WilSon keeps the heat on: private heat and utility billing during the pandemic

WilSon Energy provides utility billing and support services on behalf of property managers. Currently supporting over 25,000 homes across the UK, including pre-pay and post-pay tenants, WilSon Energy is also responsible for call-out support, maintenance and repair.

Coronavirus has made life difficult. Andy Wilkinson, CEO, explains: “It has been tough to keep the show on the road over the last few weeks. We started by setting up a virtual call centre, so that our team could work from home to respond to tenants, take payments over the phone and trouble shoot issues.”
That was just the first step. Next was making sure that the callout team were able to deal with emergencies, where a home visit is needed to maintain supplies. WilSon Energy equipped its engineers with PPE and training in social distancing and other protocols to reduce the risks and reassure customers during necessary home visits.

Andy says “We need to support our vulnerable customers, especially where customers may be self-isolating and are unable to leave their homes. We help customers get top-ups over the phone or through our online portal, or make other arrangements to pay, so they don’t have to worry about leaving their homes to keep on top of their bills”. In addition, WilSon Energy administers tailored credit facilities on behalf of property managers for customers who are facing payment difficulties.

Roseanne Dixon, Bureau and Billing Supervisor, calls all vulnerable customers on a weekly basis, to make sure they are OK and have no problems with their utilities. “It’s part of the job I really enjoy” says Roseanne, “especially when the occasional Thank You card or Easter card comes our way!”

As well as keeping existing customers connected, WilSon Energy has recently started supporting a project in Glasgow, working with property owners and the local council to help move homeless people into empty properties. The company coordinates registration, metering and funding for heating and hot water. Six homeless people have moved into a property this week. “We like this project” says Andy, “it’s really nice to see some positives coming out of the situation”.