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STANDARDS
OF
SERVICE

Your fundamental business services must run smoothly to ensure your customers and staff are happy and your professionalism stays intact.

Our team at 95 Degrees understands the importance of a good quality service. We are committed to building our customers' confidence and trust.

As such, there are certain standards that we will always strive to meet on your behalf. These include, but are not limited to:

  • Maintaining Appointments
  • Payment Arrangements
  • Written Complaints

Please download our Guaranteed Standards Scheme for more information.

Business man

Maintaining Appointments

We always try to be as flexible as possible when booking appointments with you. As such, we will always tell you whether we can call before or after 1.00pm and, if for any reason we have to change an appointment, we will give you at least 24 hours notice.

Payment Arrangements

We offer a few different ways to pay your bill. We will respond to any request to change your payment arrangements within five days of receiving your letter, e-mail or call. However, please be aware that we can't always fulfill your request for your preferred payment plan.

Written Complaints

Your satisfaction with our service is of the utmost importance to us, so if we have done something wrong, please tell us. If you do make a complaint about any aspect of our service, we will send you a reply within 10 working days of receiving your letter, e-mail or call.


Planned Interruptions To Supply

We will notify you in writing, at least 48 hours in advance, if we have to interrupt your heat supply for more than four hours to undertake planned works. We will also let you know the time when your heat supply will be restored.

Unplanned Interruptions

Sometimes accidents on our networks do happen, so we may need to turn off your heat supply to fix the problem. Don't worry - in most cases we will restore your supply within 24 hours of an unplanned interruption.

Compensation

In the unlikely event we fail to achieve any of these standards, you may be eligible for compensation.

For more information on our complaints process, please view our Customer Complaints Procedure.