L&Q Energy FAQs
How do I top up my in-house display (Guru Hub)?
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?
- Direct Debit
- Online payment
- Over the phone
- SMS message
- At a shop, PayPoint counter
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?
Do I need to give meter readings?
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)?
What data do you collect from my meter and why?
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.