Our new how-to videos give customers step-by-step support for their heating and hot water

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.