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
From Michigan to Midlothian: a transatlantic visit focused on climate action
We recently welcomed a group of students from Western Michigan University to our Edinburgh office, travelling all the way from across the pond to learn about Scotland’s approach to low...
Connecting communities: 100th property joins the MEL heat network
We’ve recently connected the 100th property to the MEL heat network in Midlothian – a major milestone for the operations of our local, Scotland team. Properties are currently con...
Vattenfall supports new research on heat network regulation with BPF
We’re pleased to be supporting a new piece of research, commissioned by the British Property Federation (BPF), to examine the impact of heat network regulation on the property sector.