Our new how-to videos give customers step-by-step support for their heating and hot water
We’ve created a ‘how-to’ video series, introducing a new way for our customers to find information about their heating and hot water service from us.
We are committed to providing our customers with an excellent standard of service. We understand that excellent customer service isn’t limited to responding to queries and troubleshooting efficiently – it includes being proactive and making sure our customers have the information they need, in the right format, at the right time.
The first videos in our 'how-to' series deliver guidance in an engaging, step-by-step format. They support our customers across a range of actions, including:
- Joining us as a customer and setting up an account
- Keeping track of heating and hot water usage and spending
- Topping up as a pay-as-you-go customer.
We look forward to adding more videos to this series and, importantly, talking to our customers to understand the ‘how-to’ videos they’d find helpful to see created in the future.
Find the full series on YouTube here.
Discover more about our customer service values and what our customers can expect from us by visiting our customer promise page.
See also
Opening doors to the heat network industry for local students
As part of our ongoing commitment to supporting skills development and raising awareness of low carbon heat networks, we were pleased to host an engineering presentation to students at Edinb...
Brent Cross Town awards £50,000 Community Fund
The recipients of Brent Cross Town’s 2025 Community Fund have been announced, with a total of £50,000 being awarded to six projects operating in the London Borough of Barnet.
Ofgem regulation - what changes will regulation bring?
As of 27th January 2026, the heat network industry is regulated by Ofgem. All customers connected to a heat network are now assured the same protections as any other energy consumer.