As heat networks move into a new era of regulation under Ofgem, expectations around transparency, fairness, and customer support are rising.
For mySycous, this shift is a positive one. Tom Beveridge, Design and Marketing Manager at Sycous, explains:
“mySycous are enthusiastic about heat networks pathway to full regulation through the appointment of Ofgem as the official regulator. For anyone living on a heat network, this is a major consumer rights milestone.”
With these changes underway, mySycous has continued to focus on making customer information easier to access and understand.
Driving self-service with the Recite Me Toolbar
To support this, mySycous introduced the Recite Me Toolbar across key areas of their website, including FAQs, moving home forms, and service updates.
“mySycous wanted a tool to ensure the key areas of our website could be accessible to all users.”
By giving residents control over how they access content, the impact has been clear.
“Customers can self-serve more, leading to fewer enquiries coming into our customer support team. Our team can send links to our FAQ knowledge bank with instructions on how to translate with Recite Me. It leads to less confusion and fewer complaints.”
Improving clarity across the customer journey
There are key points where customers naturally need more support.
“Our customers often require support in understanding their payment or top-up options, their latest statement or annual summary, and completing their change of tenancy process.”
With the Recite Me Toolbar in place, these journeys are easier to navigate, helping customers find and understand information independently.
“The Recite Me Toolbar allows vulnerable residents or those with additional communication needs to locate key information for managing their account.”
It’s also embedded into how support is delivered day to day:
“Our Leeds-based support team are introduced to the Recite Me Toolbar as part of their training and regularly advise customers on how they can utilise the functionality.”
Supporting customers in a regulated environment
As Ofgem regulation comes into force, accessible communication is becoming even more important.
“We see the incoming standards as positive news… heat networks are a key component of the UK Government’s warm homes plan and strategy to reach net zero emissions by 2050.”
And in a market where customers can’t switch providers, clarity is essential:
“It’s important for mySycous to ensure online information is easy to understand and accessible so that every resident, regardless of language, disability, or digital ability, can clearly understand their services, rights, and costs.”
“This helps prevent confusion, exclusion, and potential harm… making clear, understandable communication a core protection, not a ‘nice to have’.”
It also supports compliance with both Ofgem regulation and Heat Trust requirements:
“We must provide our customer correspondence in accessible formats where requested or where a customer is on our Priority Services Register.”
Going beyond regulations
For mySycous, accessibility isn’t just about meeting new standards, it’s about improving outcomes for customers..
And with the Recite Me Toolbar embedded across their digital experience:
“mySycous are continually impressed by the features available… that allow our customers to manage their essential utility accounts with ease.”
If you’d like to explore how accessibility technology can support your website visitors, get in touch with the Recite Me team to find out more.
