As of this year Loka is a registered participant in the Heat Trust Scheme. Our registration number is 9456667;
What is the Heat Trust?
"Heat Trust launched in November 2015. It sets out a common standard in the quality and level of customer service that heat suppliers should provide their customers. It also provides an independent process with the Energy Ombudsman for settling complaints between customers and their heat supplier. This service is free for customers to access. The Heat Trust Scheme is managed by Heat Customer Protection Limited – a not-for profit company."
Why has Loka applied to participate in this scheme?
Loka is committed to providing a high-quality service and believe we should be held accountable for the service we provide. We have registered with the Heat Trust scheme to provide oversight for our performance on the Greenwich Peninsula in addition to the accountability measures in place through the Governance Committee.
What are the benefits to you?
As a registered participant, Loka will be tasked with supplying biannual reports to the Heat Trust and reporting on several key measures including;
- Complaints from customers
- System performance and down time
- Support for Vulnerable Heat Residents
For more information, please visit www.heattrust.org.