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Customer care

Complaints
procedure.

We want every customer to feel heard and supported. If something has gone wrong, please tell us so we can investigate and put it right.

Making a complaint

How to submit your complaint.

If you’re a tenant or customer experiencing an issue, please contact us as soon as possible using one of the following channels:

Phone0191 429 0901

Monday to Friday, 9am–5pm, excluding public holidays.

OnlineUse our contact form

This gives you a written record. Ask us for the best email address if you need to send files, images or videos.

Please include:

  • Your full name
  • Your address, including postcode
  • Your phone number and email address
  • A detailed description of the issue, including relevant dates, times and specifics
  • Details of any supporting photos, videos, emails or other correspondence

Our response

What happens next?

  1. 01

    Acknowledgement

    We’ll confirm receipt within two business days and provide a reference number for tracking.

  2. 02

    Investigation

    Our team will review the details and may contact you for additional information.

  3. 03

    Resolution

    We aim to resolve most complaints within 10 business days. If more time is needed, we’ll keep you updated.

  4. 04

    Escalation

    If you’re not satisfied with the outcome, you can request a review by a senior manager or escalate to an independent ombudsman, such as the Energy Ombudsman. Details are available on request.

Our commitment

Your satisfaction is our priority, and we use feedback to continually improve our services.

Complaints about our work

If your complaint is about the installation, the products, or the service you received from us, please contact us at installations@gecpower.co.uk, on 0191 429 0901, or by post at Unit22A Airport Ind Est, Kingston Park Newcastle, NE3 2EF. We will acknowledge your complaint and tell you how we will handle it.

Complaints relating to finance

If your complaint relates to the finance agreement itself, including the terms of the agreement, payments, the way the finance was explained to you, or the administration of your finance agreement, please contact Hometree Finance, a trading name of HTG Finance Limited, directly at hello@hometreefinance.co.uk.

If you are unhappy with the outcome of your complaint, or you have not received a final response within eight weeks, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). The service is free and independent.