Evinox Residential follow a Customer Heat Charter that applies to the relationship between customers and the services provider.

The purpose of the charter is to clarify and improve standards of service to domestic customers connected to communal heating systems.

The Customer Heat Charter

Communal heating systems are becoming increasingly common for new build developments and refurbishments to provide low carbon homes.

While the use of communal heating systems should reduce emissions and help to keep heat affordable, it raises a number of new issues for developers and customers of heat networks.

There are currently no definitive regulations in place to control the standard of service that is being provided for communal heat networks, other than general fair trading standards as imposed by the Office of Fair Trading. Without protection measures in place consumers may be vulnerable.

Evinox Residential therefore follow a “Customer Heat Charter” that has been developed based on similar procedures within the electricity markets and best practice in the industry. The charter applies to the relationship between customers and the services provider. The purpose of the charter is to clarify and improve standards of service to domestic customers connected to communal heating systems.

The document is a commitment to provide high levels of customer service and in particular to take into account the diverse needs of those customers.

The aim of the Charter is to:

  • Outline the basic requirements for service and customer protection
  • Apply to the majority of customers on communal heating schemes
  • Help the service provider understand the requirements from the outset

We do not suggest that this Charter will apply to all possible schemes; this is simply a guideline to follow. In addition this does not prevent developers, communities, or RSLs from requiring additional services from their service provider, or serve as a replacement for communication or contract negotiation with services providers.

The Charter covers -

  • Vulnerable Customers
  • Maintenance
  • Pricing, Debt, Disconnection and Prepayment meters
  • Quality of Service and Complaint Handling
  • Tenants Obligations
  • Energy Billing
  • Pricing and our Fair Tariff Policy

Please click here to download our full “Customer Heat Charter” Document.