FAQs Commercial

Sales and Management

Covid-19 Mitigation

Circumstances surrounding the coronavirus (COVID-19) evolved constantly. We continued to closely monitor its impact and took precautionary measures aligned with the latest information and global guidance.

One of those measures was to ensure we mitigate any disruptions to the services we provide. We take our role supporting you and your business very seriously and we will continue to inform you with latest updates through our email and social media channels if any future situation occurs.

Safety of course remains our highest priority. To make sure our customers, colleagues and suppliers stayed safe within our offices we ensured that cleaning and hygiene protocols were even more rigorous than usual. All colleagues followed personal hygiene guidance and were proceed with access to alcohol-based hand sanitisers within our offices. Regular cleaning of door handles, credit/debit card machines and all areas within our building were in place. We conducted face to face sessions using conference calls, phone and video calls where possible, as a proactive preventative measure.

We worked directly with all customers to understand the impact of reducing staff numbers within our operations and their business requirements. As part of our strategy for management of the situation, we asked customers to advise us on their specific plans and restrictions on site so we could manage this internally with our own teams and suppliers. Where maintenance contracts were in place, we followed the guidelines laid down by the Heat Trust for customers who are off supply. Our staff were provided with the relevant Protective Personal Equipment and Respiratory Protection Equipment and trained in the use of the same.

A contingency plan if the need arises, to close the business and on that basis all staff will be able to work from home so we will be able to continue to administer the Pay as you Go system, monitoring credits and raising any concerns to Management Companies as and when required. This will be as seamless a process as possible and customers will be able to contact us using our normal phone number for residents, 0345 467 0636. If any residents are concerned about using the public payment systems located within shops then we would encourage them to contact us for alternative payment methods, such as over the phone or using the on-line payment portal. We are also proactively contacting residents who are on our vulnerable register.

In case of emergency, we encourage all customers to review their potential requirement for spare parts and to look at immediately increasing their stock-holding of the essential first line spares, please contact us if you need any advice with regards to the essential items.

Can I get a quotation for a new project?

Please send your enquiry to our Support Team via phone, email or post.

Where can I get a copy of your brochure?

Brochures, price lists and all other documents can be sent by request if you contact our support team.

How can I buy equipment?

All equipment can be purchased by contacting our support team.

What is your returns policy?

Any shortage or damage of goods must be notified in writing within 7 days. Once this is received, we aim to replace the part or refund your money within 30 days.

What is your delivery ETA?

The delivery date is subject to availability of stock. Although we aim to have orders delivered for the following working day, this isn’t always possible. If you haven’t received your order on the agreed delivery date, please contact the support team.

I want to make a complaint

Our adviser looks to resolve the complaint at the time of receiving upon first contact. If this cannot be fully resolved to your satisfaction, this will be escalated to the appropriate team leader. We encourage all formal complaints to be in a written format. We aim to resolve the complaint within 21 working days, and if more time is required, they will agree this with you and keep you informed of progress.

Should resolving your complaint to your satisfaction be unachievable, we will make the final decision for a “deadlock” and the correspondence will be issued to you.

What is your privacy policy?

WilSon Energy Privacy Policy

We at WilSon energy are responsible for billing and support services in relation to your heating and hot water on behalf of your landlord or property management company. To provide these services we need to hold some information about you.

Wilson Energy Limited understands and respects the importance of your privacy and we are committed to safeguarding your personal information.

Any personal information provided to us will not be released, sold, or rented to any entities or individuals outside of Wilson Energy Ltd except where required by law or for us to provide our services, and to ensure our services meet your requirements. Our representatives may sometimes follow up, either by e-mail, phone or mail, to people who have registered or given their details to us by phone email, post or otherwise.

We take full responsibility for ensuring that proper security measures are in place to protect your information.

This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be held and processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

We may amend this privacy policy at any time. Any changes we may make will be posted on this page, so please check back frequently. Your continued use of your account and the Website after posting will constitute your acceptance of, and agreement to, any changes.

