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Client & Customer Services

Dedicated customer helpdesk and monthly management reporting for heat networks. Ensure your tenants get the answers to their questions quickly, easily managing their energy through our online customer portal. 

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About Our Client & Customer Services

We manage customer relations so you don’t have to. Our dedicated customer helpdesk is designed to answer your tenants’ questions, responding to urgent callouts as and when required. 

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Dedicated Customer Helpdesk

We offer a dedicated customer helpdesk, meaning that we can be the first port of call for your customers. Should they need any support with their heating, we’re here. Get in touch with us via phone, online or email, whatever’s convenient for the end user.

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Online Customer Portal

We offer an online customer portal, allowing your end users to log in, see their bills, pay for their bills and download any key documents they may need. This makes the process painless (and ensures important documents aren’t lost!). 

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Key Performance Indicators & Monthly Management Reporting

Most firms don’t offer KPIs – CEP insist on them. We offer a number of KPIs that are designed to benefit both our organisations. If we do not meet our service KPIs, we will give back a percentage to compensate. We hold ourselves accountable, sharing the risk with you.

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Compliance Support (Heat Network Regulations)

Heat network regulations focus, in part, on customer protections. Support is integral to this – we ensure that you’re adherent to new legislation, as well as other legislation (including fire, gas and water safety, GDPR and more). 

 

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Direct Resident Bookings for Apartment Access

Allow end users to make appointments directly with CEP engineers – our easy-to-use booking system means that managing agents do not need to be involved, saving you time and potential expense when it comes to handling day-to-day heat network management. 

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24/7 Response for Urgent Callouts

Any loss of critical services needs to be handled immediately. We offer 24/7 response for urgent callouts, offering a four-hour response time for landlords (scheme-wide), and a twelve-hour response time for individual apartments.

How do we support?

If you’re looking for specialist heat network customer support services, you’re in the right place. Talk to our specialists using the link below.

Talk to our customer support specialists

The Benefits of Our Customer Services & Support

We handle the entire customer support process, becoming your dedicated support team. 

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  • 01.

    Professionally Handle Complaints/Queries

     

    Every heat network has its share of complaints/customer queries. This is normal. Unfortunately, managing high-volume calls can be hard. Our dedicated call centre manages everything on your behalf. 
  • 02.

    Maintain Good Client Relations

     

    Rapidly responding to any client complaints or queries is essential if you’re looking to maintain strong client relationships. Our customer support specialists are highly trained, ensuring issues are resolved quickly and effectively. 
  • 03.

    Adhere to New Regulations

     

    Our customer support services ensure that you’re offering the highest quality service to your end users, which is a key objective of the heat network regulations and Energy Act 2023. We ensure you remain compliant.

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Get your questions answered

Want to talk to a specialist?

Our experts are here to talk. Let us know how we can help with your heat network(s), we’ll do the rest. 

Residential Customer Enquiries & Payments

Tel: 0330 088 3607

FAQ on Client Services

What does everything on my bill mean?

Communal Energy Partners offer several types of payment services:

Variable direct debit – You can set this up over the telephone. Please call SW Energy’s Customer Service Team on 0330 088 3607.

BACS– you can make a direct payment through your online bank account to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Cash Payment – you can also make cash payments at any Barclays Bank to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Telephone - To make payment by debit or credit card by telephone, please contact SW Energy’s Customer Service Team on
0330 088 3607.

Online - Via our secure online Payment Portal

Download a printable DD mandate

Direct Debit Mandate

Download

How do I pay my bill?

Communal Energy Partners offer several types of payment services:

Variable direct debit – You can set this up over the telephone. Please call SW Energy’s Customer Service Team on 0330 088 3607.

BACS– you can make a direct payment through your online bank account to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Cash Payment – you can also make cash payments at any Barclays Bank to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Telephone - To make payment by debit or credit card by telephone, please contact SW Energy’s Customer Service Team on
0330 088 3607.

