Customer Charter


Our commitment to you

We created our customer charter because want to ensure that your experience with us is one that you will feel warm about for years to come.

Here are just some of the ways we will help to keep you warm inside

Just like you, we hate any nasty surprises. That’s why you should never have to call us for information, as we will have contacted you first. We will always endeavour to keep you in the loop about what is happening next at your home, and to hold your hand every step of the way.

We value each and every one of our customers. That’s why we assign you your very own Resident Liaison Officer. No matter what the issue, they are here to help.

We promise to always treat you with kindness, dignity and respect. We will also listen to your needs and accommodate your personal circumstances in all that we do. In return, we ask that the same respect is also shown to our people.

Constant Improvement
Whilst other companies strive for perfection, we see it as being the bare minimum. We don’t stop there though; we are always seeking ways in which we can improve our services further for you.

We only promise what we can realistically achieve, and aim to provide you with information that is both clear and concise. Our people will always carry ID badges.

Your home is very important to you and your family, and we will respect that. We will ensure that work is carried out to the correct standards and check in with you frequently to get your feedback as to how it is going.

Protecting the health and safety of you, and anyone else at your home are our first priority and we will never compromise on that.

Our approved contractors are responsible both to their commitment to our customers and to this charter. We will always work responsibly in everything we do and ensure anyone working on our behalf does so as well.