Case Study
The Navigator Building, Bristol
Managing Agent: Firstport
Data Energy Contract: Energy Procurement
Site: 33 residential apartments, heat network metering
Overview
In March 2023, we were approached by the property manager of The Navigator to resolve a complex issue with their communal gas meter. The meter, which serves a heat network for 33 apartments, had been registered under the wrong supply address, causing billing errors. Total Energies, the supplier, had been invoicing based on outdated meter data from a serial number that had been upgraded in June 2022.
The property manager turned to us, Data Energy, to take control of the situation, correct the information, and liaise with the supplier to ensure accurate billing moving forward.
The Challenge
The property manager needed us to work directly with the energy supplier to update the supply address and correct the meter serial number on their billing system, ensuring the client could settle their accounts accurately.
This required a high level of precision, consistent communication, and, above all, transparency to resolve the issue swiftly and without any further disruptions.
The Result
Our client’s dedicated energy manager took a proactive approach, liaising between the supplier, the Distribution Network Operator (DNO), and the client. It was crucial that every piece of data provided to these parties was accurate to facilitate the necessary changes.
Throughout the process, we maintained open and clear communication, logging over 100 emails and numerous calls with the supplier and the client, while also utilising online chats to ensure no stone was left unturned. Multiple site visits were organised to verify the accuracy of the data. When the supplier failed to act on several occasions, we took the initiative to raise a formal complaint, advocating on behalf of the client to hold the supplier accountable.
Despite the challenges and setbacks, by January 2024 we had successfully resolved the issues, ensuring the supplier billed on the correct data moving forward.
The Impact
Our involvement allowed the client and managing agents to focus on their core responsibilities, knowing that the situation was being handled with integrity and attention to detail. By taking full ownership of the supplier communication and overseeing every step of the resolution, we minimised the burden on the client and ensured a smooth, transparent process.
Thanks to our relentless commitment to service and transparency, we resolved the issue without unnecessary stress on the client. In recognition of our efforts, we were proud to receive a 5-star review from the property manager—a testament to our dedication and the trust we build with our clients.
I must say that Data Energy has been very helpful, and far more so than other competitors that we have been dealing with. Thank you very much for your assistance in helping resolve this difficult gas meter issue.