Residential

An energy centre is the beating heart of the entire heating system on a project. Our expert, in-house operation and maintenance engineering team will monitor and maintain the system to ensure optimal performance is achieved and residents receive uninterrupted heating and hot water.

Our specialist HIU servicing team will carry out maintenance and servicing of heat interface units within homes across your project. Our engineers wear full uniform and display their ID badges to preserve security. Our vehicles are recognisable, and we will adhere to any scheme-specific arrangements, such as a password or code access systems, to help reassure residents. To learn more about heating and cooling interface units click here.

Data collected from our heat networks provide performance metrics that can feed into an overall view of heat network performance. The network data provides an insight into how network customers manage their heat use. This data can inform future efficiency improvements across the entire scheme.

The end-to-end visibility allows for accelerated response times and diagnosis of system issues and provides a first line of defence in monitoring those customers at risk of fuel poverty or fuel waste.

Our engineers are highly qualified and carry parts to ensure we provide a first-time fix, removing the need and cost of multiple attendances.

If we need to enter a resident's home to complete service, maintenance, or repair services, we will:

• Offer a guaranteed appointment time for maintenance visits (morning or afternoon).
• Give customers the option to join the Password Protection scheme. In this scheme, the resident can set a password for the engineer to use when arriving at the property to assure the resident that the engineer is not a bogus caller.
• Provide the resident with a Welcome Pack, that includes instructions on how they can get the most out of their heating system, operate any controls, and read their meter.

We understand that circumstances can change and customers may need some additional support. We have a Priority Services Register so that customers who find themselves in a vulnerable situation can access additional support, including:

• A variety of communication options, should a customer have trouble hearing, be visually impaired, or have language barriers.
• The ability to nominate a third party to manage their account on their behalf.
• Security against disconnection – it is our policy to ensure customers in vulnerable situations are kept warm.
• We will schedule calls or visits for a time when a carer, friend, or relative is present.
• We will provide alternative forms of heating if there is a prolonged outage.