Your quarterly newsletter |
As the colder months settle in, we’re here to help you stay warm and informed. In this first edition of our quarterly newsletter, discover energy-saving tips for winter, how we’re improving customer communications, information about our refund process, and more. |
Winter is here, and with it comes the need to keep our homes warm whilst staying on top of energy costs. To help you stay comfortable whilst saving money, have a read of our simple but effective energy saving tips. |
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Your most frequent questions, answered |
What does "FIC line down" mean? |
Sometimes you might hear us talk about a connection issue with your fixed internet line impacting our ability to communicate with the energy meter in your property. A fixed internet connection (FIC) line connects your building’s broadband network to the internet, allowing us to read your meter remotely.
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If this FIC line is down, it means the connection is temporarily interrupted impacting our ability to talk to your meter and update your account. We’ll always work with your heat supplier to resolve these issues, but you may receive bills based on estimated reads until the connection is restored. If you would like us to use an actual meter read on your next bill, please submit the below form to us within 3 days of the end of the month. |
How does my heat network tariff compare to gas and electricity tariffs? |
While direct comparisons to traditional gas or electricity tariffs can be tempting, it’s important to note that these systems operate differently to heat networks, which offer their own unique benefits.
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In the below blog we’ve outlined the key differences, explained what influences your tariff, and highlighted how upcoming regulations look to improve transparency and consumer protections for heat network residents. |
Responding to your feedback |
We understand the importance of communicating clearly, promptly, and effectively with our residents, and we’re committed to constantly making our messaging better.
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As a result, we’ve recently joined the Contact Centre Management Association (CCMA), enabling us to learn from industry leaders, benchmark our performance, and adopt best practices to better support and engage with our residents. |
Helpful updates and resources |
We’ve published our refund policy to make the process clearer and easier to understand. Whether you’ve moved out, made an overpayment, or need a refund for another reason, the policy explains how to submit a request and the steps that follow. |
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We hope you enjoyed your quarterly newsletter and found the updates helpful. We'd love to hear your feedback, so please leave us a review on Trustpilot, and we’ll see you in the next edition! |
We process your personal data on behalf of your heat supplier. For more information, please see our privacy policy. Insite Energy – Studio 4 Stuart House, St. Johns Street, Peterborough, PE1 5DD. Registered in England and Wales, Number 7073730.
Our blog Find your home Privacy policy |
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