For the purpose of the General Data Protection Regulations, under the Data Protection Act 1998, the data controller is Wilson Energy Limited of 3, Northern Road, Newark, NG24 2EU. Our registration number with the ICO is ZA125208

The data we hold

We typically hold your name, address, telephone number and email address, which are provided to us by your landlord or property manager. We are advised by them whether you are on pay-as-you-go or are billed in arrears. Each meter has a serial number which is associated with an individual property.

In addition, we receive direct debit mandates directly from our end users in writing. We receive but do not store payment card information when bills are paid over the phones.

We receive and store energy usage information from meters and manual meter reading.

Why we hold your data

We need your personal information in order to communicate with you and to track and charge for your energy usage, which forms part of your contract with the landlord or the management company of your property.

We do not pass your contact details onto third parties unless given prior consent from you. Third parties in this instance could be the management company for the property or our second line support team.

How long we keep your data

We legally have to keep financial records for 6 years from the end of the financial year the transaction was made in. We will destroy this data after this time period, should you no longer have an account with Wilson Energy Ltd.

Any financial information is kept by our accounts team and managed by them.

Your rights

Your management company/landlord will complete a registration form and submit to us, this is for the above purposes.

Under the Data Protection Act 1998 and the General Data Protection Regulation (GDPR) 2018 you have the following rights:

to obtain access to, and copies of, the personal information that we hold about you;
to require that we cease processing your personal information if the processing is causing you damage or distress;
to require us not to send you marketing communications;

to require us to erase your personal information if you feel it is no longer required;
to require us to restrict or object to our data processing activities;
to receive from us the personal information we hold about you which you have provided to us, in a reasonable format specified by you, including for the purpose of you transmitting that personal information to another data controller; and
to require us to correct the personal information we hold about you if it is incorrect.

Should you require any changes to be made or deleted (where appropriate) this can be requested by emailing us at Support@wilsonenergy.co.uk

Please note that these rights may be limited by data protection legislation, and we may be entitled to refuse requests where exceptions apply.

We will endeavour to respond to your data access request within 15 days of receipt of the email, however under the General Data Protection Regulations we do have 30 days to respond to the data access request.

If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law, you can complain to the Information Commissioner’s Office (ICO) https://ico.org.uk/

What services do you offer?

Initial site surveys
Design, Specification & Product Supply
Advice & technical support
Turn-key installations (Mechanical & Electrical Services)
Data collection and aggregation (AMR and aM&T)
Building management controls
Residential Metering & Heat Energy Control
Billing, Pay as you Go and bureau services
Equipment operation & maintenance services
Funding options Renewables & Energy Efficient Technologies

Engineers and Technical Support

I need a copy of a POD

These are provided upon request. You can contact the support team to have this sent via post or email.

What is your returns policy?

Any shortage or damage of goods must be notified in writing within 7 days. Once this is received, we aim to replace the part or refund your money within 30 days.

I have an incorrect item

Please contact the support team at the provided contact details.

My order has been delivered to the wrong address

Please contact the support team at the provided contact details.

I want to make a complaint

Our advisor looks to resolve the complaint at the time of receiving upon first contact. If this cannot be fully resolved to your satisfaction, this will be escalated to the appropriate team leader. We encourage all formal complaints to be in a written format. We aim to resolve the complaint within 21 working days, and if more time is required, they will agree this with you and keep you informed of progress.

Should resolving your complaint to your satisfaction be unachievable, we will make the final decision for a “deadlock” and the correspondence will be issued to you.

What is your privacy policy?

Wilson Energy Privacy Policy

Wilson Energy Limited understands and respects the importance of your privacy and we are committed to safeguarding your personal information.

We take full responsibility for ensuring that proper security measures are in place to protect your information.

The data we hold

In addition, we receive direct debit mandates directly from our end users in writing. We receive but do not store payment card information when bills are paid over the phones.

