Purpose and Scope

This Customer Charter sets out the rights and responsibilities of any customer receiving advice, installations, products, services or other work carried out by the Energy Agency.

Our Commitment

At the Energy Agency, we believe that trust, transparency, and respect are the foundation of every successful relationship. This Customer Charter sets out what you can expect from us – and what we ask in return – to ensure a positive experience for all.

You can have confidence that the Energy Agency will:

Provide a Professional Service:

• Comply with this Customer Charter and work to the operational requirements relevant to the service being provided.
• Follow all internal policies and procedures.
• Provide accurate information at all times.
• Ensure proper quality control and training for our staff.

Be Respectful and Fair:

• Be responsive, approachable and treat you fairly and with respect.
• Communicate clearly and in good time so you always know what is happening.
• Be mindful of vulnerable customers.
• Protect your personal information in compliance with data protection regulations.
• Endeavour to understand your circumstances so, where you receive advice, that advice is suitable and takes account of your needs.

Be Transparent:

• Tell you openly who we are and what we do.
• Provide impartial advice.
• Explain the benefits of any scheme and signpost you to the right information hub.
• Provide you with clear, accurate and understandable information.
• Keep you updated of progress with your enquiry.
• Explain your rights or signpost to a statutory consumer rights organisation relevant to your enquiry.

Do our best to resolve any concerns or complaints

• Ensure our complaints process is clear and structured.
• Ensure there are no barriers for you to be able to contact us with queries, requests, concerns or complaints.
• Look to resolve any issues with minimum disruption.
• Use your feedback to improve how we do things.

Your Responsibilities

You also have responsibilities, and we ask that you:

• Provide accurate and timely information relevant to your enquiry.
• Let us know about any changes to your requirements as soon as possible.
• Respond to our communications within reasonable timeframes so we can make progress with your enquiry.
• Treat our staff with respect.
• Engage with us courteously and constructively, even when things go wrong.
• Recognise that our staff are here to help, and that mutual respect fosters better outcomes.
• Let us know what is working well and where we can improve – we want to understand if we can do things better.