We believe in treating customers fairly and that everyone has the right to accessible heating. External market research has highlighted a gap in customer care within the heat network market, revealing that many customers are unfamiliar with district or communal heating systems, and they are often unclear on where to find support if needed.
That’s why we’ve created Vital Community Energi, a resource where customers can see exactly where their energy comes from, understand how their bill is calculated and to give customers access to information through a dedicated website, tailored guides, and multiple communication channels.
This customer focussed approach builds on Vital Energi’s established strengths of project funding, project feasibility, design responsibility, asset ownership and the optimisation of low-carbon energy projects. Through our Energy Services Company (ESCo) solutions, we help partners reduce operational and financial risks while promoting long-term energy savings and enhanced environmental sustainability.
Key benefits of Vital Community Energi:
Heat Trust Compliance - Developed in line with Heat Trust Scheme Rules, Vital Community Energi ensures above all, that customers are treated fairly. It helps you prepare for regulation by providing clear and effective customer engagement strategies.
Risks Mitigated - The risks of operating your heat network are mitigated and managed. We will allow you to concentrate on your day-to-day activities, taking full responsibility for managing fuel procurement, developing robust revenue streams, offsetting capital costs, providing metering billing services and ensuring the system performs optimally over its lifespan.
Dedicated Customer Website - Customers can benefit from the dedicated website, which can be translated into 104 languages, has a dynamic FAQ section and secure login area, enabling customers to access tailored information and support.
Enhanced Customer Journey - A seamless user journey is created with bespoke onboarding collateral, a suite of educational animations and multiple communication channels, to ensure your customers have a great experience of living on a heat network.
Residents on the Hepworth Place development in Walthamstow, will be the first to benefit from Vital Community Energi as a 25-year ESCo contract has been agreed between Vistry Group and Vital Energi. Developed in line with the Heat Trust Scheme Rules, Hepworth Place is designed for the future, featuring an advanced heating system powered by air-source heat pumps (ASHPs), vTherm˚e Heat Interface Units (HIU) and the Glass App & Portal. The Hepworth Place project exemplifies our commitment to a future where energy management is efficient, sustainable and customers are treated fairly.
Read more about how Vital Community Energi and Hepworth Place are setting the new standard for community energy solutions with the official contract announcement here.
If you would like to discuss how Vital Community Energi and our complete energy solutions can help your scheme get ready for regulation, please get in touch.
