How does the system work?
Charlestown Apartments are supplied with heating and hot water from a centralised Community Heating System. The central boiler plant is fueled by a combination of Natural Gas & Biomass boilers, Air to Water Heat Pump and Cogeneration plant. Hot water from the central plant is pumped around the building as required to supply each apartment with the energy to generate their space heating and domestic hot water. Local controls in each apartment enable customers to easily set their time schedules and temperatures to match their own requirements.

How do I operate the heating & hot-water system?
The system in the apartment is operated via the controller, thermostats and thermostatic radiator valves (TRVs). The operating instructions for these can be viewed HERE

How are meter readings taken?
Meter readings are recorded for individual apartments via a central processing unit located within the central plant of the apartment complex; therefore, access to apartments is not required to take individual meter readings. Readings will be based on actual recordings of units consumed and not on estimated units of energy consumption.

What is involved in the billing process?
Bills will be issued bi-monthly based on your kWh energy consumption and a daily standing charge. Payment terms are 14 days.

What is the standing charge?
The standing charge is similar to the supply charge operated by Bord Gais and the ESB which relate the basic costs to service the system regardless of consumption. This charge covers carbon tax, gas supply point capacity charges and the system operation costs.

Who can I contact to report a problem with my heating or hot water?
Should you have a problem with your internal apartment equipment such as pumps, valves, showers and your controller please contact your landlord or management agent. Kaizen Energy are responsible for the centralised plant and operate a 24/7 cover to the main plant and equipment.

How is the standard consumption rate calculated?
Energy rates are calculated by using input gas costs and the system efficiency of the main plant and equipment on site. Our rates are currently not fixed due to global inflation in energy costs. Rates are now revised bi-monthly in conjunction with the management company and may increase or decrease dependent on gas rates and system efficiency levels.

Who do I contact if I have a query on my bill?
Please contact our office by email or phone 01 6853516. Our office hours are Monday – Friday 9.30am – 5pm.

How can I pay my bill?
The simplest method of bill payment is via a direct debit mandate. Alternatively, customers may if they wish choose to pay via cheque or pay by debit card through our online payment system

What do I need to do to setup my account?
Simply sign up online on our website or return the completed direct debit mandate that was supplied by your management agent. Your details will be setup on our system and you will simply receive your energy bill through your letterbox when due.

How do I close my account?
If you are moving home please provide us with written notification by email and we will issue you with your final bill which can be paid through our website. Please note that your closing bill cannot be paid by direct debit. Please allow a minimum of 7 days’ notice before departure.