Online - Via our secure online Payment Portal

Download a printable DD mandate

Direct Debit Mandate

Download

How do I set up a Direct Debit?

Communal Energy Partners offer several types of payment services:

Variable direct debit – You can set this up over the telephone. Please call SW Energy’s Customer Service Team on 0330 088 3607.

BACS– you can make a direct payment through your online bank account to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Cash Payment – you can also make cash payments at any Barclays Bank to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Telephone - To make payment by debit or credit card by telephone, please contact SW Energy’s Customer Service Team on
0330 088 3607.

Online - Via our secure online Payment Portal

Download a printable DD mandate

Direct Debit Mandate

Download

How do i know if my Direct Debit has been set up?

Communal Energy Partners offer several types of payment services:

Variable direct debit – You can set this up over the telephone. Please call SW Energy’s Customer Service Team on 0330 088 3607.

BACS– you can make a direct payment through your online bank account to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Cash Payment – you can also make cash payments at any Barclays Bank to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Telephone - To make payment by debit or credit card by telephone, please contact SW Energy’s Customer Service Team on
0330 088 3607.

Online - Via our secure online Payment Portal

Download a printable DD mandate

Direct Debit Mandate

Download

I have never received a bill.

Communal Energy Partners offer several types of payment services:

Variable direct debit – You can set this up over the telephone. Please call SW Energy’s Customer Service Team on 0330 088 3607.

BACS– you can make a direct payment through your online bank account to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Cash Payment – you can also make cash payments at any Barclays Bank to SW Energy Ltd. Each development has its own dedicated service number. To ensure your payment reaches the correct account please refer to the payment instructions on the Find Your Development page for your property. Please remember to enter your unique customer reference when making a payment which you can find on the top right-hand side of your bill. Please note payments made using this method may take 3 working days to be allocated to your account.

Telephone - To make payment by debit or credit card by telephone, please contact SW Energy’s Customer Service Team on
0330 088 3607.

Online - Via our secure online Payment Portal

Download a printable DD mandate

Direct Debit Mandate

Download

What kind of reporting will I receive from CEP?

CEP will issue detail monthly reports and KPI’s which will include site heat network efficiency, heat rates, credit control, financials, complaints, meter issues, plant room and HIU reactive and planned actions.

Is there a single point of contact for client and resident queries?

Yes, each Clients will have director level key contacts for their sites

Can CEP deal with all heat networks and billing queries on behalf of the client?

Yes, CEP offer a complete one stop shop for all heat network services, from gas procurement to billing, engineering and improving network efficiencies and can deal with all customer queries via our centralised customer platforms

Can customers access a portal to view/pay bills and provide meter readings?

Yes, CEP have a dedicated customer portal and CRM platform

Does CEP operate KPIs for their services?

Yes, CEP offer a range of KPI’s including number of complaints, response times, estimates and service losses. Customers/Clients will receive financial payments for KPI breaches

Can I get in contact with CEP for urgent issues outside of business hours?

Yes, CEP operate a 24/7 help desk and call out for all urgent engineering services

Download a printable DD mandate

Direct Debit Mandate

Download

How can CEP ensure that we are compliant with upcoming regulation?

As CEP offer a complete one stop service, covering the entire energy life cycle from gas procurement to plant room engineering, we are ideally placed to help Clients ensure they are compliant. CEP also offer a number of workshops and guides on how to meet new regulation requirements for Clients.
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Hear from our customers

'We have collaborated with CEP to improve the performance of our heat network. This was done through rolling out a robust improvement programme and using data to identify and analyse the performance of the project'

Pelumi Solaru, Notting Hill Genesis

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Hear from our customers

'The team at Communal Energy Partners provide a highly professional service and their level of expertise and knowledge is invaluable both in occupation and pre-occupation. This makes CEP a trusted partner for the delivery of metering and billing services.'

Pete McAsey, Ballymore Asset Management

© 2021 SW Energy Ltd t/a Communal Energy Partners Company Number

07503995