Can I change my heat supplier? 

As your heat and hot water is supplied from a communal heating network which is managed by L&Q Energy you are not able to change your supplier.  

Do I have to pay for repairs? 

The district heating network is managed and maintained by L&Q Energy which means that in the event there is an issue with the energy centre or the HIU within your property we will repair this for you.  The costs to cover this are within your service charge or for some developments included within the daily standing charge.  

How do I pay for my heat consumption?

To make a payment for your heat account you can use one of the following options; 
  • Direct Debit 
  • Online payment 
  • Over the phone 
  • SMS message 
  • At a shop, PayPoint counter
For further details please refer to your welcome pack or call the L&Q Energy team on 0333 033 3733.

I have no heating / hot water 

In the event you have issues with your heating or hot water you will need to call us on 0333 033 3733 so we can get an engineer out to sort the issue out for you. 

Why does the heat cut off when there is a fire alarm?

There is a safety mechanism built into the building that cuts all power off when the fire alarm is activated. This is a safety feature that has been installed to ensure the safety of our customers and is not controlled by L&Q Energy. 
 

Do I need to give meter readings?

No – meter readings are automatically sent from you Heat Meter to our billing team.

Can I change from PAYG to credit billing?

No, most of our customers pay for their heating and hot water using our PAYG system as this is more efficient for us which means that we can keep our heat charges as low as possible. Offering a range of payment options, we make it easy for you to manage the balance on your heat meter, even more so if you choose to top up by setting up a regular monthly payment.

Will I receive a paper bill?

Most of our customers will have a flexible pay as you go meter in their home and so won’t receive bills as you will be able to view how much heat you are using and how much credit you have on your heat account on your in-home display or via your online account. If you are a credit customer you will receive a quarterly bill which can be accessed via your online account. This helps us to reduce our impact on the environment. If you do want to receive a paper bill you will need to get in touch with us to request this. There will be an additional charge to receive a paper bill to cover the cost of postage and administration. 

Customers who have a pay as you go meter will receive an annual statement which will be available online for them view. 

My heating and hot water are switched off, why am I still being charged?

The standing charge is applied every day, whether or not you use your heating or hot water. This is your contribution to the running of the system, the standards of service and making sure that if you did want heating it would be provided instantaneously. This cannot be removed from your account.

What is a Heat Interface Unit (HIU)?

The Heat Interface Unit (HIU) is a box located in the utility cupboard in your home that looks like a boiler. It brings heat and hot water into your property from the district heating network. Inside it there is a Heat Exchanger, which transfers the heat between our network and your central heating system.

What data do you collect from my meter and why?

We will collect information on how much heat you consume consumption. This will be measured in kWh and will provide us with the data we need to be able to make sure you are charged accurately for your heating and hot water usage.
 
It also helps us to predict the overall usage on site and see the trends and peaks, to helps us be smarter when purchasing the energy which feeds the district heating network to get better value so we can provide lower cost heat to your home. 

How do you protect my data?

We understand that your privacy is important.

All data in your Heat Meter is protected against unwanted intrusion and any data that is transferred is always sent over secure connections.

We only ever store data that is needed to provide you with the heating service for your home, and nothing else. We never share your data with third parties, unless specifically instructed to do so by you. 

What if I’m struggling to pay for my heating and hot water?

We recommend that you get in touch with us straight away so we can do our best to help you. If you are having financial difficulties we can help steer you in the direction of organisations who can provide you with support.

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