Network April 2019

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Case study: L&Q Energy One of the biggest landlords in the country, L&Q, has taken the bold step of launching its own in-house energy company, L&Q Energy. At the heart of the plans for launching the company was a desire to take back control over service standards. Heat networks are a huge part of L&Q's development plans. L&Q Energy currently manages 76 metered heat network schemes covering more than 8,500 homes. Future development plans combined with planning requirements will see that number rise by at least 30,000 homes over the coming years. Additionally, L&Q Energy will be taking over management of a further 175 communal heating systems currently being operated by L&Q. Victoria Keen, director at L&Q Energy, explains: "The launch of L&Q Energy shows how seriously we are taking our role as an energy provider. "Over recent years, almost all developers operating as energy providers have had to endure a steep learning curve. Mistakes at every stage of the process have impacted the end customer. "Now we have learned from those mistakes and taken transformational steps in a very short timeframe to improve how we deliver efficient, reliable and better value heat to our customers homes." Putting customers first Keen believes that the biggest change across the industry has been the shift towards a customer first approach. At L&Q, a significant part of this approach has been the decision to take all metering, billing and customer services in-house wherever possible, with this service being delivered through L&Q Energy. With customer services provided by a variety of organisations across L&Q's networks, the organisation found it difficult to ensure a consistent service for its customers. By specifying that all kit installed in its homes were open protocol, L&Q was able to quickly centralise services under its own in- house provider and reduce its risk. "Bringing customer services and the provision of metering and billing services in- house has meant we have quickly been able to regain control of an area of the business often vulnerable to high levels of reputational risk," explained Keen. "Standards amongst external metering and billing providers vary significantly. As a business, we couldn't live with a post code lottery on services. "Customers living in all our schemes should be able to expect the same service standards for heat services. This means clear bills, good communication and well-trained customer service advisors who can deliver a first-class customer experience we can be proud of." N E T W O R K I N N O V A T I O N Call us at +1-631-667-9200 or visit www.ulcrobo AN EFFICIENT AND EFFECTIVE WAY OF WORKING DELIVERS FINANCIAL BENEFITS FOR OUR CLIENTS AND THEIR CUSTOMERS MINIMISES PUBLIC DISRUPTION AND IMPACT ON STAKEHOLDERS REDUCES THE AMOUNT OF EXCAVATED MATERIAL BEING SENT TO LANDFILL DRAMATICALLY REDUCES THE RISK TO OPERATIVES AND MEMBERS OF THE PUBLIC ULC CISBOT TECHNOLOGY IS DEPLOYED IN HIGH PROFILE AREAS OF LONDON INCLUDING THE STRAND AND OXFORD STREET TO REDUCE DISRUPTION TO THE PUBLIC AND MINIMISE IMPACT TO THE ENVIRONMENT Gas networks such as SGN and Cadent con nue to deploy CISBOT to reduce costs, improve customer experience and minimise their carbon footprint – all with zero interrup ons to supply and district opera on pressures. NETWORK / 25 / APRIL 2019

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