having just moved house, I needed to tell my previous electric & gas supplier, that I no longer needed their electric, but would still need the gas supply....
They (Scottish & Southern Electric) have the facility to "chat" with somebody, and I found it very useful on two counts... the move from them as a supplier, was easier to explain in a "One to One" exchange, rather than on a phone line, as I am "hard of hearing" and have two deaf aids,.. I find it difficult to use the phone with an aid in my ear, as it tends to give a whistle feedback....
Also my broadband, although I advised PN in good time, with the number and date of move, etc... did not go well, ... it would have been good to have a direct contact instead of the stupid delays encountered in the ticket system, when things don`t go according to plan... (either customer plan, or PN plan)
