Entering your home

Most appointments made by NEDL/YEDL are at your request. However, from time to time we may need to visit your home to inspect or maintain our equipment.

The visit will either be made by one of our staff or a contractor working for us. NEDL/YEDL follows a code of practice so that customers can be sure that all visits are made by properly-trained, genuine staff or contractors.

• All NEDL/YEDL employees and contractors will show an identity card showing their Company name, their own name and reference number and a colour photograph of the individual.
• Where possible, all vehicles used for visits to customers' premises will carry the NEDL/YEDL or contractor's logo.
• Where possible, all NEDL/YEDL employees will wear clothing indicating they are from NEDL/YEDL.
• All NEDL/YEDL employees and contractors will be able to inform you of the emergency telephone number as well as the enquiries number upon request.
• NEDL/YEDL employees will be able to give you explanations and information on matters relevant to the purposes of their visit.
• NEDL/YEDL will take all necessary steps to ensure that all ID cards are returned when an employee leaves the Company or following the expiry date of the card.
   

If you have any doubts about whether a caller is genuine, do not let them into your home.

NEDL/YEDL will ensure that its employees and contractors are aware of the contents of this code and will comply with it at all times. They will be suitable, appropriately qualified and fully trained for the purpose of the visit, and will be calm and courteous at all times in their dealings with you. They will give clear and accurate explanations and will respect your premises.

Passwords

If you are blind, have poor sight or you would just like to feel more secure, we can agree a password with you when we make an appointment. If your supplier has arranged a metering appointment, please ask them to agree a password with you; we will use this when we visit you.

Keeping Appointments

Appointments can be made on a mutually agreed basis for a morning or afternoon call or, if required, within a 2 hour time band during the normal working week. If we agree an appointment with you, we will do our best to keep it, unless we agree an alternative date with you. If we do not keep the appointment, we will make a fixed payment to you via your supplier.