Customer and Communications
Heat networks should provide affordable, reliable and low carbon heating for your customers. Many housing providers – despite their best efforts – find that because of the way they were designed and delivered in the first place, heat networks are often far from doing this.
All housing providers want to make heat networks better, to improve customer service and communication, reduce costs and to meet the regulations.
Our role is to help you sort out both the short-term issues and put in place all the things that will make heat networks better for your customers and to ensure you stay on the right side of regulation.
Our Customer and Communications services include:
Customer Journey, Communications and Protections Review
Looking at how you communicate with your heat network customers and how you support those most in need
Customer Complaints Process Review
An assessment of your customer complaints processes and procedures mapped against Ofgem requirements
Complaints Support
Expert, behind-the-scenes support for customer complaints, including when complaints are escalated through Citizens Advice and the Energy Ombudsman
Heat Supply Agreement Creation
Developing a compliant, easy-to-understand contract for the supply of heat between you and your customers
Vulnerable Customer Policy
Helping to ensure your customers are seen as individuals and that their support needs are met across your organisation
Communications Templates
Creating templates for communicating with clients which are clear, accurate and compliant
Existing Policy Revision
Making sure your policies for customers, communications and complaints, plus your heat supply contracts, are valid and updated
Complaints Audit
Understanding why and how complaints are being raised, how they are being escalated and how they’re being resolved so ongoing improvements can be made
Priority Services Register
Creating a clear, user-friendly Priority Services Register form for residents to complete, along with a simple tracking tool to log, monitor and manage responses
We’d love to chat through your challenges
Whether you need immediate help with tackling an urgent issue or you’re ready to start your long-term strategic journey with us, please get in touch.