Heat help and support

We have a dedicated customer service team of heat specialists who are there to answer any questions you have relating to your heat queries. Please call us on 0345 302 4312. We're here from Monday to Friday 9am to 5pm.

In no rush? You can email us at [email protected] and we’ll respond within 5 workings days. Please remember to include your customer reference number.

You can view our Complaints Handling Procedure online. If you feel something has gone wrong or we haven’t met the standards you’d expect, please tell us because we’re really passionate about putting it right. You can call us on 0845 302 4312, email us at [email protected] or write to us at:

Heat Complaints, Newstead Court, Little Oak Drive, Annesley, Nottingham, NG15 0DR

Fixed monthly Direct Debit makes paying easy. If you set up a fixed monthly Direct Debit you'll save £35 a year on your Energy Service Charge, as well as not having the hassle of arranging payment when your bill arrives.

Simply call us on 0345 302 4312 with your Sort Code, Account Number and a date you’ll like us to take your payment each month. We're here from Monday to Friday 9am to 5pm.

We’ll review your Direct Debit every 6 months to make sure it covers what you’re using. If it needs to change we’ll write to you giving you 10 days’ notice before any new payment is due.

To pay online, register and login to your online Heat account.

Your bills are sent out monthly or quarterly depending on the terms of your Supply Agreement. This can be found in your Welcome Pack. We’ll always try to use our automatic meter reading system (AMR) to collect your readings so your bills are accurate. But sometimes the coverage can be poor and it may not always be possible to get remote readings. If this happens, we may ask you to give us your reading.

This is a five digit number ending in kWh that can be found on or near your Heat Interface Unit (HIU). If you’re unable to see the reading you may need to press the button next to the screen. If you can’t find your reading please give us a call on 0345 302 4312. We're here from Monday to Friday 9am to 5pm.

Your Heat bill is made up of three charges: 

Your Heat unit cost (Heat and hot water)

Your Energy Servicing Charge

And VAT

Instead of waiting for your bill to arrive in the post, why not sign up to manage your account online and save £5 per year off your bill. You’ll be able to:

 access your account 24/7, 365 days a year

see and pay your bills

see how much energy you’ve used compared to other similar homes on your development

A ‘heat unit’ is equal to 1 kWh. Your heat unit rate is the cost per kWh of heat you use. The full amount of heat units used will also be reflected on your bill.

We’ll always try to use our automatic meter reading system (AMR) to collect your readings so your bills are accurate. But sometimes the coverage can be poor and it may not always be possible to get remote readings. If this happens, you can provide us your reading by calling us on 0345 302 4312. We're here from Monday to Friday 9am to 5pm.

This is a five digit number ending in kWh that can be found on or near your Heat Interface Unit (HIU). If you’re unable to see the reading you may need to press the button next to the screen. If you can’t find your reading please give us a call.

A well maintained gas boiler will operate at around 80% efficiency. This means that for every kWh of gas that you pay for, only 80% of this is actually used to heat your home. The rest is wasted during the heating process. 

A Heat Interface Unit (HIU) takes heat directly from a district heating network so you are paying for the actual heat you use. A kWh of heat is used to directly heat your home, so there is no wastage.

So, although heat unit costs are higher than gas unit costs, fewer units will be used to provide the same level of heat output.

Your Energy Service Charge covers the operation, maintenance and replacement costs of your Heat network including the Energy Centre used to supply your heat.

Peace of mind

The great news is; servicing, maintenance, repairs and replacements of your Heat Interface (HIU) are also included within your Energy Service Charge. Faults are rare, but if you find yourself without heat or hot water, you can call our helpline on 0345 302 4312. We're here from Monday to Friday 9am to 5pm.

If you’re moving home, please call us on 0345 302 4312. We're here from Monday to Friday 9am to 5pm.

We’ll need a few details to close your Heat account:

The date you’re moving

You final meter reading

Your forwarding address

If known, details of the new occupier

If we're the provider for your electricity you'll have two separate accounts, so make sure you close that account too.

For independent advice on saving energy, visit the Energy Saving Advice Service or contact them on 0300 123 1234.

We will run our heat networks at a minimum water flow temperature of 55°C with an anticipated return water temperature of 45°C (temperatures applicable when the development is fully built out).