This article applies for:
I have a complaint about my service
Published on:
If you’re unhappy with the service you’ve received from us, please contact us so we can look into your concerns and try to put things right.
You can make a complaint about your heat network service in the same way you would make any other complaint as an Aster customer.
For heat network complaints, we will follow the Energy Ombudsman Scheme. Our heat networks complaints procedure sets out the steps and timeline we will follow to resolve your complaint.
You can find more information about how to make a complaint, what you can expect from us and how we’ll work to resolve your concerns on our complaints page.
Energy Ombudsman
If you are unhappy with how we have dealt with your complaint, after eight weeks you can take it to the Energy Ombudsman.
They can provide independent advice and investigate eligible complaints about heat network services to resolve outstanding issues.
Please note that the Energy Ombudsman considers complaints about the heat network service itself, such as interruptions to the supply of heating or hot water, billing or service standards. Complaints about unrelated repairs to your home will continue to be handled through our housing complaints process. We will investigate the cause of any heating problem and explain which complaints route applies.
The Energy Ombudsman can be contacted as follows:
Energy Ombudsman
Website: energyombudsman.org
Telephone: 0330 440 1624
Email: enquiry@energyombudsman.org
More information
You can also download our Making a complaint leaflet, which tells you more about our complaints service and includes information about other organisations that may be able to provide independent advice or support.