Swaffham Prior Heat Network - Customer Services

To get in touch with us about the Swaffham Prior Heat Network, please use one of the contact methods below.

General enquiries

Fill in our online enquiry form 
Telephone: 0345 045 5210 - open Monday to Friday, 8am to 6pm

Postal address:
Climate Change and Energy Services
Cambridgeshire County Council
Sackville House
Sackville Way
CB23 6HL

Complaints procedure

If you wish to make a complaint about any aspect of the Swaffham Prior Heat Network:

Stage 1 - Contact our Customer Services Team

Get in touch with our Customer Services Team as soon as possible via our online complaints form. Please provide the following information:

  • Your name
  • Your account number
  • The details in respect of your property
  • Your contact number
  • Details about the circumstances of your complaint including dates and times if relevant

Stage 2 - Contact a Senior Manager

If you're not happy with how your complaint was dealt with, please contact us via our online complaints form and ask for a Senior Manager review. Please quote your complaints reference number.

Stage 3 - Ombudsman for Energy

You may contact the Ombudsman for Energy who can deal with your complaint on your behalf if:

  • We haven't resolved your complaint to your satisfaction within eight weeks of the date on which you first contacted us about it
  • We have issued you a deadlock letter in respect of a complaint - this is a letter which details what has happened and our proposals in respect of your complaint

Visit the Ombudsman for Energy website for contact information.

Any direction or determination by the Ombudsman for Energy in respect of your complaint is final and binding.

For more information on our complaints procedure, please see the Heat Supply Agreement.