your household will revert to “normality” as soon as humanly possible is a comfort and a lifeline. I urge people who feel that this kind of service would be beneficial to them to get in contact with their utility suppliers and log their disabilities/long term health conditions. It shouldn’t take too long and will give you peace of mind.
The issue I have is with the shortsightedness of Severn Trent, the lack of awareness of staff and the mistakes on their letters. I have been in touch with them and given advice but sadly, it has been ignored.
Worse still, they have failed to update the account in question and sent a second letter asking if my relative would like to remain on the priority register after they made me jump through hoops to get the message (Yes please!) across only a week or so ago.
Their first mistake was in the initial letter. Not only does it lack clarity, it gives you several options to get in touch – we wanted to speak to a human being, so opted to phone during the hours listed on the letter.
The automated instructions weren’t too clear, the pathway we went down first resulted in a message saying that the lines were closed. We then tried the other option – this was the emergency line. It seemed peculiar that they should send us in this direction for a simple admin task, but the letter said that we were calling within office hours, so…
We got through to a lovely lady, who told us that the team we wanted to speak to had all gone home almost two hours previously and that we should try again another day, ensuring that we phone before 6pm.
The next day we called again.
I explained to the operator that we were calling in response to a letter, asking if we wished to remain on the priority register. I also explained that I am a named third party on the account and my relative has communication difficulties. Immediately, the lady asked me to put my relative on the line to give consent.
I had to explain the situation again. I was met with resistance and I asked what was the point of having representatives named on the account if they weren’t allowed act as an advocate. I was told that she couldn’t help me unless verbal consent was given by the account holder. I asked to be put through to the complaints department.
I re-explained the situation then informed her about the customer service and lack of disability awareness. I was met with an excuse about how the first operator of the day was only asking for verbal consent out of habit as I wouldn’t be able to make any financial changes without it unless I sent in Power of Attorney documents. Fair enough, but I had no intention of making any financial changes – I was just replying to a letter they had sent!
I went on to say that the line opening times need to be corrected and asked why letters of this type are sent out.
The letter needs to be clear about what the recipient needs to do. Surely it shouldn’t be a “we’ll take you off the register if we don’t hear from you” letter? Asking customers to respond if they no longer need priority services would make more sense.
People with long term health conditions and disabilities tend to have a lot of medical admin to contend with; adding to it in a way that causes distress and making it hard for them to respond isn’t very considerate.
I also stated that they should at least make sure that the reason the individual is on the priority list isn’t incurable or even terminal. Her response was that some illnesses/disabilities do get better.
The point is, some don’t.
Severn Trent should distinguish between the two and only send such letters to those who potentially can resume full health and fitness. It’s basic common sense and good customer service.
The complaint handler went on to say that she was happy for me to respond to the priority services question and that she updated the account accordingly.
Result! Or, so I thought… They’ve only gone and sent us exactly the same letter. Poor show Severn Trent, good customer service doesn’t appear to be a priority for priority service users.
I’d be happy to work with you on a more inclusive & accessible process for your customers.