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