Managing a parent's account
Guide reference: HG-0107
Quote this reference if you contact us about this guide.
Approx. 2 min read
Bills, contact details, and permissions. K
Don't worry about helping with account tasks. With permission, you can support bills, contact details, and fault reporting.
Quick answer
Keep account holder permission clear, use Contact us on the website together, and use the billing portal with their permission to view invoices.
More detail
The account holder remains responsible unless formal third-party access is arranged with us.
If you place an order for someone in a care home, you remain responsible for arranging engineer access and giving us clear instructions, even when we speak to the home on your behalf.
With their permission, you can use the online billing portal to view and download invoices. Contact support if you need help getting portal access.
Store bills and welcome letters in one folder both can access.
Scammers target relatives of older customers; verify any unexpected call.
Manage account safely
Agree what you are allowed to do: bills only, faults, or full account.
Keep account number and phone number on a shared sheet.
Use Contact us together rather than impersonating them.
Ask us to set up a contact password if only certain people should be allowed to make account changes by phone.
Log in to the billing portal together if they want you to manage invoices.
Set up Direct Debit with their bank permission if wanted.
Update address promptly when they move, including into a care home.
Review password security and scam calls guides yearly.
Common mistakes
- Giving your email only so they miss bill notices.
- Sharing online shop or billing passwords over the phone with unknown callers.
- Changing payment without telling them the new amount.
Things to know
- See Helping with bills and payments for charge explanations.
- See How billing works for the billing portal overview.
- Paper bills may help if they do not use email or the portal.
Frequently asked questions
Legal power of attorney?
Contact us with documents if you act formally on their behalf.
Can I use the billing portal?
Yes, with their permission. Contact support if you need access help.
They cannot hear calls?
See Accessibility features and text relay.