Our Complaints Handling Policy
Date published: March 2024 V5
About Us
At Energy Portfolio, we work hard to maintain a very high standard of service for you as the Managing Agent and your client. We specialize within the RICS/ARMA sector, currently helping 145 Managing Agents in the UK manage over 22,500 electricity and gas meters.
Our Services
We are a 'One Stop Shop' covering all aspects of both procurement and dealing with Electricity, Gas and Water suppliers for all day-to-day queries. Energy Portfolio is fully approved by the Energy Ombudsman Alternative Dispute Resolution (ADR) scheme, which officially goes live on December 1, 2022.
What We Are
We are an 'energy broker', an intermediary providing the service of researching and securing energy deals for our clients (or more precisely for the owners of the properties that you manage).
Our Commitment
- We use reasonable care and skill in delivering our services.
- We make reasonable commercial efforts to meet agreed timescales.
- We strive to put things right quickly and effectively if you're unhappy with our services.
Contract Placement Process
We obtain at least 3 comparable quotes before agreeing to a contract and only place contracts for a 12-month term to ensure full compliance with section 20.
Residential Price Cap
The residential price cap only applies to domestic household supplies and doesn't protect our residential management clients. Energy supply meters for residential management companies are set up under a business account.
Our Policy
We aim to change the way the Property Sector manages and procures utilities. We've created a process that allows you to easily raise concerns and have them dealt with swiftly.
How We Earn Money
Energy Portfolio earns a commission directly from the energy supplier, included in pence per kWh and the standing charge.
Complaints Procedure
Step 1 - Making a complaint
Contact your dedicated Account Manager by:
- Calling 0845 177 1376 (Monday to Friday 9am to 5pm)
- Email info@energyportfolio.co.uk – using the subject Complaint
Step 2 - Escalating your complaint within Energy Portfolio
If not satisfied, escalate to:
- Jo Robertson, Chief Operating Officer: jo@energyportfolio.co.uk or 07817 857111
- Mark Borg, Managing Director: mark@energyportfolio.co.uk or 07714763148
Step 3 - Escalating your complaint outside Energy Portfolio
If still not satisfied, you can submit a formal complaint via the Energy Ombudsman.