Working with British Gas, this luxury hotel business keeps guests warm and happy, while moving towards its net zero goal. This serviced apartments business comprises 130 contemporary suites that range from studios to five-bedroom penthouses and is located in the affluent Mayfair, West London, opposite Hyde Park. Aiming to provide five-star deluxe services, it offers room service, in-room spa treatments, 24/7 fitness centre, valet parking, and an elegant restaurant in the atrium.

In partnership with British Gas, this business is focused on providing the most exclusive service to people who don’t settle for mediocre or good-enough experiences. Keeping guests warm, happy, and satisfied can incur significant costs, so the business must look for the most efficient, financially viable, and ecologically responsible solutions to its many business requirements. It does so with a deep understanding of the fact that there is more to customer service than simply providing products or services.

Business-led decisions

Successful business management is not about costs, it’s about balancing relationships with partners and suppliers at a fair rate. If a service provided is affordable but comes with significant challenges related to customer service, then it is hardly a bargain. Fortunately, according to the business’s Director of Finance, the organisation never had to face such choices with their gas provider. “Pricing was very favourable, it definitely helped with our decision to keep working with British Gas. The most important thing I’ve experienced with British Gas is its first class customer service. Our account manager is extremely helpful and very proactive, responsive, and knowledgeable. In my 10 years in the industry, this has been, hands-down, the best energy provider customer service.” By having regular customer check-ins, providing them market insight reports and discussing market energy trends, British Gas keeps customers up to date with industry changes and important topics such as the Targeted Charging Review (TCR).

Putting you in control

The business relies on British Gas for its gas supply and uses the Online Account Management (OAM) portal for related data. “The OAM helps the accounting team in terms of bills,” comments the Director of Finance. “But engineering can also use it for retrospective data to check our usage.”

Continuous improvement

Recent updates to equipment, means the company’s gas usage has been reduced by almost 560,000 kWh in three years, whilst the need to have excellent customer service remains. “That’s another great thing about the British Gas team,” says the Director of Finance. “They’re attentive and responsive even though we’re not a large energy consumer.” The fruitful relationship will continue as the business is fully committed to its net zero journey and aiming for Green Key certification in 2023.

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