Vulnerable Customer Policy

Our Mission

At GoFibre, we’re proud to serve homes and communities across Scotland and the North of England - and that means looking after every customer with care. We understand that everyone’s situation is unique. Some people may need a little extra support all the time, while others may need it temporarily due to a change in circumstances.

Our teams are trained to provide the right level of help at the right time, keeping your experience easy, friendly, and supported from the moment you contact us.

What is a vulnerable customer?

For the purpose of this policy, a vulnerable customer is someone who may be more at risk of harm or disadvantage due to their personal situation. This may include (but isn’t limited to):

• Age-related vulnerabilities
• Physical needs (e.g. illness, a disability, ongoing medical condition)
• Mental health conditions or learning difficulties
• Communication challenges
• Situational factors (bereavement, job loss, major life change, temporary hardship)
• Financial vulnerability (low income, over-indebtedness, reliance on benefits)

We take our responsibility to protect and support vulnerable customers seriously. If you share any accessibility needs or vulnerabilities with us, we’ll make sure this is reflected on your account so you always receive the support you need.

We would encourage any customer of GoFibre who discloses an accessibility or vulnerability to also engage other services such as the Priority Services Register. This is a free service offered by energy and water companies to provide extra support during service interruptions.

How to tell us about your circumstances

If you or someone in your household has specific needs and you’d like us to know, you can contact us through any of the channels below:

Phone: 08000 590 980
Email: support@gofibre.co.uk
Write to us:
GoFibre, Floor 8, Exchange Tower, 19 Canning Street, Edinburgh, EH3 8EG

Any information you share is handled confidentially and in line with data protection laws. You can read more in our online Privacy Policy.

How GoFibre supports vulnerable customers

1. Priority repair support

If a vulnerable customer experiences a service loss, we prioritise repairs wherever possible:

• Faults affecting vulnerable customers are expedited
• Most issues are resolved within 24 hours
• During wider outages, we identify vulnerable customers in the affected area and prioritise restoration accordingly

2. Third-party account support

If you need someone else to help manage your account, you can nominate a trusted third party. Once registered, we can discuss billing, service and account matters with them (subject to security checks). To register someone else to manage your account simply contact us.

3. Accessible documentation

We are happy to discuss providing bills, contracts and letters in formats such as:

• Large print
• Braille
• Coloured paper