Listening to our clients and ensuring their voice is at the heart of our decision-making is particularly important to us.

At the end of 2024, as part of our plan to guide us on our journey towards greater client engagement, we distributed a client survey to gather and report on client satisfaction.

Of those that responded to our survey, 100% of them stated that they would recommend us to other housing providers. Below are some of the highlights:

 

Client Satisfaction

We asked our clients to rate our service out of 10 and provide feedback on areas for improvement. We are delighted to report overwhelmingly positive responses, with the majority scoring us an average of 9 or above against key areas:

• Service delivery: 9.25
• Quality of communication: 9.19
• Heat network expertise: 9.75
• Speed of service: 9.19
• Effectiveness in solving client issues: 9.38
• Value for money: 8.56

Clients particularly appreciate our in-depth knowledge of heat networks and the housing sector, our proactive approach in keeping them informed, and our guidance on upcoming legislation.

 

Positive Outcomes for Clients and Customers

Our support has led to measurable benefits for organisations and their heat network customers:

• 87.5% have a deeper understanding of heat network performance and management.
• 62.5% report reduced stress for staff.
• 37.5% have saved time on heat network management.
• 18.75% have seen cost savings for their customers.
• 18.75% have achieved organisational cost savings.
• 12.5% have benefited from energy and carbon reduction initiatives.

Clients also highlighted additional positive outcomes, including:

• Regular tariff reviews for better financial management.
• Improved engagement from asset management teams.
• Greater awareness of heat networks and regulations at the senior management level.

 

Listening and acting on client feedback – how we’re responding in 2025!

Client feedback is central to our continuous improvement. In 2025-26, we are taking proactive steps to further enhance our services:

• Reviewing and revising our current client experience strategy
• Prioritising consultancy on regulations, compliance, and tariff reviews.
• Developing long-term management tools to provide deeper insights for clients and the sector.
• Reviewing our pricing structure to ensure value and transparency.

Get ahead of the curve and fully prepared for upcoming regulations! Contact us at [email protected] to see how we can support you and your customers.