Not every energy supplier has a dedicated Deemed Team. We do, and it’s one of the things brokers tell us they value most.
Here’s something worth knowing: most energy suppliers don’t have a dedicated team for Change of Tenancy. It gets handled by whichever agent picks up the phone that day, passed between departments, logged and forgotten. At Crown Gas & Power, it’s different. We have a dedicated Deemed Team, and every single Change of Tenancy is looked after by one named advisor who stays with that customer from the very first call to the very last. That’s not standard practice across the industry. It’s a genuine point of difference, and it’s exactly why we sat down with Kelly Sutcliffe from the Deemed Team to explain how it works, and why brokers and managing agents should know about it.
A Dedicated Team, Not a Call Queue
A Change of Tenancy (COT) happens whenever the occupier of a site we supply changes: a business moves out, and a new one moves in. Plenty of suppliers treat that as an admin task to be cleared as quickly as possible. We treat it as a relationship. The Deemed Team owns the whole handover end to end: validating the change, moving the account into the new occupier’s name, and taking the time to properly understand what the incoming business needs going forward, and we do it ourselves rather than farming pieces of it out to whoever’s free.
Requests come in from brokers, managing agents and customers themselves, and from the moment a change is confirmed, that customer belongs to the Deemed Team for as long as they’re on a deemed contract. If a query comes up later, or a debt issue needs sorting, it comes back to the same advisor who set the account up in the first place, not a call centre starting from scratch.
Who Can Notify Us, and How Fast We Move
Notification can come from the customer directly, from a managing agent, or from a broker with a valid Letter of Authority (LOA) on file, and we’ll work with any broker who provides one. Every case is reviewed individually against a lease agreement, completion statement or tenancy agreement, and once it’s validated, the outgoing account is closed, and the incoming customer is set up under their own name without delay.
COT signed within 28 days
The Team Gets to Know Every Customer, Properly
This is where the Deemed Team goes well beyond admin. As part of validating the change, the team speaks to the incoming occupier directly, asking the right questions to properly understand who they are, what they need, and where they’re headed, not just processing a form. That effective questioning is what lets us deliver the right solution first time, not just the fastest one.
Those conversations route every customer to exactly the right place: a contract with Sales, a meter removal through Siteworks, a clean handover if they’re switching supplier, or off our books entirely if they turn out to be domestic. And if a customer needs something the Deemed Team can’t action directly, we don’t just refer them and walk away. We get the quote or the answer from the right department ourselves and deliver the whole solution, so the customer only ever deals with one person. Wherever the conversation leads, a designated Deemed Team advisor stays attached to the account until it’s resolved. Nobody gets handed off and forgotten.
We look after the billing with the same level of care. A final bill goes to the outgoing customer and an opening bill to the incoming one, and we don’t just send it and hope for the best. Every new customer gets a proactive walkthrough call where we guide them through every aspect of their account: charges, meter details, account setup and portal access, so they understand exactly what they’re looking at and nothing about that first bill comes as a surprise. Customers can reach us however suits them: phone, our customer portal, the website, email, or a COT form.
One Advisor, the Whole Way Through
Here’s the part that genuinely sets us apart: the advisor who processes a Change of Tenancy stays with that account for as long as it’s on deemed rates. Regular catchups. Proactively chasing outstanding balances. Being the one person who knows the account and picks up the phone, every time. Most suppliers split that responsibility across different people as an account moves along, or hand it to whoever’s available. We don’t. One advisor, one relationship, start to finish.
It isn’t just the team saying so. Customers who’ve dealt with the Deemed Team have gone out of their way to praise individual advisors by name, for keeping them properly informed, for being easy and pleasant to deal with, and for going well beyond what they’d expect from an energy supplier. Brokers have said the same, describing the standard of care as a credit to the company and a rarity in an industry where this job is too often handled badly. That’s not a coincidence. It’s the direct result of one advisor, asking the right questions and taking full ownership, being fully invested in one customer for as long as it takes.
What Brokers Want to Know
Will my client be passed between different people during the process?
No. One Deemed Team advisor owns the account from the first welcome call through to billing and beyond, for as long as it stays on deemed rates.
Who do I contact if something comes up later?
The same advisor who set the account up. They stay attached to it, so there’s no need to explain the situation from scratch to someone new.
What if my client’s needs don’t fit the standard process?
The Deemed Team asks the right questions to understand exactly what’s needed, then routes them to the right place, whether that’s a contract, a meter removal, or a switch, and stays involved rather than simply handing them off.
How quickly does this move?
A customer ready to talk contract can typically be signed within days of that first call. Simpler cases, like a switch to another supplier or a meter removal, are usually wrapped up within around four weeks.
How can my client, or I, get in touch?
However suits them: phone, our customer portal, the website, email, or a COT form. Every route reaches the Deemed Team directly.
Why This Matters for Brokers and Managing Agents
For brokers and managing agents, this comes down to one thing: when you hand us a Change of Tenancy, it’s taken care of by one dedicated person your client can build a relationship with, not lost in a system. That’s not every supplier. It’s not most suppliers. It’s the reason brokers keep coming back to the Deemed Team, and it’s exactly what Kelly would most want brokers to understand: how much this team does compared to the competition, how much full ownership start to finish actually means for the customer at the other end of the phone, and how much of that comes down to genuinely listening first and delivering the right solution second.
If you’re a broker or managing agent handling a Change of Tenancy on behalf of a client, get in touch by phone, through our customer portal, via our website, by email, or by submitting a COT form. One of our Deemed Team advisors will take personal ownership of the case and stay with it, and with your client, from start to finish.
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