Vital Community Energi is committed to providing a great customer experience for those living on heat networks, supporting partners with regulatory compliance, fair treatment, and delivering transparent heating solutions. We are working to raise service standards across the heat sector.
“Our consumer research shows it’s been common for heat network bills to double or triple in the last 2 to 3 years. These increases were worsened by unfair and opaque billing practices, leading to severe financial hardship in some cases.”
Citizens Advice Bureau,
At Vital Community Energi we believe customers should be able to see exactly where their energy comes from, understand how their bill is calculated and are able to voice how they feel we are doing. That's why we created Vital Community Energi, to ensure customers have the best experience of living on a heat network.
Rob Callaghan, Managing Director, Vital Community Energi
A tailored service
With Vital Community Energi residents can access enhanced customer support and information through a dedicated website, multiple communication channels and our expert customer service team.
We have developed a dedicated website, with a dynamic FAQ section and customisable secure login area. It can be translated into 104 different languages to enable customers to access tailored information and support.
We're committed to provide residents with a positive customer journey from day one. Residents can access bespoke onboarding collateral, educational animations and if they need extra help we will add them to our Priority Services Register.
Our expert customer service team are always ready to help and can be contacted through whichever method is most convenient to customers, whether that's Live Chat, WhatsApp, telephone or email.
