Nu-Heat’s top customer service award is a first for the heating sector

There are smiles all round at Nu-Heat today, as we have just been presented with a top national customer service award!

We are proud to be the only heating supplier to be recognised in this way, and are delighted that our commitment to customer service has been recognised on both a regional and national level in less than a month!

Leonie Williams from the Institute of Customer Service presents the ServiceMark with Distinction to Nu-Heat customer service advocates Alison Troop, Nikki Terry and Steve Nixon
ServiceMark success – with Distinction!

We were presented with our national customer service award by the Institute of Customer Service (ICS) – the UK’s leading independent, professional membership body for customer service. Known as the ICS ServiceMark, the award recognises consistently high levels of customer service.

Our customer service standards were measured using feedback from our own people, our customers and an independent assessor. The high scores that we achieved across all three elements meant that we were awarded the highest level ServiceMark with distinction – making Nu-Heat one of only seven companies in the UK to achieve this standard.

ICS ServiceMark with distinction
Nu-Heat is one of just seven companies to be awarded the ICS ServiceMark with distinction
Thank you

We would like to thank all of our customers who have provided feedback on our products and services, or who participated in the independent customer survey. Your feedback has not only contributed towards our ServiceMark accreditation, but – more importantly – it helps us continue to improve our processes in order to provide you with an excellent customer experience.

If you would like to leave us some feedback, you can do so by calling 01404 549770 or sending an email to info@nu-heat.co.uk.

Nu-Heat wins customer service award

We are delighted to announce that Nu-Heat’s commitment to delivering exceptional customer service has been recognised with an award!

Nu-Heat wins WMN Customer Service Award

Selected from a shortlist of five strong finalists, Nu-Heat scooped the coveted Customer Service Award at last night’s Western Morning News Business Awards in Plymouth.

Celebration of business excellence

The Western Morning News Business Awards are a celebration of business excellence in the South West, recognising innovative businesses who help drive the region’s economy. The judging panel commended Nu-Heat for our well-implemented customer care policy and commitment to exceeding customer expectations, as well as our work to continuously improve our customer service standards and business performance.
The award comes just months after Nu-Heat outperformed national and sector averages in the independent UK Customer Satisfaction Index by more than 10%.wmn-award-winner-logo

Striving for the very best customer service

We know that building or renovating property can be stressful, and that the underfloor heating systems we design and supply can often be one piece of a large and complicated puzzle.

We are delighted to have won this Customer Service Award, which recognises our efforts to deliver the very best customer experience.

 

Thank you for sharing your feedback

We would like to take this opportunity to thank everyone who has shared their feedback or completed surveys about our products and services. Nu-Heat prides itself on delivering consistently excellent customer service, and records all feedback to help us continue to improve.

If you would like to leave us some feedback, you can do so by calling 01404 549770 or sending an email to info@nu-heat.co.uk.

A homeowner’s guide to heat pumps – part 2

Following on from our introduction to heat pumps part 1, we talk through the technicalities of using your heat pump system.

Heat pump controls

How do I control my heat pump?

You can easily control your heat pump via a series of icons on the control panel that enable you to set heating and domestic hot water (DHW) schedules, as well as view live operating data and current temperatures. Every on-screen menu has a help button which provides clarification on each of the functions.

All Nu-Heat heating systems come with a straightforward, comprehensive user guide as standard.

Will my heat pump come with a warranty?

Yes – Nu-Heat offer a choice of warranties to support your requirements. Your system will be designed to meet your specific property needs and to maintain your desired internal temperature even when it is -3°C outside.

If you have any queries or concerns, you have access to free, expert advice from our Technical Support team.

My heat pump is weather compensating – what does this mean?

All Nu-Heat supplied air source and ground source heat pumps come with weather compensating technology.

Weather compensation works by adjusting the amount of energy it uses to achieve the desired inside temperature, according to the outside weather conditions. For example, your heating system will not have to work as hard to achieve and maintain a set minimum inside temperature on a warm summer’s day as it would in the depths of winter. This is a more efficient alternative to a traditional central heating schedule, which will fire up the boiler to deliver heat to your radiators at certain times of the day or night regardless of the outside temperature, and only regulates the heat output according to the temperature of the water circulating around the system.

Will my system provide enough hot water at peak times?

The most efficient means of providing DHW for your home is to allow the DHW cylinder to remain ‘topped up’, with the heat pump operating to replace the used hot water.

Most heat pumps can be set to switch on a standby electric immersion heater to ensure that there is no disruption to the hot water supply at times of high demand.

What is a hygiene purge?

Your Nu-Heat heat pump will automatically run a hygiene purge on any stored DHW once a day. This heats the stored water in the cylinder to a minimum of 60°C to eliminate the risk of harmful bacteria. If for any reason the system is unable to complete the scheduled hygiene purge, it will attempt to do so every day for another seven days, before displaying an alarm on the control panel. If you choose to upgrade your remote monitoring and control package, you will also receive an email at this point advising you to contact your installer.

What is remote monitoring and control?

This is an optional data package that allows you to monitor and control the performance of your heat pump remotely, and includes access to the last month of running data as standard. Additional remote control of your heat pump is available as an optional extra, allowing you to change settings or modes whilst away from home, and also receive email alerts from the heat pump if action is required.

Will I still have heating when my heat pump is being serviced?

Yes! There is a manual override function which maintains the UFH and DHW temperatures whilst the heat pump is being serviced. Electric back up heaters within the cylinder and buffer tank also ensure that heating and hot water can be maintained if the heat pump is in fault or cannot keep up with demand.

Still have questions?

If you have questions about heat pumps that we have not answered here, please call 01404 549770 to speak to one of our technical experts, or email info@nu-heat.co.uk.