Customer Care
- Completely transparent in the way we charge our customers – no hidden costs
- We carefully select an Account Manager to work with each of our customers
- A tailored service to suit your individual needs
Our ethos has always been to have an honest and open approach. We work hard to nurture relationships built on strong foundations of integrity and trust. We don’t want to be the cheapest or the biggest energy consultants in the UK, we want to be the very best.
In order to care for our customers, we recognise the need to be transparent. One way we do this is by being completely open in the way we charge our customers and ensure they understand how we recover the cost for our services. We make sure there are no hidden costs!
It’s important to us that we take time to get to know and understand our customers on a personal level as well as in a business sense. This helps us carefully select an Account Manager who is assigned to work with them based on the needs of the company and personality of our main contact. We recognise each customer is different which is why we work hard to put together a core team of Swans we feel will be enable them to get the most out of the services we offer.
We tailor our service to suit the needs of each of our individual customers, as we realise, and respect one size does not fit all. We are in the unique position of being able to act like a mini energy department for our customers. Not only are we able to help them with the procurement of energy, our in-house team dedicated to dealing with our customer’s queries and problems allows us to also manage everything from billing disputes to Change of Tenancy (COT) on their behalf. Over the years we have saved our customers’ money by detecting errors in utility bills, querying suppliers and supporting the recovery of funds.
We are more than happy to work with customers to find solutions to their specific problems which may mean a new offering or change to a service we already provide. This flexibility and willingness to adapt has helped us retain over 90% of our business year on year since we started trading and provides new, exciting products to prospects giving us an edge over competitors.
Our ‘Quality Triangle’ comprises of our Investors in People and the TPI Code of Practice, demonstrating that we are happy for external professionals to test our integrity by examining evidence of the quality of the service we deliver. These accreditations provide reassurance that we are transparent on things that customers and suppliers cannot easily measure themselves.
The energy industry is unregulated which means there are no guidelines on what the appropriate amount is to charge customers. This means that brokers can charge however much they want and don’t have to be upfront with these costs. Some consultants simply don’t have their customers best interests at heart and unfortunately, we hear time and time again about businesses who have been stung by hidden fees. These usually come once they have signed into a contract with a supplier, because the broker hasn’t provided a clear breakdown of the costs.
Customer care is also important when it comes to finding the right energy contract to suit your business needs. It’s important that all your desired requirements are considered so that your business is placed on the right tariff to suit your needs. If a broker doesn’t care about their customer, they may not ask what’s important to them. This might be anything from using a ‘green’ supplier to consolidated billing. When we engage with a customer, an important part of our process is to create their ‘Energy Wishlist’. When going out to tender, we take all these points into consideration and communicate our customers’ requirements to the suppliers which puts us in the best possible position to negotiate contracts on their behalf.
If you are looking to discuss your energy contracts with a skilled expert, would like some advice or guidance around the options available to you or would simply like to find out more about the services we provide, please fill in the contact form with your details and we will be in touch shortly.
Be Curious
We value questions over answers, we never judge or assume.
Exceed Expectations
Forget the what is and embrace the what if. People of excellence go above and beyond to do what is right.
Embrace individuality
Be the person you want to be, so you can celebrate yourself, so we can celebrate together.
Success through trust
We place people and integrity over profit, to drive growth through long term trusted relationships.
Winner - Best Customer Service - (SME)
Finalist - Do The Right Thing
Finalist - Net Zero Hero
Finalist - Net Zero Leaders
Finalist - Best Company to Work For
Finalist - Industry Expert
Finalist - Best Customer Service - Large Customers
Finalist - Most Trusted Consultancy - Large Customers
Finalist - Most Trusted Consultancy - (SME)
Finalist - Consultancy of the Year - (SME)
Finalist - Consultancy of the Year - Large Customers
Highly Commended - Third Party Intermediary of the Year
Winner - Best Professional Services Organisation
Winner - Most Trusted Consultancy (SME)
Finalist - Do The Right Thing
Finalist - Net Zero Hero
Finalist - Net Zero Leaders
Finalist - Best Business Solution - Renewables
Finalist - Wellbeing & Diversity
Finalist - Best Customer Service - Large Customers
Finalist - Most Trusted Consultancy - Large Customers
Finalist - Best Customer Service - SME
Finalist - Consultancy of the Year - SME
Finalist - Consultancy of the Year - Large Customers
Winner - Consultancy of the Year (SME)
Winner - Best Customer Service (SME)
Finalist - Best Business Solution - Renewables
Finalist - Most Trusted Consultancy - (SME)
Finalist - Disruptor of the Year
Finalist - Business Person of the Year
Winner - Customer Service (SME)
Winner - Customer Care
National Runner-up - Workplace Wellbeing
Winner 2019
Regional Winner - Workplace Wellbeing
Winner - Most Trusted Consultancy (SME) - 2019
Finalist - Consultancy of the Year (UK) - 2019
Finalist - Best Customer Service (SME) - 2019
Finalist - Industry Expert (Aimee Konieczny) - 2019
Finalist - Secret Star (Simon Rolfe) - 2019
Bronze - Best Company to Work For
We are accredited until 2021.
Winner - Secret Star (Rae Harris) - 2018
Winner - Consultancy of the Year (East) - 2018
Finalist - Consultancy of the Year (UK) - 2018
Finalist - Most Trusted Consultancy - 2018
Finalist - Awesome Place to Work - 2018
Winner 2018
Winner - Most Trusted Consultancy - 2017
Winner - Consultancy of the Year (East) - 2017
Finalist - Inspirational Leader - 2017
Winner - UK's Energy Service Firm of the Year - 2017
Winner - UK's Energy Service Firm of the Year - 2016
Finalist - 3rd Party Intermediary of the Year - 2016
Winner - Consultancy of the Year - 2016
Winner - Unsung Hero - 2016
Finalist - Most Trusted - 2016
Finalist - Business Person of the Year - 2016
We have been accredited since 2016.
Winner - Best Small Consultancy (UK) - 2015
Winner - Best Small Consultancy (East) - 2015
Winner - Most Trusted Consultancy - 2015
Finalist - Best Customer Service - 2015
Class of 2015
Young Director of the Year - 2015
Winner - I&C Most Innovative - 2014
Finalist - SME Most Innovative - 2014
Finalist - SME Most Trusted - 2014
We have been accredited since 2012.
We have been accredited since 2010.