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How can I tell you if I need extra support? 

Get in touch with the team and we’ll do our best to provide support where appropriate.

    You can let us know in whichever way is easiest for you:

    • By phone: Call us on 0191 622 0102
    • By email: Email us at support@oneutilitybill.co
    • By live chat: Chat with us at  https://fusedbills.co.uk/
    • In writing: One Utility Bill, 5 Media Exchange, Newcastle upon Tyne, NE1 2QB

    You only need to share what you’re comfortable with. We’ll listen and work with you to understand how best to support you.

     

    What support can you offer?

    Support varies depending on your circumstances, some examples include: 

    • Extra time to explain information clearly and address your questions.
    • Communication in the way that suits you (e.g. by email instead of phone)Dealing with a trusted third party on your behalf, with your consent (This could be a family member, carer, or support worker) 
    • Consideration for your circumstances when handling billing queries, payment issues, or complaints

    You could also get help understanding the Priority Services Register and, if you’re eligible and happy for us to, pass your details to your supplier so they can put the right support in place. Full details about the PSR and how to apply can be found in our Priority Services Register FAQ here. 

    |The aim is to make sure everybody is treated fairly and can access our services without unnecessary difficulty, no matter who they are or what’s going on in their lives. 

     

    Can you signpost me to other support organisations?

     Yes. Here’s a list of some free, independent support services that could also be helpful.

    These organisations are independent of One Utility Bill and can provide confidential advice and support.