What is the Help Centre?

  • Updated

Welcome to the Help Centre! The Help Centre is our new online feature, where customers can contact us, as well as manage and understand their utility billing. It replaces our former Self Service platform, for a more polished customer experience.


You’ll find plenty of FAQs here, with our articles being better personalised to you.

Want to learn more about your system? Visit our Heat Networks category.

Only want articles on Pay-as-you-go? Visit our PAYG category for more.

There are many categories to choose from and we are regularly updating and adding articles, ensuring you always have the latest information to hand.

 

Our Customer Care team is here too, and our support ticket system has had a facelift! By submitting a ticket, you can send us customised information and attach photos and documents, allowing us to address your query most effectively. Your development will have a dedicated Customer Care adviser
associated with it, for a more personalised service. You’ll also be able to reply to advisers directly through email threads, without having to log onto the main site. This means our customers can keep in touch easily whilst on-the-go.

If you have an existing ticket open with us on our old Self Service system, don’t worry. We’ll honour your existing tickets in the usual way, with new tickets going through the Help Centre. To track a ticket on our old system click here. If you'd like to submit a new ticket, just click here to get started.

 

Of course, we’re also still available to help over the phone! Our Customer Care advisers are always happy to take the time talking to residents, helping with various billing queries you might have. You can call us on 01279 810 119 from 9am-4pm on Monday - Thursday. Please note that although our phone lines are closed on Fridays, your dedicated Customer Care adviser is still available via our ticket system.

 

As part of ongoing improvements to our online platforms, we have also introduced a new section to the Residents Hub: The Leaflet Library houses all our useful leaflets in one place, making these accessible as and when you need them.

 

We hope you enjoy exploring the Help Centre, and we thank you for your patience as we continue to develop our services!

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