The Warmworks Customer Promise

  • Sheila Kennedy
  • 4/02/2025
  • Categories:

Our customers are at the centre of everything we do, and our Customer Promise outlines the level of service they can expect from us.

We promise to provide you with a first-class, professional service. We’ll take your needs into account, keep you informed and make sure you’re supported every step of the way.

At Warmworks, we live by our Customer Promise to provide the best service and keep our customers at the heart of everything we do. Since 2015, our Customer Promise has allowed us to help nearly 50,000 homes across Scotland who live in fuel poverty.

When a customer begins their journey with us, we ensure that they are kept informed throughout the process – from arranging an initial home visit from one of our assessors to sending out a letter of recommended heating measures, all the way from install to an annual service one year after installation is complete. Our excellent Customer Experience Team are on hand to help the customer through their Customer Journey via phone or email.

As well as our Customer Promise, Warmworks’ work ethic is determined by our values. Our value in providing care about quality, safety and keeping our customer at the heart of what we do most aligns with our Promise. To reflect this, our wonderful Aftercare Team help support customers in effectively using and managing their energy efficient measures received through Warmer Homes Scotland.

Our customers have noticed the effect of our Customer Promise. In February 2024, Mrs L received her Internal Wall Insulation for her home and was very pleased with the lack of stress in her Journey.

“…it was very painless, there was no stress or anxiety, nothing.”

“The team took pictures and there was an issue with the windows opening and they came back right away. They were out in a flash and sorted it out. It was excellent.”

We currently have a trustscore of 4.7 out of 5 on Trustpilot.

This video outlines more about our Customer Promise and our commitment to providing the best possible customer experience.

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