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