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Our Mission 

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  1. Eradicate fuel poverty and make energy affordable for all.

  2. Improve health, wellbeing, and living conditions through high-quality retrofit and reliable heating solutions.

  3. Create and safeguard local jobs, skills, and investment.

  4. Decarbonise communities and reduce reliance on volatile energy markets.

  5. Reinvest surpluses locally to maximise community benefit.

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We are proud to operate as a community-focused organisation, delivering long-term social, economic, and environmental benefits.

Our Commitment to You

At Ynni Ystradau cyf, we are committed to providing a reliable, fair and high-quality heat supply to your home.

This Customer Charter explains the service you can expect from us, our standards and responsibilities, how we will support you and what to do if something goes wrong.

Our Commitment to the Welsh Language,
Heritage and Community

A photo of an old slate ruin with graffiti saying 'remember Llechwedd' against a blue sky,

We are committed to:

  • Promoting and supporting the Welsh language, ensuring customers can engage with us in Welsh or English

  • Being a Welsh-first organisation, with local culture and identity at the heart of our service

  • Respecting and celebrating the heritage and values of our communities

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Our work builds on the legacy of our region.
The local energy resources we use today reflect a long tradition of communities generating and relying on local sources of energy, including the hydros established by our historic mining communities.

Through modern, sustainable heating systems, we aim to:

  • Honour this heritage

  • Support present-day communities

  • Build a more resilient and sustainable future for generations to come

We are proud to be a Welsh, community-based organisation, rooted in the culture, language and history of the area we serve.

Our Values

One of our engagement days at the community garden, members of the community picking apples and working together.

We are guided by:

  • Fairness: treating all customers equally and respectfully

  • Transparency: clear pricing and honest communication

  • Reliability: a dependable heat supply you can trust

  • Community focus: putting local people first

  • Sustainability: reducing carbon emissions and improving efficiency

Providing Your Heat Supply

We will:

  • Supply heating and hot water 24 hours a day, all year round, wherever reasonably possible

  • Minimise disruptions and carry out planned maintenance mainly during summer months

  • Provide advance notice of planned interruptions

  • Work quickly to restore supply if it is interrupted

Where interruptions are our fault, we will:

  • Provide compensation in line with our service standards

Service Standards 

We aim to respond and resolve issues within the following times:

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Situation
Response Time
Emergency
Within 4 Hours
No heat (winter)
Within 8 Hours
No heat (summer)
Within 12 hours
Reduced or inadequate heating
Within 24 hours
Other issues
Within 48 hours

We will:

  • Provide at least 48 hours’ notice for planned visits

  • Offer a 4-hour appointment window

  • Carry out equipment inspections at least every 24 months

⚠️ Interruptions and Emergencies

Sometimes, supply may be interrupted to:

  • Ensure safety

  • Carry out maintenance

  • Meet legal requirements

If your heating is interrupted unexpectedly:

  • Contact us immediately

  • We will log your issue and explain what action we are taking

  • We will restore supply as quickly as possible

Supporting Vulnerable Customers

We provide additional support for customers in vulnerable situations, including:

  • Access to our Priority Services Register

  • Priority response during outages

  • Alternative heating within 12 hours during prolonged interruptions

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If you or someone in your household needs extra support, please let us know.

Contact

Billing and Payments

We will:

  • Provide clear and accurate bills

  • Show all charges, including usage and standing charges

  • Provide an annual statement

If you are owed money:

  • We will issue refunds within 10 working days

If you are struggling to pay:

  • Contact us- we will work with you to agree a payment plan

Fair and Transparent Charges

We will:

  • Review charges annually

  • Give at least 31 days’ notice of any changes

  • Clearly explain the reasons for changes

We will not:

  • Increase charges more than once in any 6-month period

Information and Advice

We will:

  • Provide advice on reducing energy use and costs

  • Share information about the performance and environmental impact of our network

  • Make guidance and customer information easily available

Your Responsibilities

To help us deliver the best service, you should:

  • Pay your bills on time

  • Contact us if you have problems or concerns

  • Allow access for maintenance when required

  • Maintain your home’s internal heating system

Complaints and Feedback

If you are unhappy with our service:

Contact our 24/7 helpdesk on 01766607606 or send an email to ynniystradau@cwmnibro.cymru 

 

We will aim to resolve your issue quickly and fairly

If you are not satisfied:

  • You can escalate your complaint through our process

  • You can contact the Energy Ombudsman

Continuous Improvement

We are committed to:

  • Meeting Heat Trust standards

  • Complying with all relevant laws and regulations

  • Continuously improving our service based on your feedback

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