Energetik’s partner for customer services and smart metering

Energetik, Enfield Council’s local energy company, has selected Switch2 Energy to provide customer support and smart metering for its low carbon community heat networks. Working under the banner of Energetik to provide a seamless experience for customers, Switch2 will take the frontline role of repairs and maintenance; along with heat metering and billing.

In all their interactions, customers will have the ‘Energetik’ experience; built around the company’s values to do things differently and provide excellent customer service. This is the first step in helping Energetik to realise its vision of transforming the local energy market and being the supplier to trust.

The service for Energetik’s customers offers rapid response times, flexible appointments and dedicated support for vulnerable customers. The foundation of this service is a fair and transparent charging system. Every home connected to the heat networks will be fitted with a heating smart meter, set up on a ‘pay-as-you-go’ basis. This lets customers see and control how much energy they consume and pay for the heat they use in real time; plus an availability charge for the heat network infrastructure. Smart technology will also help vulnerable customers by using data to identify erratic behaviour, for example, extended periods of heating during warm outside temperatures and vice versa.

Jayne Clare, Managing Director of Energetik said: “Getting our customer service right is fundamental to the success of our business, so our alliance with Switch2 is based on getting the best outcomes for customers.”

“We feel that Switch2’s smart metering technology is key to us providing better customer service. The smart meter’s touch screen is simple to use, and has clever features to help customers understand their heating budget, like top-up reminders and credit protection.”

Customers will be able to top up their pay-as-you-go account in a way that suits them. To save time and effort, they can set up regular and automatic top-ups to pay for their heating. The online and phone top-up services are available 24 hours a day, 365 days a year. If customers prefer to top up in person, they can visit their local Pay Point.

Switch2’s award winning technology is used by more than 70,000 homes connected to community heating schemes. The UK designed and manufactured technology is remotely managed and monitored from Switch2’s UK customer service centre. Switch2 has recently been presented with the Customer Engagement Award of the Decade by the Association of Decentralised Energy for over 35 years’ commitment to delivering excellent customer service to community and district heating schemes.

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