When we speak to you, we may ask a few questions about you and your household. This helps us keep your information up to date so we can provide services that meet your needs. If you have any specific requirements or need a reasonable adjustment to help you use our services, you can read about the support we can put in place to help you.

We may also ask about any support or adjustments you need. For example, you may prefer information in large print, have mobility needs we should be aware of when visiting your home, or have caring responsibilities that affect when you’re available.

We may ask for information such as your age, gender, ethnicity or whether you have a disability. We won’t ask these questions every time we speak to you, but we may check from time to time as circumstances can change.

If you’d prefer to update this information yourself, you can do so through the My Account+ Customer app.

The information helps us to deliver better services to you when we speak, write or visit you. The information also helps us to check that our services are fair and equal. We use this to see if there are any differences in experience that we need to better understand, so that we continue to offer an inclusive experience for everyone.

If you prefer not to answer a particular question, you don’t have to, and you can ask for your information to be removed from our systems at any time.