Heat help and support

Answers to frequently asked questions about your E.ON heating supply and services.

If you're confused about your bill, our guide to understanding your heat bill should help.

If you have a heating emergency, our dedicated 24-hour support team will be able to help you. Please call on 0345 302 4312.

Contacting Us

How can I contact the E.ON Heat Team?

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: Monday to Thursday: 8am to 8pm, Friday: 8am to 7pm, Saturday: 9am to 5pm.

In no rush? You can email us at heat@eon-uk.com and we’ll respond within 5 workings days. Please remember to include your customer reference number.

Complaints

You can view our Complaints Handling Procedure at heat.eonenergy.com. 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 heat@eon-uk.com or write to us at:

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

 

Payment Queries

How Can I Pay?

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, 8am-8pm Monday-Thursday, 8am-7pm Friday and 9am-5pm on Saturday.

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.

Can I pay online?

You can pay online by registering your Heat account at heat.eonenergy.com/register

Billing Queries

How frequently are bills produced?

Bills are sent out once a month. 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, 8am-8pm Monday-Thursday, 8am-7pm Friday and 9am-5pm on Saturday.

What does my E.ON Heat bill include?

Your Heat bill is made up of three charges: 

Your Heat unit cost (Heat and hot water)

Your Energy Servicing Charge

And VAT

Want to go paperless?

Instead of waiting for your bill to arrive in the post, why not sign up to manage your account online at heat.eonenergy.com/register 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

 

What is my heat unit rate?

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.

I have received an estimated bill what should I do?

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, 8am-8pm Monday-Thursday, 8am-7pm Friday and 9am-5pm on Saturday. 

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.

Why is there a difference in heat and gas unit prices?

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.

What is the Energy Service Charge?

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:

Monday to Thursday: 8am to 8pm

Friday: 8am to 7pm

Saturday: 9am to 5pm

Moving

What do I do when I want to move?

If you’re moving home, please call us on 0345 302 4312. We’re here, 8am-8pm Monday-Thursday, 8am-7pm Friday and 9am-5pm on Saturday.

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.

Further Advice

Help reduce the cost of your bills

For independent advice on saving energy contact the Energy Saving Advice Service on 0300 123 1234 or visit: energysavingtrust.org.uk.

Our network flow rate

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