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How the Nest home energy support scheme will deal with customers and what it expects from them.

First published:
1 April 2024
Last updated:

At Nest, we are committed to providing world-class customer service and treating our customers and colleagues fairly. We value the satisfaction of our consumers and clients, as well as the health and wellbeing of our people and believe that all customers and colleagues have the right to be heard, understood, and respected. Every day our expert advisors and teams work hard to provide a fair, clear and transparent service and to reach positive outcomes for all. 

Nest is committed to customer care and service excellence. We train all our staff who come into contact with customers in customer care as a standard part of our training programme.

We aim to: 

  • deal fairly, honestly, consistently, and appropriately with all customers.  
  • make it clear to everyone what Nest can do to support you and to meet your expectations. 
  • actively listen and work hard to address any concerns. 
  • establish what falls within our remit as an organisation.  
  • be open and avoid raising expectations that we are unable to meet. 
  • provide a service that is inclusive and accessible to all. 
  • ensure our colleagues, and people who use the services of Nest, do not suffer any disadvantage or distress due to the unacceptable behaviour of others. 

What we expect from customers: 

  • give us the correct information at the right time
  • tell us when something changes
  • treat our staff with respect

We understand sometimes that energy issues can be worrying or processes frustrating. Please remember that our team are human; just like you.

Treating people with kindness means everything to us but sometimes words and actions can have real impacts.