When something goes wrong with your heating or LPG supply, you want to know there’s someone at the end of the phone who can help.
For Mr and Mrs S-J, from near Stratford upon Avon, that reassurance was particularly important after their first delivery of LPG to their new underground bulk LPG tank.
Later that same day, their boiler wouldn’t ignite properly. Having just received their first LPG delivery, Mr S-J was understandably concerned there could be an issue with the new installation.
So, he called Northern Energy’s 24/7 emergency helpline.
Straight through to someone who could help
Rather than having to wait for someone to call him back, our 24/7 emergency helpline means Mr S-J could speak directly to a member of our team who could help him work through some checks and establish what was happening.
‘I Face Timed her as she was on a mobile, which was great as she could instantly talk me through the checks I needed to make sure everything was set up correctly and working.’ She also checked the delivery driver’s report from earlier that day to see whether any issues had been recorded.
Within around 20 minutes of making the call, Mr S-J had the reassurance he needed.
‘The speed to be able to get through directly to the support person was fantastic. She was very helpful, knowledgeable, and thorough.’
Reassurance when it mattered
The checks established that there was no issue with the LPG supply into the boiler. That helped pinpoint where the problem was and meant Mr S-J could arrange for the boiler to be investigated without the added worry that there was something wrong with his new LPG supply.
Most importantly, he knew he wasn’t dealing with the problem alone.
‘She was calm, reassuring, polite and quick to offer a lot of support.’
For Mr S-J, being able to speak to someone directly, get practical advice and understand what to do next made all the difference at a time when he wasn’t sure what was wrong.
When you need us, we’re here
This is exactly what we mean when we say we’re here for our customers.
We know that when you have a problem with your LPG supply or heating, you don’t want to be passed from one person to another or left wondering what to do next. Sometimes, you simply need to speak to someone who knows what they’re talking about and can help you work through the problem.
For Mr and Mrs S-J, that direct, personal support was what stood out.
‘At a time of uncertainty, their service offering shone through with the knowledge, speed and fantastic personal, direct support.’
24/7 emergency help when you need it
Our 24/7 emergency helpline is there when you need us, with real people ready to provide help and reassurance when something goes wrong.