Our website

We believe everyone should have equal opportunity to access our website, which is why we follow the guidelines for web content accessibility from the World Wide Web Consortium (W3C).

They have three levels of accessibility that you can work towards: A, AA and AAA. We're working towards making our website AA compliant. We do this by constantly testing it works with the latest adaptive technology, and making improvements when we need to.

Additional support for going online

There are many reasons you may be having difficulty using your computer or getting online. That’s why we have put together some useful resources that might help to make it a little easier.

My Computer My Way

This is a helpful guide to setting up a range of accessibility features on your computer, tablet, and phone. Find the right support for you with solutions for visual, hearing, motor and cognitive difficulties. Learn how to set up accessibility features on your devices by visiting My Computer My Way.

Web Accessibility Initiative

A variety of useful resources from World Wide Web Consortium (W3C) if you have difficulty hearing audio, seeing and reading web pages, using a keyboard or mouse, or navigating the web. Learn how to optimise your computer setup and make your browser easier to use by visiting W3C.

We’re here to help all our customers

It’s not just online that we are striving to be more accessible. We want to make sure all our customers can contact us when they need us. If you have difficulties with your speech or hearing, simply download the Relay UK app and add 18001 in front of our phone number when you call us. You’ll be able to access text relay at no extra cost.

General enquiries: call 18001 0808 501 5277* Open Monday to Thursday 9am to 5pm, or 9.00am to 4.00pm Friday.

Gas emergencies: call 18001 0800 111 999* Open 24 hours.

*Calls to 0800 and 0808 numbers should be free from all mobiles and generally free from all landlines. Calls may be monitored and/or recorded for security, quality or training purposes.

Accessible billing

You can get audio, braille, or large print bills sent to your home. Email us at hi@sainsburysenergy.com to request your preferred billing format.

The Priority Services Register

If you could use a helping hand managing your energy account you can add yourself to our Priority Service Register (PSR). The PSR provides support for vulnerable customers, such as allowing you to nominate someone you trust to manage your account for you, or taking meter readings for you if you cannot read your meter. Find out more about the support available through the Priority Services Register.

How to add yourself to the PSR:

• Through your online account

• Email us at hi@sainsburysenergy.com

• Call us on 0808 501 5277

Enjoy all the benefits of your smart meter with an accessible in-home display (IHD)

Whether you have a smart meter or are thinking of getting one installed, you have the option of getting an accessible in-home display (IHD) - the digital display that helps you track your energy usage. Developed with the Royal National Institute for the Blind (RNIB), accessible IHDs have been created with extra features to make them easier to use if you are blind or partially sighted. They can also be beneficial for customers who have difficulties with manual dexterity or their memory. Accessible features include:

• Text to speech

• Large typeface

• Coloured LEDs

Accessibility FAQs

How do I make the text bigger onscreen?

If you want to make the text bigger onscreen, then the best way is to zoom in. On most browsers you can do this by holding down CTRL and using the mouse wheel or pressing + or -.

You can also zoom in using the menu options. For example on Chrome, press the three dots for the menu and select either the + or - on the same line as the word Zoom.

How do I read PDFs?

To read a PDF you'll need a plug-in called Adobe Acrobat Reader. You can download it for free from Adobe's website.

Can I get large print letters?

Yes, you can choose to get large print correspondence from us. You can do this through your online account or by emailing us at hi@sainsburysenergy.com.