In today's dynamic energy landscape, staying ahead of industry challenges is crucial. Ever more being a topic of discussion in the news, the growing debt in the energy sector poses concerns for both households and the industry at large.
At TCHGroup, we are not just observers; we are proactive problem-solvers dedicated to supporting our utilities clients and their customers.
Here at The Consumer Helpline, an integral part of TCHGroup, we continue to take action to address the issues discussed in the news and support our Clients in the energy sector.
Here's how we're making a difference to support the wholesale energy suppliers who in turn are ultimately offering different options to households via:
- Personalised Payment Plans: We've reached out to our Clients customers , working collaboratively to establish customized payment plans tailored to individual needs. By fostering open communication, we aim to alleviate the financial burden on households and contribute to the stability of the energy industry.
- Direct Debit Resolutions: For those Client customers who have defaulted on payments, we have been proactive in helping ensure that they are not getting into further debt by supporting them to re-established direct debits to help them regain their financial footing. Our goal is to facilitate a seamless process, ensuring that consumers are back on track with their energy payments.
- Smart Meter Installations and Usage Management: As part of our commitment to innovation, we assist customers in managing their energy usage through smart meter installations. Our experts provide valuable advice on optimizing daily energy consumption, helping households make informed decisions for a more sustainable future.
Beyond this, our dedicated teams handle various aspects of customer support:
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- Customer Care (CCA): With a number of our full-time employees, our CCA team handles all facets of customer care through inbound and outbound channels, including calls, emails, and energy system ticketing system. We regularly provide customer account health checks as standard to ensure everything is up to date to ensure no one is paying more than they need to for their energy, as well as providing support to those that may be in some difficulty.
- Change of Tenancy and Smart Bookings: Our dedicated team manages change of tenancy activities efficiently via email and ticketing systems, occasionally reaching out through outbound calling. Additionally, they handle all customer requests related to smart meter installations.
We go beyond conventional solutions. We're committed to creating a resilient energy sector, one customer at a time. Join us in navigating the challenges of today's energy landscape and building a sustainable future together. It’s "Our World” after all.
