Tips for reducing your heating and hot water bills;
Click here to see our Energy Saving Guide
Setting your programmer;
You can use your programmer to control when the heating system should come on and then the specific temperature that should be reached. This will automatically switch your heating off when you’re not at home, or when you don’t need it, such as when you’re in bed.
Programmers allow you to set ‘on’ and ‘off’ time periods. There may also be manual overrides.
Each programmer is different and we recommend you consult the manual to make sure you maximise the performance of your system.
Choose a cold evening and time how long it takes for your house to warm up to a comfortable temperature – this is the warm-up time.
Then turn the heating off completely and time how long it takes for the house to start to get uncomfortably cold – this is the cool-down time.
You can now set your timers including the warm up and cool down time. For example, you can make sure that the heating goes on with a warm-up time before you wake up and turns off before you leave the house.
Check that the timer on the programmer is correct before you set your programmes, if they are wrong you may end up heating your home when no one is there! Do not forget to check the clock on your programmer when the clocks change.
Setting your thermostat;
Room thermostats need a free flow of air to sense the temperature to work accurately. Make sure your thermostat is not blocked by curtains and furniture or in a draught as this will affect their performance.
It is recommended that your room thermostat should be set to the lowest comfortable temperature - typically between 18 and 21 degrees. This means that when you wake up or come home, it will be warmer then outside and you can then turn up the thermostat if needed.
Avoid setting your thermostat too high. If you turn your thermostat to a desired temperature above 25°C it is likely that your system will need to work continuously to try and reach that temperature. Having your system working all the time will use more energy and increase your bills quickly. Setting your desired temperature to 25°C or less will set a more realistic target for the system to achieve, and reduce both the energy used and the size of your heating bill. Make sure to turn down thermostats and radiators in rooms that are not frequently used.
If after implementing our recommendations, you feel that you still have excessive heat consumption, then please report it our customer service team and we will review it with you.
What is an HIU?
The Heat Interface Unit (HIU) is a box that looks like a home boiler. It brings heat and hot water into your property from the district heationg network. Inside it there is a Heat Exchanger, which transfers the heat between our network and your property’s central heating system.
How do I use my In Home Display?
If you pay-as-you-go or via a standing order, you can use your In Home Display device to monitor your credit levels and usage.
Instructions for using your In Home Display should have been provided with your Welcome Pack, let us know if you need a replacement copy emailed to you.
Make sure you keep your In Home Display charged up and in view, particularly in the winter months. This will make sure that you know when you need to top up your account to ensure continuous supply of heating and hot water.
If you need a replacement In Home Display, please contact our team.
If you would like to review your usage for a longer period, you can contact our customer service team and we will prepare a consumption statement for you. These can take a few days to produce, we appreciate your patience.
Vulnerable Residents
With Energy is committed to taking special measures to care for the members of our community most in need.
When you sign up online you will be prompted to answer questions like;
- Do you, or anyone in your home have a disability?
- Are you of pensionable age?
- Do you, or anyone in your home receive benefits?
This helps us identify customers that may be in need of additional support. We will always ensure the highest levels of security are enforced to keep your information safe.
If your circumstances change you can contact our customer service team and we can update our records as and when required.
Register as Vulnerable If you would like to register, please complete the form found here if anyone in your property is classified as vulnerable or if you would like to discuss any extra support.
Residents with Additional Needs
If you require additional assistance with understanding your bills or making payments you can call or email our customer service team. If you would like to have someone contact us on your behalf, we are happy to work with them to provide you with the information that you need. We will do our best to accommodate those members of our communities who need extra support.
Moving home?
If you are moving into a property and need to set up an account click here
If you are a leasing agency and you wish to inform us of contact details for new tenants, please fill in this form so that we can contact them directly to set up an account.
If you are moving out of a property click here to provide us with the details that we need to finalise your account.
Please note; if you require a refund for a positive balance on your meter we will process this for you within 10 working days of your move out date, or the date you notify us that you left the property, whichever is sooner.
Feedback and complaints
- Feedback
We are committed to constantly improving our service to customers and appreciate any feedback or ideas you may have on how we can improve our performance. You can call or email our customer service team to discuss your suggestions or if you wish to provide your feedback anonymously, you can fill in the form available here.
- Complaints
We take all complaints and expressions of dissatisfaction with our service very seriously.
Please contact our customer service team either by phone or email to log your complaint and initiate our complaint handling process.
To help us answer your complaint as efficiently as possible, please provide;
- An explanation of your complaint and the date it occurred
- Any supporting information (such as meter readings)
- Your preferred solution
- Please also provide your contact details and preferred contact times
We will respond to you immediately to acknowledge receipt of your complaint, with our full response to follow within 10 working days.
When we respond to your complaint we will also provide you a detailed copy of our complaints process and escalation process. You can also request this process from our customer service team if needed.