providing pricing protection (in respect of heat/hot water/total energy costs), with regular price comparator review; pricing to be clearly explained and statements to set out breakdown of costs; [offer of dual fuel discounts to Domestic Customers]; associated revenue collection with customer choice of methods (including pre-payment meters) ; provision of customer query management facilities for end users to query energy invoices.] Customer Protection [To include: provision of additional services/ protections for vulnerable Domestic Customers; [compliance with the standards set out in Heat Trust Scheme Scheme Rules and Scheme Bye-Laws]; access to Domestic Customer premises only by prior arrangement or in an emergency and the obligation not to cause any damage (and any damage caused to be satisfactorily rectified); ability to challenge meter readings and request testing of meters; data protection/ limitations on use of personal data.] Fault Rectification/ [To include: Performance Regime provision of emergency call out services/response regime for fault rectification of plant and networks; appropriate standards of performance and compensation regime for breach, guaranteed minimum standards of Heat supply could be:
providing pricing protection (in respect of heat/hot water/total energy costs), with regular price comparator review; pricing to be clearly explained and statements to set out breakdown of costs; [offer of dual fuel discounts to Domestic Customers]; associated revenue collection with customer choice of methods (including pre-payment meters) ; provision of customer query management facilities for end users to query energy invoices.] Customer Protection [To include: provision of additional services/ protections for vulnerable Domestic Customers; [compliance with the standards set out in Heat Trust Scheme Scheme Rules and Scheme Bye-Laws]; access to Domestic Customer premises only by prior arrangement or in an emergency and the obligation not to cause any damage (and any damage caused to be satisfactorily rectified); ability to challenge meter readings and request testing of meters; data protection/ limitations on use of personal data.] Fault Rectification/ Performance Regime [To include: provision of emergency call out services/response regime for fault rectification of plant and networks; appropriate standards of performance and compensation regime for breach, guaranteed minimum standards of Heat supply could be:
Heat_Network_Heads_of_Terms.docx