Customer Charter

We passionately believe in improving the lives of people in Wales by reducing fuel poverty and creating warmer, more energy efficient homes. We are proud to be working for you and our service will be based on honest advice and proactive action. We understand you and have empathy for the needs and challenges you face. It is your right to expect a friendly and professional service, but we believe we should deliver more.

We are dedicated to exceeding your expectations by empowering a happy and engaged workforce to take full ownership. We are committed to making a difference to our customers and employees and we pride ourselves on delivering to the wider community.


We never compromise your safety. Your safety and security is our number one priority. You can expect a consistent, ethical service from our highly trained staff. Our company’s mission, vision and values provide the framework for how we choose to operate.

Keeping promises

You can expect honesty, delivering on time and to a high standard. Each member of our team takes personal ownership of the tasks associated with their roles. We all recognize we share responsibility for delivering excellence in customer service.


We are driven by a passion to make a difference. You can expect a friendly, helpful and knowledgeable service from all our staff. We will operate with our heads up and continually listen and look for ways to improve our service.


We’ll make sure you know what to expect at every step of your journey. We’ll say sorry and put it right if we make a mistake and use your feedback to improve how we do things.


Community is at the heart of what we do. We are driven by a philosophy of community benefit. We are locally rooted and committed to enabling change within the local community. We will work with the Welsh Government, local authorities and community organizations to maximize the value of local knowledge, relationships and skills.

What we ask of you: -

  • Treat us as you would like to be treated.
  • Give us the correct information and tell us if things change.
  • Offer us your ideas for improvement.



© 2018 Arbed Am Byth  I  Company number 11360934