Going the extra mile: How E.ON’s heat engineers are going above and beyond to make new energy work for everyone

Every day, our Heat team - the people at E.ON responsible for our dozens of heat networks nationwide – and the tens of thousands of customers they serve - go the extra mile to support customers, often in ways that extend far beyond the technical side of the job.

Recently, our colleagues demonstrated just how deep that commitment runs.

During a routine wellbeing visit to check in on vulnerable customers, Customer Liaison Officer Katie Marsden met an elderly gentleman who was visibly anxious and distressed. Katie soon learned that he had recently been widowed and, shortly afterwards, had experienced a mugging. The combined impact of these events had left him too frightened to leave his home, even to pay his bills, and he was increasingly worried about the risk of disconnection.

Recognising that the situation extended far beyond energy supply, Katie took the time to sit with him, listen carefully to his concerns and provide reassurance. To reduce the immediate pressure he was feeling, she arranged to visit monthly to offer ongoing support and assist with processing payments, allowing him to manage his bills without the added anxiety of leaving home before he felt ready.

When colleagues in the wider E.ON team learned of the situation, they came together to send a care hamper — a simple gesture to reinforce the message that he was not alone.

“I didn’t expect this sort of kindness,” the customer, who wished to remain anonymous, shared. “It’s made such a difference knowing someone cares.”

In a separate incident, one of our Heat engineers, Joseph Proudfoot, was attending a property to resolve an issue with a heat interface unit (HIU) when the unexpected occurred. During the visit, the customer suffered a seizure. Without hesitation, Joseph administered first aid, ensured the customer was safe and contacted emergency services immediately. He remained calmly by the customer’s side until paramedics arrived, providing reassurance during an understandably frightening situation before completing the repair.

These moments highlight the professionalism, empathy and dedication our colleagues bring to their roles every day. While technical expertise is central to what we do, it is the care shown in moments like these that truly defines our service.

“We’re so proud of our E.ON colleagues, all of whom embody our values every single day, showing that energy isn’t just about power – it’s about people. Putting customers first, anticipating their needs, and winning their hearts by listening and building trusting relationships.” said Vijay Tank, Chief Commercial Officer, E.ON. “These stories highlight what we mean when we talk about going above and beyond. Our people don’t just fix systems; they look after people. Whether it’s offering a listening ear, taking time to check in, or responding to an emergency, our Heat team continues to prove that compassion and professionalism can – and should – go hand in hand.”

And it’s not just our residential heat colleagues going above and beyond – recently, our engineer Ian Hallas visited a charity site in the north of England facing a long-standing heating failure caused by an outdated, unmaintained system. Despite limited resources and challenging conditions, Ian applied his expertise and determination to restore the system to full working order, ensuring the organisation can continue operating comfortably and efficiently.

At the heart of our organisation is a simple commitment: to look after our customers, especially when they need us most, and recently, our colleagues have demonstrated exactly what that means in practice.