Case studies
Castle Park Water Source Heat Pump Project
Northwick Park Hospital - in progress
London Borough of Southwark Heat Pumps
Stories & updates
Vital Energi Named as 40-year ESCo at new Plumstead West Thamesmead development
CIH Housing 2023 & PfH Live
Growing our green apprentices
Press releases
Globe Trotting Ibrahim Returns after CIBSE Ken Dale Bursary Trip
See Our Why In Action - School Children Visit Chamber House Solar Farm
Edinburgh College Take Leap Towards Net Zero with Heat Decarbonisation Project
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Customer Care

We are committed to ensuring our customers have a great user experience and we have developed a range of tools to help and support them.

Delivering the best customer service

Ensuring our customers receive the help and support they need is at the core of what we do and to make sure we can meet their needs we have invested in a range of initiatives to deliver the highest standard of customer care which is customer focused and easily accessible.

What We Do

In-House Customer Care Team

We have a highly trained, dedicated in-house customer care team who can respond to all telephone and email enquiries. Assisting customers to manage payments, handle billing queries, arranging maintenance support and help with any questions regarding their heating systems 24 hours a day, 7 days a week, 365 days a year.

Proactive & Reactive Maintenance

From servicing your in-home heating system to responding quickly if your supply is interrupted, our nation-wide network of engineers exist to ensure your system works as designed. For scheduled maintenance we will try to arrange calls at our customers convenience and for reactive work we have 24/7 cover to make sure we can rapidly respond to any problems.

Utilising Technology To Enhance The Customer Experience

We believe our customers should have the information they need to make informed decisions about their energy usage and using technology is one of the ways we can improve their customer experience. Our dedicated Glass App allows customers to self serve and take the hassle out of managing their energy bills.

Tenant Engagement

Understanding their energy solution and being able to operate it efficiently is essential for customers to get the best value for money and we can employ a range of initiatives designed to inform and educate. With each project we identify opportunities for positive tenant engagement and have held induction and training sessions for residents, created welcome packs and even organised community events