Policies for residents

When you interact with our services, whether as a resident, client, or visitor, we collect and use certain details to provide a smooth experience and meet legal obligations. This document explains what data we handle, why we need it, and how we keep it secure.

At Insite Energy, we take our customers’ experience seriously. Although we may try our best to avoid this, there may be times when things go wrong. When this happens, please let us know, using the steps below, so we can put it right.

At Insite Energy, our aim is to offer our residents the best service we can. If you are elderly, disabled or require any extra help, we have services available to you. We may also be advised by your heat supplier that you are vulnerable.

Our refund policy works in three simple steps. If at any time you require a refund from us following a payment made to your utility account, the first thing to do is get in touch with our Customer Services team.

When you move into a property connected to a heat network, the metering & billing account needs to be updated. This may result in a COR administration fee being charged to your account.

Insite Energy are proud members of the Institute of Customer Service’s ‘Service with Respect’ campaign. We fully stand behind the new legal protections that impose tougher sentences for assaults against public workers and continue to support their efforts in protecting customer facing staff.

Booking HIU service or support? These terms outline what we’ll do, what we need from you, and how we keep things fair and clear. Take a moment to read them before confirming your appointment.

From our own operations to every link in our supply chain, we’re committed to acting ethically and responsibly. This commitment aligns with the Modern Slavery Act 2015 and underpins how we do business.

By accessing and browsing our site, you agree to follow the terms outlined here. These rules are designed to protect both you and us, ensuring the content and services we provide are used fairly and legally. Please read them carefully before continuing to use the site.