Committed to protecting our customers with Heat Trust

Energetik has registered the first of its heat networks with Heat Trust, the independent customer service and protection scheme.

Arnos Grove heat network is the first of Energetik’s schemes to go into operation in Enfield. The Ladderswood estate is being regenerated to create 517 new homes. All of them will be supplied by Energetik and protected under the Heat Trust scheme. Like all of Energetik’s networks, Arnos Grove is designed to expand and connect more homes and businesses nearby over time.

By registering the Arnos Grove heat network with the Heat Trust, Energetik demonstrates the company’s commitment to providing high standards for customer service and consumer protection.

We must follow and abide by the rules and requirements set by Heat Trust, and undergo monitoring to ensure we are meeting the standards. These standards are designed to be comparable to those required by electricity and gas suppliers. They set out a common approach for the quality and level of customer service expected from heat suppliers. Our membership also provides an independent process for settling complaints between us and customers through the Energy Ombudsman. More information on how Heat Trust supports complaints can be found here.

Heat Trust’s standards of service include:

support for vulnerable consumers;
responding to faults and emergencies;
guaranteed service payments for interruptions in supply;
metering and payments; and
complaints handling, including access to the Energy Ombudsman

Bindi Patel, Head of Scheme at Heat Trust said “We are delighted that Energetik has chosen to register its networks with Heat Trust. By registering with Heat Trust, Energetik joins a growing number of companies that recognise the importance of customer protection and sector-wide standards, to provide assurance to customers on the quality of service they can expect from their Heat Supplier.”

Jayne Clare, Managing Director at Energetik said “We are delighted to have registered our very first heat network with Heat Trust. It’s a positive way to demonstrate our commitment to being an honest and trustworthy supplier to our customers and the outside world.

Members of our team have been involved with Heat Trust since the beginning. We’re passionate about improving standards across the industry to give customers of heat networks a better deal.

We want Energetik to be known for our excellent customer service. We are proud to say that we ‘do things differently’ in the way we go above and beyond the minimum standards required by Heat Trust in many ways. The business is designed to work hard on our customers’ behalf, from extra resilience in our plant rooms, to extra insulation on our pipework, to the extra effort we put in to actively engage with our customers. Our customers are more than just numbers; they are at the heart of everything we do.”

For more information about Heat Trust:

www.heattrust.org

Heat Trust has developed a customer Heat Cost Calculator. This tool allows customers served by district heating to obtain an indication of the cost of heating and hot water for an alternative heating system. The Heat Cost Calculator can be found here.