Complaint Policy

At Sero we are committed to providing the best products and service possible, but that’s not to say that things don’t go wrong from time to time – when this happens we will do everything in our power to make things right by doing the right thing, not the easy thing.

If you’re a Resident, our Customer Care Team are ready to listen, understand, empathise and work with you to resolve any issues. We can be contacted via Chat or Phone 029 2000 2882 Monday to Friday between 9am and 5pm.

Most issues can be resolved through a conversation, but some may need additional support. At Sero everyone makes the tea, so where additional support is needed from internal and external specialists, or even management to resolve, our Customer Care Team will assemble everyone required to resolve the issue and maintain contact with you throughout.

While it’s rare, there may be times when something is outside our control or we can’t find a solution that works for both of us. If that happens, we’ll clearly explain our position by email, this is known as reaching ‘Deadlock’. When this situation occurs you will have the option to contact the Energy Ombudsman via phone 0330 440 1624 or via their website. It is a free and independent service and they will undertake a full review of your concerns and of the actions we took in order to try to get to a resolution. If the Ombudsman finds that we have not acted correctly, then they will tell us what we are required to do in order to put things right. This can include an explanation and/or an apology, actions that we have to take, which may include compensation. Their decision is binding on us, but not on you.

If you’re a Landlord, your Key Account Manager will support you in resolving any issues. Please contact them via Hello@sero.life.

For corporate complaints, please contact us via Hello@sero.life and a member of the team will respond swiftly.