We receive and store energy usage information from meters and manual meter reading.

Why we hold your data

How long we keep your data

Any financial information is kept by our accounts team and managed by them.

Your rights

Your management company/landlord will complete a registration form and submit to us, this is for the above purposes.

Under the Data Protection Act 1998 you have the following rights:

to obtain access to, and copies of, the personal information that we hold about you;
to require that we cease processing your personal information if the processing is causing you damage or distress; and
to require us not to send you marketing communications.

Once the GDPR comes into force on 25 May 2018, you will also have the following rights:

Should you require any changes to be made or deleted (where appropriate) this can be requested by emailing us at Support@wilsonenergy.co.uk

Please note that these rights may be limited by data protection legislation, and we may be entitled to refuse requests where exceptions apply.

Covid-19 Preperations

Circumstances surrounding the novel coronavirus (COVID-19) are constantly evolving. We continue to closely monitor its impact and take precautionary measures aligned with the latest information and global guidance. One of those measures is to ensure we mitigate any disruptions to the services we provide. We take our role supporting you and your business very seriously and we will continue to inform you with latest updates through our email and social media channels.

Safety of course remains our highest priority. To make sure our customers, colleagues and suppliers stay safe within our offices we are ensuring that cleaning and hygiene protocols are even more rigorous than usual. All of our colleagues are following personal hygiene guidance and being asked to regularly wash their hands. We currently have access to alcohol-based hand sanitisers within our offices and we are regularly cleaning door handles, credit/debit card machines and all areas within our building. We have now stopped all physical non critical business meetings taking place until further notice, including non-delivery visits from suppliers, training and face to face meetings. Instead, we are conducting those sessions using conference calls, phone and video calls where possible. We are taking this approach as a proactive preventative measure.

We are also working directly with all customers to understand the impact of reducing staff numbers within our operations and their business requirements. As part of our strategy for management of this situation, we are asking our customers to advise us on their specific plans and restrictions on site so we can manage this internally with our own teams and suppliers. Where we have maintenance contracts in place, we are currently following the guidelines laid down by the Heat Trust for customers who are off supply. Our staff been provided with the relevant Protective Personal Equipment and Respiratory Protection Equipment and trained in the use of the same.

We have set in place a contingency plan if the need arises, to close the business and on that basis all staff will be able to work from home so we will be able to continue to administer the Pay as you Go system, monitoring credits and raising any concerns to Management Companies as and when required. This will be as seamless a process as possible and customers will be able to contact us using our normal phone number for residents, 0345 467 0636. If any residents are concerned about using the public payment systems located within shops then we would encourage them to contact us for alternative payment methods, such as over the phone or using the on-line payment portal. We are also proactively contacting residents who are on our vulnerable register.

We are also encouraging all customers to review their potential requirement for spare parts and to look at immediately increasing their stock-holding of the essential first line spares, please contact us if you need any advice with regards to the essential items.

Now more than ever, we will navigate this situation together. If there are things you need from us or additional ways, we can support you, please let us know. And most importantly, we wish good health for you, your families, and your communities.

I need to arrange for an engineer to service my equipment

We can arrange for an engineer to attend your property and service the equipment we have supplied, by contacting the support team by either calling 0345 467 0636 or emailing support@wilsonenergy.co.uk .

My delivery still hasn’t arrived

The delivery date is subject to availability of stock or based on estimated manufacturer’s lead times. If you haven’t received your order on the agreed delivery date, please contact the support team who will endeavour to provide a proof of delivery or further explanation.

I need to order an item

To place an order, you can contact the support team to discuss your individual requirements. The items are listed on our Products page.

I need a quotation for equipment

Please contact our Technical Support team for any specific requirements.

For more information about our products and services please complete the form below and a member of the Wilson Energy team will get back to you

Registered Office: WilSon Energy Limited Unit 7 Mayden Business Park, Northern Road, Newark, Nottinghamshire, NG24 2EU

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