Putting our customers first

The heat is on

Amazing service, it's in our DNA

Dependable

We will;

  • deliver heat to your home reliably, so your heating and hot water is always available when you need it
  • give you at least 48 hours notice if we need to shut down the heating system to carry out any planned maintenance and let you know how long the shutdown will last
  • be friendly, helpful and make it easy for you to get in touch so we can provide help when you need it
  • do what we say, giving clear timescales and making sure we stick to them. If anything changes, we’ll let you know
  • act fast and aim to fix any problems as quick as we can
  • investigate any complaints thoroughly, admit when we’re wrong, apologise and work with you to put things right
  • price our service fairly and make sure that we bill you accurately, resolving any discrepancies quickly should they arise


Non Judgmental

We will:

  • treat all customers equally
  • always be polite and respectful
  • be understanding of the diverse needs of our customers
  • provide additional support for customers in vulnerable situations
  • try to place ourselves in your shoes, making sure we truly hear and understand what you're saying, allowing you to speak freely and comfortably without feeling that you're being judged
  • treat all personal information provided confidentially and in accordance with relevant data protection and privacy legislation
  • give you a point of contact who understands your needs


Ambitious

We will:

  • measure ourselves on how well we meet our commitments and continue to look for ways to improve our services
  • learn from what we do well and use this to help continue to improve the service we provide
  • learn from our mistakes and make sure we don't repeat them
  • continue to look at ways to innovate and reduce our impact on the environment
  • continue to support the work of the Government and trade bodies to develop regulation for heat networks to help protect consumers

Our Guaranteed Service Standards

We're committed to providing customers with amazing service. To back up our commitment and build your confidence and trust, our Guaranteed Service Standards below will help you to understand what to expect from us.
If we fail to meet these standards you'll be entitled to compensation, or what we call a Guaranteed Service Payment.

1. Planned interruptions to your heating supply

  • If we have to carry out any work to the heat network and need to temporarily shut down your heat supply, we'll provide at least 48 hours written notice.
We'll let you know the reason for the shutdown, how long we expect it to last and when your heat supply will be restored.
Guaranteed Service Payment: £10 one-off payment
  • We'll make sure that any planned interruptions to your heat supply do not exceed 5 days.
Guaranteed Service Payment: £30 for each full 24 hour period that you’re without heat supply, capped at £500
2. Responding to emergencies
In the event of:
  • Serious water losses or leaks from the heat network, causing damage to your home or communal areas and/ or posing a health and safety risk, or
  • Breakdowns of plant and equipment forming part of the heat network causing total loss of heat supply to multiple homes
We'll have an engineer on site to begin fixing the problem within 4 hours of us first being notified
Guaranteed Service Payment: £10 one-off payment per affected supply address
3. Total loss of heating and hot water within your home
  • Where you have a total loss of heating and / or hot water in your home and no other properties are affected, we'll get an engineer out to you to begin fixing it within 24 hours of us first being told.
Guaranteed Service Payment: £10 one-off payment
  • Where you have no heating and hot water, we'll always try to fully restore your supply within 24 hours from first notification of the failure.
Guaranteed Service Payment: £30 for each full 24 hour period that you’re without heating or hot water, capped at £500
4. Partial loss of heating and hot water within your home
Where you have a partial loss of heating and/or hot water in your home, we’ll get an engineer out to you to fix the problem within 48 hours of us first being told.
Guaranteed Service Payment: £10 one-off payment
5. Multiple interruptions to your heating and hot water supply
We'll make every effort to make sure that unplanned interruptions to your heating and hot water are kept to a minimum.
If in any 12 month period, you experience 4 or more unplanned interruptions, where you have a total loss of heating and/or hot water lasting longer than 12 hours, we'll compensate you for our service failure.
Guaranteed Service Payment: £54 one-off payment, made on an annual basis
6. Issues not affecting your heating or hot water supply
We'll provide a response to non-urgent calls, where your heating and hot water supply isn't interrupted, within 7 days. This could include things such as account and payment queries and reports of inaccurate meter readings. As a minimum, our response will include details of the action we'll take to try and put things right and timescales for doing so.
Guaranteed Service Payment: £10 one-off payment
7. Maintaining Appointments
We'll always try and keep appointments that we make with you.
If for any reason we need to change the appointment, as a minimum we'll give you 24 hours notice. If we fail to attend or do not give you 24 hours notice to cancel or change an appointment, you'll be entitled to a Guaranteed Service Payment.
Guaranteed Service Payment: £10 one-off payment

Vulnerable Customers
If you're registered on our Priority Services Register as a vulnerable customer, then the below Guaranteed Service Standards and Guaranteed Service Payments will apply. You'll need to be registered as a vulnerable customer on our Priority Services Register at the time of the service failure to qualify for any of the below Guaranteed Service Payments.
1. Total loss of heating and hot water within your home

  • Where you have a total loss of heating and / or hot water in your home and no other properties are affected, we'll get an engineer out to you to begin fixing it within 12 hours of us first being told.
Guaranteed Service Payment: £10 one-off payment
  • Where you have no heating and hot water, we'll always try to fully restore your supply within 24 hours from first notification of the failure.
Guaranteed Service Payment: £30 for each full 24 hour period that you’re without heating or hot water, capped at £500
2. Keeping you warm if you have no heating
For vulnerable customers registered on our Priority Services Register, we'll make sure that we provide temporary heating where you experience any planned or unplanned interruptions to your heating lasting longer than 12 hours.
Guaranteed Service Payment: £24 one-off payment each time we fail to arrange temporary heating. This payment is in addition to any payment due under normal circumstances.


Claiming Guaranteed Service Payments
Payments for failing to meet our Guaranteed Service Standards aren't automatic. You must contact us to make any claims within 3 months of the service failure and will need to provide supporting evidence. If approved, any Guaranteed Service Payments due will be credited to your heat account within 31 days.

Exclusions
We won't be required to pay Guaranteed Service Payments for circumstances which are out of our control. For example:


  • Any fault where the cause is deliberate damage or interference with the heat network equipment by you
  • Where the fault has arisen because of equipment we’re not responsible for
  • Where the main utility supply needed to run the plant and equipment in the energy centre is disrupted
  • Extreme weather conditions

Unless you're a named customer on a heat account with us and are party to a signed Heat Supply Agreement, you won't be able to claim Guaranteed Service Payments.