We know heating and hot water are essential to your comfort. In this article, we’ve explained how your system works, how you’re charged, and who to contact if you need help.
To keep your energy supply connected and running smoothly, part of the cost is covered through your rent or service charge.
This helps pay for things like system maintenance so your heating and hot water are always ready when you need them.
Can I change my heat supplier?
No. This is because the heating and hot water to your home come from a central energy centre that serves your entire estate. This system uses one bulk gas supply, which we buy at competitive rates each year. Because of this setup, you can’t switch to another supplier like you might with electricity.
How does heating and hot water reach my home?
A central plant runs 24/7, all year round.
It uses gas to heat water in large communal boilers.
This hot water travels through insulated pipes to every home.
In your home, a device called a Hydraulic Interface Unit (HIU) or heat exchanger transfers the heat to warm your radiators and provide hot water.
It’s designed to be efficient and ready whenever you need it.
How is the system maintained?
We do the following:
Carry out regular servicing and maintenance.
Respond to emergencies, even outside normal hours.
We also service Hydraulic Interface Unit (HIU) every two years. These services are covered by your service charge (if you’re a homeowner) or your rent (if you’re a tenant).
How do I pay for my energy?
You can pay in several ways:
Direct debit
Online
At a PayPoint location
Emergency credit
If you run out of credit, you’ll get £5 emergency credit to keep things running.
Friendly credit
During certain times (like 6pm–9am, weekends, and bank holidays), your heating won’t shut off even if your credit runs out. This is called friendly credit.
You’ll still be charged for this usage.
When you next top up, the money will first go toward paying off the Friendly Credit.
If you don’t top up after the friendly credit period ends, your heating will stop until you add enough credit.
Need help?
If you’re struggling to keep your meter topped up or facing financial difficulties, please get in touch with us. We’re here to help.