Customer Commitment

East London Energy recognises that our customers have the right to expect a fair, efficient and polite service which meets their needs. We have put a lot of effort into achieving this and are committed to making sure that all our people keep to the principles of high-quality customer service. Our Customer Services Charter sets out the standards of service we aim to provide. It also provides information on how you can give us feedback on your experience of doing business with us.

We will:

    • Treat you with respect, honesty and fairness
    • Ensure that our employees are fully trained
    • Ensure that our employees use plain language in any correspondence with you
    • Deliver what we promise
    • Strive to exceed your expectations
    • Be cost conscious and efficient
    • Listen to your feedback and act on it
    • Regularly review and improve our service
    • Deal with your enquiry sensitively and confidently

If you are still not satisfied with our service, please contact us.

Customer Support

We aim to provide the best possible service in a way that is easily accessible to all customers, in particular vulnerable customers, and those in need of additional help. This includes people who are elderly, disabled, chronically sick, blind or partially sighted, as well as the deaf or hard of hearing, and where English is a second language.

We aim to support you as much as possible and these are some of the services that we can offer:


  • Keeping a Vulnerable Customer Register
  • Keeping a Priority Service Register for all customers who need additional help.
  • Allowing vulnerable customers to nominate a third party to manage their billing/payment and all contact with East London Energy.
  • Offering the option to select a password that all East London Energy employees must use to gain access to your home for any appointments;
  • Working, where necessary, with advice agencies, support agencies and charities to offer our vulnerable customers the most suitable solutions to help with energy debt.
  • Providing, upon request, a heating bill and billing information in a format that can be understood by visually and hearing-impaired customers.

If you are eligible, then, upon request, we can arrange to send your bill and any correspondence to a person you have nominated to help you understand and pay your bill. As our customer, the responsibility for payment of the bill will remain with you.

You can complete the Letter of Authority form here to let us know who you have nominated.

Information & Advice

Customer Commitment

Heat Trust