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About us
Our Customer Service charter
What you can expect from us, and what we ask in return.
We are committed to providing a professional, reliable and friendly service to all our customers.
We will treat all customers fairly, respectfully and without discrimination.
Our website is available around the clock for meter readings, fuel orders, payments, information and feedback - often the quickest way to get things done.
Employees visiting your property will identify themselves and carry appropriate identification.
Our office opening hours and contact details are clearly displayed at our offices, on our website and within our customer communications.
Our Customer Service standards
If you email us, we will:
Respond within two working days with either a meaningful reply or an acknowledgement explaining when a full response will be provided.
Provide the name of the person dealing with your enquiry where an immediate response is not possible.
If you telephone us during normal working hours, we will:
Aim to answer your call quickly (if we don't pick up, we're probably serving another customer).
Call you back if requested.
Resolve your enquiry during the call wherever possible. If further investigation is required, we will explain this and aim to respond within two working days.
If you write to us, we will:
Provide a meaningful response within 10 working days.
Let you know when a full response can be expected if additional time is required.
If you visit us, we will:
Welcome you in a polite, professional and helpful manner.
Keep you informed if a pre-arranged appointment is delayed.
Arrange a private meeting room where appropriate.
If we visit you, we will:
Arrange an appointment in advance where appropriate.
Provide identification before entering your property.
Advise you in advance of any information we need from you.
Give as much notice as possible if an appointment needs to be changed or cancelled.
What we ask of you
To help us provide the best possible service, we ask that customers:
Treat our staff with courtesy and respect.
Provide requested information as promptly as possible.
Please warn our staff if you have animals, especially dogs in or around your house.
Let us know if you require information or services to be delivered in a different way to meet your individual needs.
Please be open and honest with us, and share information in a timely manner, especially if there's anything that relates to the safety of our team
Help us to improve our service
We welcome feedback on the services we provide and use it to help improve our performance.
If you would like to make a suggestion, you can complete our online feedback form or contact us directly.
If you are unhappy with any aspect of our service, please let us know so that we have the opportunity to put things right. We operate a formal complaints procedure and will be happy to provide details on request.
Get in touch
Speak to our team
If you'd like to know more about what we do, or you're not sure where to start, please get in touch. You're always welcome to call us or visit us in person.
