Our support services include the following activities:

• On-site customer support
• Prepayment systems
• Customer support centre
• Monthly billing and cash collection
• Online account management

On-site customer support

Our professionally trained engineers cover the whole of the UK providing guaranteed response times for meter maintenance and heating system services. This means we can guarantee that all our equipment is serviced and commissioned by our own engineers who have real time access to our back office management systems.

Prepayment systems

Prepayment systems are available for heat, electricity and other utilities using our own smart card prepayment system. These are typically used on communal and district heating systems as a viable, cost effective and simple alternative to traditional collection of heating charges and the associated administrative problems. The Genesis prepayment system is capable of managing debt accounts and daily standing charge reduction as well as heat supply. 

ENER·G Switch2 was among the first to introduce the concept of prepayment for communal and district heating systems and remains the only company able to offer this service together with a complete range of complimentary support services, including automatic downloads and emergency credit facility.

Customer support centre

With just one telephone number for all your enquiries, from payments to service visits or emergencies such as leaks, ENER·G Switch2 are literally always there to provide assistance and advice when you need it. Our national centre provides comprehensive support for all customers, 52 weeks a year. Open from 8.00am until 6.30pm, all calls are answered by a friendly service team member. For absolute peace of mind, outside of these hours our duty engineers are on call to deal with emergencies.

Monthly billing and cash collection

We offer a fully supported accounting and bureau service especially for Facility Managers, Energy Managers and Housing Managers with the flexibility to tailor our services to requirements of multiple fuels and tariffs. Prepayment customers can buy credits at a local point of sale unit dedicated to the scheme. Cash is reconciled and paid across to the scheme operator on a monthly basis. Credit customers can be billed monthly with payments made in a number of ways including variable direct debit, credit/debit card, and the internet, as well as our recently introduced payment card system and bar-coded bills, which enable payments to be made at any outlet displaying the PayPoint logo or at Post Offices.

Online account management

Every user has access to the ENER·G Switch2 online account management system, which can be accessed using web browser-based software. The system provides consumption and account data and has analytical tools such as bill checking and monitoring. Leaseholders/RSLs can also manage all properties in their portfolio using their online account. In the same way, the managing agents or scheme landlords have access to all the properties on a scheme. This allows site management information such as consumption data that can be easily downloaded into a usable format.