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.

How to control your heating this winter

With Christmas approaching, it’s the time of year we all start wondering: “how do I control my heating?”

Knowing your heating controls and how to operate them correctly will help you to keep your home at a comfortable temperature without wasting energy, costing a fortune or costing the Earth.

We answer your most frequently asked questions to help you confidently control your heating this winter.

Neostat on wall

How should I use my thermostat/s?

A simple tip is to remember that a thermostat is simply a switch that turns the heating on and off depending on the room temperature. Thermostats are commonly mistaken for a throttle, turned up high with the misconception that this will speed up the heating of your home. By correctly using your thermostat, setting it at the desired temperature, you avoid wasting energy by accidentally overheating your home.

What temperature should I set my thermostat to?

This varies from person-to-person, but generally 21°C is the ideal temperature for living areas. Bedrooms tend to be set slightly cooler at 18°C.

The temperature you choose can make a big difference to both the comfort of your home and your bank balance – by turning your room thermostats down by just 1 degree could save £80-£85 and 340kg – 350kg CO2 per year according to the Energy Savings Trust.

Should I leave my heating on all day?

This can depend on the heating system you have installed and your lifestyle. Generally, for a comfortable and welcoming home that isn’t wasting energy, you should set a timer.

When setting up your timer, use a cold evening and time how long it takes for the heating to warm up to a comfortable temperature – this is the warm up time. Then switch the system off, and time how long it takes the system to cool down to cold – this is the cool down time. With these two figures you can now work out an accurate timing schedule for the heating system. If you know it takes 30 minutes to reach 21°C, you can set the heating to come on half an hour before you arrive home from work or get out of bed.

If this sounds a little too complicated, you may choose to install a more sophisticated thermostat like Nu-Heat’s neoStat. Many modern stats like the neo now come with self-learning functions and are able to automatically adjust when your heating switches on throughout the year for optimum performance.

Does it really matter where my thermostat is located?

Yes, definitely. Room thermostats should be placed in a location where they can receive a free flow of air from the room to read an accurate temperature. It’s important that they are not blocked by items such as curtains, pictures, or furniture. You should also make sure that they are not near any additional heat sources, like a log burner, or draughts.

Do I need to update or replace my heating controls?

At a bare minimum, a heating system should have a boiler thermostat, programmer/timer, and room thermostats (or thermostatic radiator valves with radiators). Providing you have all of these items installed it’s generally just a case of understanding how to effectively use them.

If your existing controls are over 14 years old it may pay to upgrade them. Newer, more precise controls could well offer greater savings and comfort levels.

What is the most efficient way to control my underfloor heating?

Warm water underfloor heating is highly efficient and you can improve this efficiency even further by making sure you are controlling the system in the best possible way.

There are two main types of underfloor heating and they are controlled in very different ways:

Screed underfloor heating

In a screed system, the heating tube is embedded beneath a thick layer of screed. It will have a high thermal mass, so you can expect it to take some time to warm. Because of this, screed underfloor heating should be turned on around an hour earlier than an equivalent radiator system. A screed underfloor heating system will also hold heat well, meaning that longer “off” periods are possible.

For an efficient system and quick response times, set your programmable room thermostats to 16°C in “off” periods. This will result in a quicker warm up time as the heating system needs to supply less energy.

Low profile and retrofit systems

Retrofit underfloor heating systems, like LoPro™, or solutions where the heating tube is close to the floor surface will heat up quicker than a traditional screed system.

If you have a low profile system with good heat outputs you can control your underfloor heating in the same way that you would a radiator system.

Questions?

Call us on 01404 549770.

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.