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Our debt management services

For many heat suppliers debt risk management is a key concern. Our experienced customer service team have the systems and processes in place to effectively and fairly manage and report on resident debt issues.

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How does Insite manage customer debt and income recovery?

We understand your residents may sometimes struggle to make payments on time, especially at certain points in the calendar year. Our experts are on hand to work with you to develop tailored credit billing and debt management strategies based on your specific scheme requirements e.g., tenant or leaseholder billing structure. Defining a clear strategy and step-by-step process allows closer management of debt and minimises risk as a result.

The key causes of debt:

  • Out-of-date customer data meaning customer communications and bills don’t reach the right person.
  • Lack of understanding and resultant mistrust in bills – we ensure that our bills are clear, easy to read, and issued consistently each month.  
  • Difficult to use payment methods – we ensure we’ve got a payment method suitable for all customers
  • Poor access to customer support – if customer’s have a query about their bill or consumption but can’t get in touch with anyone to help, this may stop them from paying their bill until their have confidence in what they’re paying for.

Credit Control Process

We have a clear credit control process, issuing customers with two debt reminder letters before escalating to yourself for potential legal action. If we don’t receive any contact from customers, debt reminder letters will be issued in line with the Heat Network (Metering and Billing) Regulations 2014 and Heat Trust Scheme Rules. 

We encourage anyone experiencing difficulty in paying their bills to contact us as soon as possible so that we can set up manageable payment plans paid via periodic direct debits that prevent debt from building up. These allow customers to gradually pay off their debt whilst covering ongoing bills. Our customer service agents are highly skilled to assist all customer situations. 

We keep you informed of all accounts that have fallen into arrears through our client aged debtor reports and reconciliation reviews along with updates on recovery progress. This gives you continuous visibility of how your scheme is performing in order to instruct us accordingly, as well as highlight where any shortfall in collections may occur. 

Where required, we have external debt recovery partners on hand who can take advise on and proceed with a more formal, legal recovery process should you feel that is an appropriate next step. 

When the issue of resident debt must be avoided altogether or drastic measures are needed to achieve improvement, the retrofit installation of a PAYG system may be the answer – we can help you determine if this is required.

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The importance of hierarchy

When accounts are not correctly set up, pursuing debt can become extremely difficult. Below are some top tips to get them set up right, which will help prevent debt accruing with no way of recovering.

• Tip one: Ensure Leaseholder details are shared and set up on accounts.

• Tip two: If available, the provision of contact details and forwarding addresses is critical for assisting with the pursuit of any debt.

• Tip three: If you are billing tenants, ensure you have clearly defined heat supply agreements in place.

Contact our sales team

We aim to respond to all enquiries within 24h.

For any residential enquiries, please email

0207 038 9117

Our opening hours are 9am-5:30pm

For any residential enquiries, you can find your scheme-specific phone number on the 'My development' page.

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

Insite Energy is registered by the FCA for anti-money laundering.