The Challenge
The Guinness Partnership were concerned by high network losses and poor performance of existing meters and HIUs at Pickmere Court.
Further to this, while an MBus network was in place, it was not working correctly, resulting in irregular reports. The commercial spaces on site did not have separate metering from residential spaces. Both of these factors left The Guinness Partnership in a position where they had to estimate resident bills.
Residents were concerned by the lack of reliability and lack of visibility when it came to billing.
As a result, The Guinness Partnership engaged FairHeat to retrofit an intelligent multi-utility metering and billing system at Pickmere Court to facilitate the metering and billing of heat, but also electricity and cold water. There was also a requirement for the system to be user-friendly for the elderly.
FairHeat Expertise Guided Improvements For Residents And The Client
FairHeat carried out a site audit to provide options for improving the performance of the heat network and improving the metering and billing provision for residents.
FairHeat recommended that Guru’s Hub II technology should be installed across the site, capturing usage data for accurate metering and billing and also providing residents with a simple way to view and pay for the energy they use.
As part of the engagement, FairHeat carried out the project management of the install, provided support to on-site staff for maintaining and commissioning the HIUs and meters, and also attended customer feedback sessions with residents to ensure the system put in place worked well and was as user-friendly as possible.
Sycous Managed Service Ensuring Excellent Resident Care
Sycous supplied, installed and commissioned 85 new cold water meters and 85 new MBus electricity meters whilst also recommissioning of all of the existing heat meters.
Sycous installed and commissioned each Guru Hub II and the wider communications network infrastructure. These were installed in all residential properties, the commercial spaces, in each block, and in the plant room.
Sycous engineers completed the works wearing branded uniform and carried out the project in a professional and friendly manner. Receiving positive feedback from both residents and the client.
So that residents were supported through the change, Sycous created accessible correspondence, including large printed booklets. Sycous customer support team also took example statements and correspondence to resident’s meetings to further explain to vulnerable residents how to manage and set up their account.
Above and beyond
Sycous were aware this was an Extra Care Scheme and communication would be paramount to success. Sycous attended an initial welcome meeting where residents could drop in at any point to learn about Sycous and ask any questions they had regarding the new equipment.
Residents were also able to sign up for the consumer dashboard and the consumer dashboard app allowing family who may support the resident to monitor energy usage. All residents, and those who support, have access to our call centre by phone and email for all enquiries.
On behalf of The Guinness Partnership, Sycous produced tailored welcome packs, guides and welcome letters that are accessible to all residents.
