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Our customer promise

We are committed to ensuring that our customers have reliable heating and hot water when they need it.

What customers can expect

Our integrated and inclusive service delivers reliable heating and hot water to our customers at a cost that is fair. 

Watch the video to hear about the type of service and benefits that our customers can expect to receive from us.

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Our service to our heat network customers

Our service values

Our service values underpin our activities across our business, from front-line customer operations to the delivery and operations teams who run our heat networks.

We are fair
Everything we say is written in plain English. We don’t use jargon, so our customers always know what’s going on. Our pricing structure is transparent, which means no important details are hidden, and we keep our promises.

We are proactive
We make sure that our customers have the right information at the right time. We monitor our heat network to make sure it’s running efficiently, and so we can anticipate issues even before they occur. And we’re always there when our customers need us.

We are accountable
At every step, we consider our customers’ experience to ensure we deliver value for money. We operate compliantly and protect our customers through our Guaranteed Standards of Service and registration with Heat Trust.

Customer care that is held to account

We voluntarily register our heat networks with Heat Trust, an independent body who provides customer protection to heat network customers.

By registering with Heat Trust, our customers are guaranteed expert customer care, receiving customer protection equivalent to gas and electricity customers from day one. Our customers also receive access to the Energy Ombudsman for independent dispute resolution. 

Our registration with Heat Trust ensures our customer service performance is held to account. To achieve registration with Heat Trust, we have provided our customer contracts and customer services for review. As a Registered Participant of Heat Trust, we must submit performance monitoring data to Heat Trust who have the ability to audit us.

Visit Heat Trust’s page to learn more about the protections that heat network customers receive.

Communicating with our customers

Vattenfall colleagues at a resident engagement event

Vattenfall colleagues at a resident engagement event

We value, and recognise the importance of, two-way communication with our customers. As our customers’ heating and hot water supplier, we:

  • Proactively seek customer feedback for continuous service improvement
  • Meet our customers face-to-face at quarterly engagement events
  • Work with the communities around our heat networks to build understanding
  • Have a dedicated UK Customer Care team on-hand to answer questions
  • Have multiple support channels across our website, email, and phone 

Our heat networks

The Bristol heat network

We're expanding the heat network to support Bristol City Council's city-scale decarbonisation. The network currently serves almost 6,000 customers.

The MEL heat network

Through our joint venture with Midlothian Council, the MEL heat network will intitially supply 3,000 customers and welcomed its first customers in 2024.

The Brent Cross Town heat network

We're working in partnership with Related Argent and Barnet Council to deliver a heat network for 6,700 new homes and three million square feet of commercial space.

Contact us

Vattenfall Heat UK

If you are a customer on one of our heat networks, please visit our heat customers website or contact us on 0808 143 3633.  

heat.uk@vattenfall.com

London
70 St Mary Axe
London
EC3A 8BE

Edinburgh
The Tun Building
Holyrood Road
Edinburgh
EH8 8PJ

Bristol
Bristol City Leap
101 Victoria Street
BS1 6PU

Let's talk