Ombudsman Services to provide consumer redress for the East Village at the Olympic Park

by Communications Team | Mar 28, 2014

East London Energy which provides low carbon energy services to the East Village at the Olympic Park has appointed Ombudsman Services to provide its independent system of dispute resolution.

Ombudsman Services already operates in the East Village, providing redress services for the property management agency, Get Living London.

Ombudsman Services will provide a consumer redress scheme to all 2800 properties within the East Village – meaning that the residents will have an alternative and impartial route of complaint should they have a problem that’s reached a stalemate with the energy supplier.

Chief Ombudsman, Lewis Shand Smith says: “We are delighted that East London Energy has recognised the value and quality of our model of independent redress and are proud to be providing the dispute resolution service for them.  As of today, residents in the East Village have the extra reassurance that they will be protected if things don’t go to plan with their energy supply.

“As the value of customer service becomes an increasingly important for both consumers and businesses alike we’re seeing an increase in demand for our model of dispute resolution, which is independent, free to the consumer, and at low cost to the industry. At a time when the Government is seeking to strengthen consumer redress we are positively expanding our service and it is encouraging that we have been endorsed by East London Energy.”

CEO of East London Energy, Simon Woodward says: “As the first district energy company to be working with Ombudsman Services, this demonstrates again the market leading nature of Cofely’s District Energy Schemes in the UK.”

Ombudsman Services is an alternative dispute resolution scheme set up for consumers to turn to when a complaint they have made directly with a company which participates in the scheme has reached a deadlock stage, or has been on-going for eight weeks or more. The role of Ombudsman Services is to investigate complaintsw fairly by taking account both sides of the story and making a recommendation on what, if any action should be taken to resolve the complaint. So that complaints can be handled effectively, companies using the scheme agree to provide the necessary information and to abide by the ombudsman’s decision.

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Notes to editors

About Ombudsman Services

  • Ombudsman Services is a not for profit, private company limited by guarantee
  • Ombudsman Services runs national, private sector ombudsman schemes which provide independent dispute resolution for the communications, energy, property, copyright licensing sectors, the Green Deal, Which? Trusted Traders, and the ABFA
  • Ombudsman Services provides an expert dispute resolution service. The service focuses on encouraging early agreed resolution wherever possible and does not charge a fee so it’s able to offer access to redress for consumers to resolve their complaints without proceeding to the civil courts
  • In 2012 Ombudsman Services won the bid to provide the Ombudsman and investigation service for the government’s Green Deal initiative
  • Ombudsman Services is a full member of the Ombudsman Association (OA) and adheres to its principles
  • Further information about Ombudsman Services can be found at

About East London Energy

  • East London Energy is a trading name of Cofely East London Energy Limited.
  • Cofely, a GDF SUEZ company is Europe’s leader in energy and environmental efficiency services. Cofely develops innovative solutions that improve the efficiency of cities, buildings, industry and infrastructure. 
  • As a leading service business across public, private and healthcare sectors, Cofely guarantees transformational outcomes – from reducing cost and environmental impact and maximising operational resilience, to improving the quality and efficiency of business processes. 
  • Across the UK and Ireland, Cofely has a turnover of £1 billion, and employs over 15,000 people.
  • Cofely is part of GDF SUEZ Energy Services, one of the five business lines of GDF SUEZ. GDF SUEZ Energy Services has 87,000 employees and had revenues of €14.7 billion in 2013.

About the Olympic Village

The Olympic Village provided accommodation for 24,000 athletes during the London 2012 Olympics, and is currently being converted to provide a mix of low cost and private residential housing, within a community that would comprise offices, shops, an academy and a health centre.

The 2800 new homes have been designed to achieve Code for Sustainable Homes Level 4. The district energy scheme provides low carbon heating and cooling from two state-of-the-art energy centres, which incorporate combined cooling, heat and power (CCHP) systems and biomass boilers. The centres, known as the Kings Yard and Stratford City, and the associated network of heating and cooling mains have been designed, built and financed at a cost of £113m by utility provider Cofely, a division of GDF Suez, following competitive tender.