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Help & FAQ

What impact assessment has been done regarding those Enfield residents affected by the road works who are not going to occupy new homes nor benefit from the retrofit of their current homes?

Energetik is installing pipe infrastructure with a forecast life expectancy of 80+ years. There is no need to go back and maintain it within its lifetime. We understand that the installation will cause some disruption, however over the long term any impact should be reduced because of the longevity of the pipes and the automated leak detection system. By comparison, gas mains last around 30 years and electricity lines around 50.

Energetik is determined to minimise the inconvenience of these works by going above what is required by Regulation and Statute. We are doing everything practically within our power to reduce the impact of these works to the residents of Enfield. This includes:

  • working closely with Enfield Highways, TfL and local homes/businesses to find ways to reduce impact where possible
  • Engaging with the Greater London Authority and other utility providers with an aim of coordinating work programmes to try and have more works completed at the same time i.e. water/power/gas upgrades to reduce the need for works before/after Energetik are in the area.
  • maintaining access at all times for residents affected by works
  • Keeping footpaths and carriageways open rather than implementing road closures
  • Working under longer shift patterns and using multiple teams to complete works faster
  • targeted installations during quieter periods, such as installing pipework near schools during school holidays
  • Providing regular newsletters to local residents

The new network will enable Enfield residents to connect and enjoy heat and hot water that will lower their CO2 footprint, be charged at a fair price, and deliver great customer service.

Customers needing extra help

We want to ensure that all of our customers receive the right service to meet their needs. If you have special requirements or a disability, we will do our best to help you. To make sure we can help, you should contact us so we can add your details to our Priority Services Register (PSR).

Some of the services we provide to our Priority Services Register customers:

  • We can arrange to manage your heating account through someone you trust. We can send letters and statements to them directly. And you can give us authority to speak to them on your behalf on the telephone.
  • We can set up a password that can be used for you to identify any person working for us.
  • If you’re visually or hearing impaired we can provide support to help you manage your account.
  • If you’re having problems paying for your heating, please let us know as soon as you can. We can put you in touch with advice and support agencies.
  • If you have a vulnerability which is made worse by lack of heat, we won’t disconnect your supply between October and May. But please note that if you run out of credit, this will mean you won’t have heating and hot water. We will provide you with a temporary heater if your heating system fails.

Contact us to add your details to the Priority Services Register

Just contact us, register your need and we’ll be able to help.

Energy Saving Help

There’s lots of resources and useful advice out there, to help you save energy, money and the planet. Here are some of our favourite sources.

Energy Saving Trust – get independent and impartial advice to help you

Government advice – check your eligibility for government grants and benefits

Citizens Advice – lots of useful resources, tools and advice on energy and your rights

If you are unhappy

Have we let you down?

We want to hear about it if you aren’t happy.

Just have a query?

If you’ve just got a query about your heat supply or the way we do things at energetik, you can call us, write to us, or email [email protected].

What if I need to make a complaint?

If you would like to make an official complaint about any aspect of our service, we will take it seriously. We will work hard to resolve the problem and capture your feedback so we can learn from it.

Please explain to us what the problem is so we can understand what’s gone wrong. You can call us on 0333 241 4551, write to us or email us at [email protected]. We’ll get back to you within 10 working days (hopefully sooner) and try to sort it out for you.

Download our Complaints Procedure for more information.