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
What to expect from upcoming regulation
Read for an overview of current progress of heat network regulation, and estimated timelines for implementation.
A warm welcome to first customers in London and Scotland
We’re excited to share the first customer connections to our heat networks in Scotland and London, marking an encouraging start to the year
Vattenfall reaches major milestone at Brent Cross Town
We’re pleased to announce that the Brent Cross Town heat network achieved a major milestone last week as we adopted the heat network’s temporary energy centre from Related Argent