Watkins Energy is your heat supplier. This means we manage and maintain the heat network that your home is connected to and bill you for your heat charges. We're the only supplier for your heat network, so you won't be able to change supplier like you can with traditional gas or electricity supplies. This should have been clearly explained to you before buying or renting your home.
Unlike gas and electricity which are regulated by Ofgem, the supply of heat to customers from heat networks is currently unregulated. To help build your confidence and trust and make sure you're happy with us, we commit to providing you with the highest possible standard of service. Our promise to you is set out in our Customer Services Charter, which is backed by our Guaranteed Service Standards. We've put these in place so you’ll always know what to expect from us and can hold us to account if we let you down. You can find out more by clicking on the links.
To give you the peace of mind you deserve, we're committed (as a minimum) to delivering our services to meet the standards expected by the Heat Trust - a voluntary consumer protection standard setting minimum expectations for service and customer care. You can find information on the Heat Trust and sites we have registered here. Every heat network registered with the Heat Trust is monitored and independently audited, so when we've successfully registered your heat network, you can always be sure that we're following the rules.
We always put our customers first and pride ourselves on delivering reliable and efficient services and the highest standard of customer care.
A heat network produces heat in a local energy centre. This heat is then distributed to local homes and businesses, supplying heating and hot water to customers whenever it's needed.
9th February 2021
In advance of the heat industry being regulated, in a bid to drive up consumer standards and make sure heat suppliers are providing customers with the information they need now, Citizens Advice recently carried out a survey of the information given to customers by 21 heat network suppliers, both on their websites and by mystery shopping their customer service phone lines. You can read the report and their finding’s here.
Whilst the results were anonymous, always seeking to deliver excellent customer service and looking for ways to improve, our Director Victoria Keen approached Citizens Advice to find out if Watkins Energy were one of the suppliers surveyed and to seek their feedback. We’re really pleased to announce that not only were we one of the suppliers, but we came out as the top supplier of all those surveyed! From our conversation with Citizens Advice there are certainly a few areas in which we can improve, and in response to the really helpful feedback provided we will be implementing some changes over the coming months.
As regulation could take some time to come into force, Watkins Energy think it’s fantastic to see Citizens Advice continuing to lobby and challenging heat suppliers to improve their customer service standards. We look forward to future surveys and aim to maintain our number one spot.
Link to report
12th May 2020
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