CUSTOMER COMPLAINTS

Creating happy customers with fewer complaints is about getting the heat network running well, getting the finances right and communicating well with customers. For most customers the first time they have ever heard of a heat network is the day they move in to their home. And this creates real challenges in communicating with customers to make sure that they are happy with their home, their heating and their hot water. 

 

CUSTOMER SERVICE

 


Creating informed happy customers

 


The Issues

Customer complaints on range of issues

Customer do not understand how to get the best from their heating.

Late or inaccurate bills

High call out rates


Chirpy Solutions and Services 


Customer service development and roll out

 

Customer complaint processes – review and development

 

Customer communication strategy, development of materials, customer engagement

 

New tenant and scheme communications materials

Call centre training

SCHEME FINANCES

 


Charging the right amount in the right way for customers and schemes


The Issues

Scheme debt

Scheme not covering current running costs.

No funding for investments of upgrades

Tariffs do not reflect the real costs of he system.

Late or inaccurate bills


Chirpy Solutions and Services 


Tariff review, setting and compliance

 

Metering and billing reviews including structure and cost, supplier assessment and full procurement services

 

Scheme financial review and action planning

 

Internal engagement and strategy development.

 

Addressing scheme and customer debt

TECHNICAL ASSESSMENT AND REVIEWS


Why your system is not working and how this can be solved


The Issues

Frequent repairs

Unreliable service

Customer Complaints

System efficiency 

High running costs


Chirpy Solutions and Services 


Plant room and system assessment

 

Overall scheme efficiency rating

 

Health and safety review

Pipework and HIU assessment

 

Full system checks and analysis

 

Scheme monitoring and data

 

Issue identification, action planning and option appraisal

 

Scheme assessment and upgrades

 

New build specification development, procurement and commissioning

 

Training & upskilling of current heating repairs contractors