Providing a service that is both helpful and transparent is key to keeping the resident happy on community heating schemes. Fiona McDonald, head of customer services at Switch2 and crowned Champion of the year at the Decentralised Energy Awards; tells us what should be considered to get customer services right.

The Heat Trust, introduced in November 2015 can help heat suppliers put in place service level agreements that can help; But what should this include and how can it be implemented? 

Key takeaways

• Taking a one-stop-shop approach to a customer services contact centre provides residents with a point of contact available to answer any query regarding their heating system
• The Heat Trust is an independent body set up to provide a standard level of services for customers 
• By abiding by Heat Trust rules the resident receives an extra level of security previously unavailable for heat network customers