Launching on 15.04.2024, The Help Centre is our new and improved system for helping residents we bill under our metering and billing service. It replaces our former Self Service and FAQs, combining both elements for a more polished customer experience.
Residents will find plenty of FAQs here, with our articles being better personalised, and more in line with queries commonly raised: For those seeking information about their heating systems, a dedicated Heat Networks category awaits. Similarly, PAYG customers will find tailored articles in our PAYG category.
There are many categories to choose from and we are continuously updating and adding articles, ensuring residents always have the latest information to hand. To explore this new feature, just type into the Home page’s search bar to get started or choose FAQs to view all.
Our commitment to Customer Care remains steadfast. Our support ticket system has been revamped, allowing residents to provide customised information and attach relevant photos and documents for our attention. Each development will have a dedicated Customer Care adviser associated with it, for a more personalised service. Residents will have the added convenience of replying via email for on-the-go support.
Of course, we’re also still available to help over the phone! Our Customer Care team is always happy to take the time talking to residents, helping with billing and tariff queries.
We hope you enjoy exploring our new Help Centre and thank you for your feedback and support as we continue to enhance our services.