firmuscare scheme
At firmus energy, we understand that no two customers are the same and it is important to have a range of services to meet their differing needs.
To help try and make life as easy as possible for our customers, we have set up the firmuscare service to help us look after customers who have specific requirements.
firmuscare offers a range of services designed to help older customers (60 years of age or over), customers who have a disability (including those who have hearing or sight impairments) or who are chronically ill.
In addition to the services listed in this leaflet, our local customer relations team can be contacted on 08456 08 00 88 (text phone / minicom 08456 03 10 88) and they will be only too pleased to talk to you about these services and answer any questions you may have.
By taking note of your specific requirements, we hope to offer you the best service possible for all your gas needs. These services are offered voluntarily, free of charge and are completely confidential.
firmus energy will offer homeowners a free gas boiler service on your natural gas heating installation if you are:
- 60 years of age or over and living alone or with someone else who qualifies or is living alone with a minor,(under 16 years)
- registered as disabled and living alone, or with someone who also qualifies or is living alone with a minor,under 16 years)
- receiving a state disability benefit and living alone, or with someone who also qualifies or is living alone with a minor (under 16 years)
This free gas boiler service can be carried out annually. If further work is required, there may be a charge for this. Any work involving gas or gas appliances must be carried out by a registered Gas Safe (Council of Registered Gas Installers) installer who should provide you with a quote before the work is carried out.
If during the course of the free gas boiler service the Gas Safe registered installer discovers that an appliance or installation could be dangerous, they may have to shut off the gas supply until the problem is fixed. This will only be done where it is necessary to protect your safety and they will let you know if they have done this and why.
Gas appliances should be serviced regularly and in line with the manufacturer's instructions to ensure they run efficiently.
If you would be interested in having a free gas boiler service please call our customer care line on 08456 08 00 88
(text phone / minicom 08456 03 10 88).
special controls and adaptors
There are some special controls and adaptors available for gas appliances to make it easier for customers who have dexterity difficulties.
Our free of charge service means that if you let us know what problems you are experiencing, we will ask a representative to contact you and advise what aids are available and if they are suitable
for your appliance.
If your appliance is suitable for these adaptors, we will fit them free of charge.
talking bill service
If you are visually impaired or find it difficult to read your bill, we will ask one of our representatives to phone you each quarter and give you the details on your latest bill.
Additionally, we can produce your bill in either braille, large print or audio format. All you need to do is call us on
08456 08 00 88 or if you have a minicom ring 08456 03 10 88, then ask
for the format you require.
nominee scheme
If you have difficulty reading your bill or if there is someone, not living at your address, who helps you look after your finances, we can arrange for your gas bill to be sent to them. You can also provide us with the name and telephone number of a relative, neighbour or close friend we can contact on your behalf.
meter reading
If you find it difficult to read your meter, contact us on 08456 05 00 88 (text phone / minicom 08456 03 10 88) and we can talk you through it.
moving your gas meter
If you have difficulty getting to your meter we can arrange a free visit from an engineering representative who will undertake a survey to consider if it is possible to move it. If technically feasible, this will be offered free of charge.
We have trained staff who can visit your home and advise you on the most efficient use of your gas heating system and/or gas appliances.
If you think any of the services outlined would be helpful to you, please fill in the download form and return it to us by
post or just phone our customercareline on 08456 08 00 88 (text phone / minicom 08456 03 10 88) with your details.
We can then contact you to confirm which of our services you would find useful.
