Cadent Gas Limited’s Post

It’s good to talk - North London team use Valve Trak trial to start conversations North London’s customer team and multi-occupancy builds (MOBs) team have used the opportunity whilst trialling the installation of Valve Trak units, to also talk to customers in high-rise buildings about our ‘Services beyond the meter’. The North London team are leading the way with the installation of Valve Trak units onto its existing gas valves around high-rise buildings in July this year; with an ambition to install around 1,000 units in phase 1 and engage with as many residents as possible. This technology enables us to easily find our valve locations, and in an emergency quickly turn off the valve to isolate the gas supply to the building. Why combine the two projects? Two areas in the North London network were selected for the Valve Trak trial, Newham and Tower Hamlets. These areas were chosen due to the sheer number of tower blocks and a high level of fuel poverty in the area too. Amber Greensmith, Head of Customer Experience said, “It made sense to combine our work as we would be installing the Valve Trak units around the high-rise buildings, so why not also take the opportunity to engage with the residents of the building? “We find people living in high-rise buildings don’t always get the best customer service but with our services beyond the meter conversations, carbon monoxide education and energy efficiency advice we believe we can make a big difference to them and their lives.” This trial has been funded through the VCMA allowance and so far, has seen, as of December, an impressive social return on investment of £40 for every £1 spent. Amber continues, “We have been delighted by the results. To date, we have spoken with over 2000 residents on the doorstep, an access rate of 36% and posted information through the letterbox of an additional 4000 properties. “I believe the success rate has been so good because we have invested in our people, using two local people who speak several different languages, that has helped break through some of the language and cultural barriers.” Matt Cornwell, Head of MOBs for North London said, “This has been a significant investment of around £1million in this trial. It has enabled us to enhance the safety measures we can put in place for high-rise buildings but also improve the customer experience and safety of those living in high-rise buildings too.” https://ow.ly/KGIC50UqRar

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