Watkins Energy

Watkins Energy, heat supplier for networked homes

Watkins Energy operates as the heat supplier for homes connected to its heat networks. In that role it manages and maintains the network serving each property and bills residents for the heat they consume. The company states that it is the only supplier for each of those networks, so households cannot switch provider in the way they can with conventional gas or electricity contracts.

The company notes that this arrangement should have been explained to residents before they bought or rented their home. It also points out that, unlike gas and electricity, which are regulated by Ofgem, heat supplied through heat networks is currently unregulated.

Customer charter and guaranteed standards

To address that regulatory gap, Watkins Energy sets out its service commitments in a Customer Services Charter, supported by Guaranteed Service Standards. These documents are intended to define what customers can expect and to give them a basis for holding the company to account when service falls short.

The company also commits, as a minimum, to meeting the standards of the Heat Trust, a voluntary consumer protection scheme that sets minimum expectations for service and customer care. Heat networks registered with the Heat Trust are monitored and independently audited, and Watkins Energy publishes information on the scheme and on the sites it has registered.

Heat networks explained

According to the company's own explanation, a heat network produces heat in a local energy centre and distributes it to nearby homes and businesses, providing heating and hot water when needed. Watkins Energy's activity centres on managing that infrastructure and on the billing relationship with the households it serves.

Metering and billing as a separate service

Beyond its role as a heat supplier, Watkins Energy offers metering and billing as a standalone service. This allows the company to provide those functions independently of the supply relationship described on its site.

Registered Heat Trust sites

In May 2020 the company announced that it had become a Registered Participant of the Heat Trust, after registering its first two heat networks. The first is The Lane, Tottenham, and the second is Synergy, Charlton. Both developments were built by Fairview New Homes. Once fully constructed, The Lane is to provide 144 new homes and commercial premises, while Synergy is to provide 330 new homes and commercial premises.

Watkins Energy presented the registration as a milestone for the company and as a benefit for residents of both developments, who can rely on the consumer protection associated with the scheme.

Customer support topics

The company's website organises support around a set of practical matters for residents on its networks: account management and prepayment top-ups, moving home, servicing and repairs, a helping hand for customers struggling to pay, complaints, energy efficiency guidance and a library of information. It also maintains a dedicated section of COVID-19 information.