Your Heat supply

Why's my supply off?

There could a few reasons your supply has gone off, such as - there's been a power cut in the area, a failure within the energy centre, or an issue with your HIU.

You can check if there are any problems by using the Problem Solver Tool.

Alternatively you can call us on 0345 302 4312 - you'll need to be home when you call so that we can go through the relevant checks. We're here from Monday to Friday 9am to 5pm.

If you have an emergency outside of these hours, such as a fault that could be a risk to your safety or your property, or you’re vulnerable and without heat, you can also call this number 24/7 to reach our emergency helpline. 

You can also report a fault at any time by emailing us at [email protected]   

If the heat supply to your home's interrupted because of a failure at your local energy centre or district heating network, we’ll guarantee to restore your supply within 24 hours of you getting in touch to let us know.  See our Guarantee of Supply for further information.

Why have you turned my supply off?

If we turn off your supply to carry out essential work, we’ll let you know at least five working days before work starts.

If your heat supply is interrupted, we'll ensure our vulnerable customers who are on our Priority Services Register are given access to alternative heating facilities in line with our Guaranteed Standards of Service.

Can I switch to another supplier?

No - E.ON has been nominated the district heating supplier for your network. This would've been agreed when your development was being built.

Can E.ON supply my electricity too?

Your Heat account is serviced by our specialist Heat advisors, they won't be able to help with your electricity supply. 

We'd be more than happy to talk to you about supply your electricity through our E.ON residential team on 0345 052 0000 or you can find out more about our tariff plan here.