Maintenance and Troubleshooting

  • Who should I contact if I have a maintenance issue?

    In an Emergency

    If you smell gas, think you have a gas leak or are worried that carbon monoxide is escaping, call the Gas Emergency number: 0800 111 999. If there is a power cut affecting more than just your property call the Electrical Emergency number: 105.

    If you have any other maintenance issues, these should should be notified to your maintenance provider, building managing agent or housing provider in the first instance.

    Non-Emergency Maintenance

    If you have a maintenance issue that is not an emergency, we can help advise who may be responsible to conduct the repair or who to report it to. Please Get in Touch with our team and we’ll do everything we can to help you. It is also worth checking out frequently asked questions in the rest of this section.

    If your utility supplier is not responsible for undertaking a repair, we may be able to offer this service directly to you, please Get in Touch with our team to learn more about this.

  • I have no heating and/or hot water at my property, what should I do?

    You should always check that your heating and/or hot water is turned on at the programmer, room thermostat, thermostatic radiator valves (TRV's) or other controls. If you have a PAYG meter you should also check that this shows a positive balance.

    If you have a negative balance on your PAYG meter, check out 'How can I make a top-up for my PAYG meter?' in our Help & Support section.

    If you cannot see any reason why your supply would be disconnected, you should contact your maintenance provider to report no heating or hot water. This may be your housing provider or managing agent.

    If you are unsure who to contact, Get in Touch with our team who will be able to advise you of the best organisation or person to contact.

  • Why is my hot water temperature lower than usual?

    You should check that your hot water is turned on and if you have a hot water cylinder that the cylinder thermostat is set at the correct temperature, if this is accessible to you.

    A fall in temperature may indicate an issue with the wider heat network that requires investigation and you should contact your maintenance provider to report no heating or hot water. This may be your housing provider or managing agent.

    If you are unsure who to contact, Get in Touch with our team who will be able to advise you of the best organisation or person to contact.

  • I have no power or electricity at my property, what should I do?

    You should always check that your electricity is on at the consumer unit and if you have a PAYG meter you should also check that this shows a positive balance.

    If you have a negative balance on your PAYG meter, check out 'How can I make a top-up for my PAYG meter?' in our Help & Support section.

    If you cannot see any reason why your supply would be disconnected it is worth checking with your local Distribution Network if there are any reported outages in your area. You can search for your local Distribution Network here. If you, or your neighbours or local area still has power, you should contact your maintenance provider to report no power. This may be your housing provider or managing agent.

    If you are unsure who to contact, Get in Touch with our team who will be able to advise you of the best organisation or person to contact.

  • How can I locate the meter in my property?

    Your meter(s) may be located inside or outside your property, depending on your property type and the utility supply.

    If you are unsure where a meter is located and cannot easily find it, we recommend you check with your landlord, concierge or caretaker who will advise of the location of the meter, as well as the safest way to access the meter.

    An electricity meter may be installed in your property near your consumer unit or in an external location such as an electrical cupboard.

    A water meter is normally located near where your water supply enters your property and would normally be near your properties shut-off valve.

    A heat meter is normally located near where your heat supply enters your property. It may be located on a HIU (heat interface unit) that may look like a boiler.

    A PAYG (pay-as-you-go) meter is located in your property and is normally in your hallway, kitchen, cupboard or other accessible location.

    If you have any further questions, please just Get in Touch with our team and we'll happily help. You can also find information on reading your meter and user guides in the rest of this section.

    To learn more watch our ‘How does a Heat Meter work?' video below:

  • How can I read my meter?

    Your meter should show either a digital or mechanical counter display.

    Care should be taken when reading your meter to identify any decimal places, which may also be indicated by a different size or colour counter.

    If your meter screen is blank, you may need to push a button to show the meter reading. Digital displays may show information other than your reading. Your meter reading will normally be the default display.

    It is also worth checking information in this section for other information about your meter, including How can I locate the meter in my property?.

    To learn more watch our ‘How does a Heat Meter work?' video below:

  • What is an in-home display (IHD) device and where is it in my property?

    The In-Home Display (IHD) normally shows you information about your energy consumption and, if you are on a PAYG meter, information about your current balance as well as giving you control to activate emergency credit.

    The IHD may be free-standing or attached to a wall, usually located in your hallway or your kitchen. It can also be placed in a cupboard alongside your heat meter.

    If you are unsure of what it looks like, you can find user manuals for the different IHD devices in our Help and Support pages.

    If you believe your IHD has been lost, or it has been damaged, you can Get in Touch with our team. There may be a charge for a replacement, which we'll be able to confirm with your utility supplier on your behalf.

  • My In-Home Display (IHD) device is lost or damaged, how do I replace it?

    The In-Home Display (IHD) normally shows you information about your energy consumption and, if you are on a PAYG meter, information about your current balance as well as giving you control to activate emergency credit.

    The IHD may be free-standing or attached to a wall, usually located in your hallway or your kitchen. It can also be placed in a cupboard alongside your heat meter.

    If you are unsure of what an IHD looks like, you can find user manuals for the different devices in our Help and Support downloads section.

    If you believe your IHD has been lost, or it has been damaged, you can Get in Touch with our team. There may be a charge for a replacement, which we'll be able to confirm with your utility supplier on your behalf.

  • Why is the balance on my In-Home Display device is not updating?

    The balance on your In-Home Display (IHD) should update on a regular frequency throughout the day. If this is not happening and your IHD is free-standing it should be placed closer to the PAYG meter to see if this improves the connection.

    If this does not improve connection or the IHD is wall-mounted then Get in Touch with our team who can remotely check connection. We may need you to update your IHD but we will be able to provide simple instructions on how to do this.

  • What does the flashing light or beep on my In-Home Display mean?
  • I’ve been experiencing faulty meter issues, will this affect my bill?

    A faulty meter should be rectified at the earliest opportunity. If we are unable to obtain a reliable meter reading, we will estimate your reading. This estimate is calculated based on your previous usage, where sufficient data is available, or based on average usage across the scheme across the same period and based on similar properties, where that information is available.

    We will notify your utility supplier and with their authorisation, may contact you to undertake a replacement or repair. We are only able to attend your property for a repair or replacement with the authorisation of your utility supplier. We will keep you updated whilst we are awaiting this authorisation and can advise of the best person to contact at your utility supplier if you require.

    To learn more watch our ‘How does a Heat Meter work?' video below:

  • I’ve made an appointment for maintenance, how do I change it?
  • How do I arrange a maintenance check or a repair visit?

    If we are instructed by your utility supplier to undertake a regular maintenance check, we will contact you to arrange this.

    If you require a repair to your system you should contact your maintenance provider to report no heating or hot water. This may be your housing provider or managing agent. We may be instructed to undertake this repair by your housing provider or managing agent but are only able to undertake instruction from them.

    If you are responsible for maintaining the HIU within your property, you can contact our partners at HIU Service and you can take out a service agreement, or book one-off service or repairs.

    If you require any further information, please Get in Touch.

  • Who can service my HIU or complete a repair?
  • How can I make a complaint or provide feedback?

    We welcome any feedback on the services we provide, and we want to proactively resolve any issue that may occur, please Get in Touch.

    We also know we can make mistakes and when we do we want to put things right, please check out our Complaints Procedure if you wish to register a formal complaint.

    We will notify your utility supplier of all feedback and complaints. If your complaint relates to an element of the service we do not control, such as the cost or tariff, we will formally advise you of this and pass your complaint to your utility supplier and provide a named contact at the utility supplier for any further follow-up.

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