Customer services & support

The 'Excellent' metering & billing provider

At Insite Energy, we understand a lot goes into managing a development. Handling your resident’s energy accounts is only a small part of that, so why not outsource it to someone who are experts for it.

With the industry’s longest opening hours and multiple communication channels, Insite Energy provides the best customer service in the market, as shown by our ‘Excellent’ rating on Trustpilot. Click on one of the services below to find out more on how we can support your residents.

Easy energy account management

Reliable heat supply & customer advisors

Accurate & fair billing

"The gentleman that helped me log into the new site was brilliant, he was patient and ever so polite, his tone of voice was clear and he went out of his way to ensure that I resolved my query at the first point of call. I was really worried as I couldn’t log on and he took away all these worries. I am really thankful to him. He was amazing." - Anita Patel on Trustpilot

Easy energy account management

Energy prices are continuing to rise, and people will have questions about their energy accounts. Making it easier for customers to find the answers allowing them to manage their energy accounts is key to creating a relationship built on trust. At Insite, we have a variety of resources available to help with this:

24/7/365 access to our customer portal, my insite, and scheme-specific microsites to enable self-serve capabilities;
The longest call centre opening hours in the industry, as issues don’t wait for the clock to strike 9am on a Monday morning;
Multiple contact channels available to your residents, so they can write, type, call, and speak to us in a way that suits them, and;
Residents can pay for their energy using one of the various payment methods provided for both credit billing and our pay-as-you-go (PAYG) services.

Reliable heat supply & customer advisors

Energy is part of everyday life. Providing customers with appropriate channels to raise an issue with their heating & hot water, and having the processes in place to quickly restore supply are crucial to any energy provider. Having heavily invested in our people and technology, Insite Energy is able to do just that.

Our CRM system is integrated with our telephone system, securely centralising customer information allowing us to respond to customer queries efficiently;
24/7 emergency call-out services available to ensure residents’ heat supply is restored within the Heat Trust Scheme Rules timelines;
Customers can raise issues with their heating and hot water supply by contacting our call-centre via email, web-chat, web-form, over the phone or using our callback function, and;
Customer service advisors do not use callscripts, making sure each problem is correctly understood, avoiding frustration amongst residents.

Accurate & fair billing

Energy prices are rising and naturally customers will have questions about their heat tariffs. By ensuring that these are calculated fairly and accurately, and communicated appropriately, Insite helps your residents to understand the service they are paying for:

All metering & billing solutions allow for Automated Meter Readings (AMR) ensuring that bills and credit displayed are accurate;
Clients have access to 24/7/365 meter health reports via VANTAGE to ensure meters are active and recording meter readings;
Bills are sent monthly to residents on credit billing to help them understand their consumption and keep an eye out for any anomalies;
All PAYG systems come with a physical or digital in-home display (IHD) that helps to track energy consumption;
Where Insite Energy is the metering & billing provider, customers will be able to create an account on our customer portal, my insite, to help manage their energy accounts, and;
Insite’s dedicated onboarding team works with strict SLAs that are in line with Heat Trust Scheme Rules to ensure residents are only billed for energy they consume.