Heat Trust is the first UK voluntary customer protection scheme for heat networks. Launched in November 2015, it established an industry code of conduct to set minimum guaranteed performance standards for residents. It works by creating a layer of customer protection for residents on heat networks, putting a standard in the quality and level of customer service provided to customers by their heat energy supplier.
Switch2 and The Heat Trust
Heat Trust is designed to put the resident at the forefront of the heat network – which has Switch2’s full support – and works in our favour as it makes customer service transparent. It gives registered residents access to the Energy Ombudsman (something previously unavailable for heat network residents) and helps put in place the minimum level of service that every resident should receive, from standardised billing, to adhering to set service level agreements for when things go wrong.
At Switch2, we always put the resident at the forefront of all our schemes, therefore Switch2 were ready to be a part of the Heat Trust Steering committee, before Heat Trust was founded. Since the launch of Heat Trust we have been working on registering all our ESCo sites and offering Heat Trust compliant services to all our customers – as standard. Switch2 ESCo sites currently registered with Heat Trust are:
- City House
- Hardwicks Way
- Grafton Square
- Stratford Eye