What are the main elements of the heating system?
Your apartment is part of a district heating system (DHS) that is supplied from a central plant located in the basement. The central plant consisting of gas fired Combined Heat & Power Units (CHP’s) which simultaneously generate hot water for the heating network & electricity for landlord equipment and high efficiency gas boilers provide any additional hot water required for the heating network. Hot water from the central plant is pumped around the building as required to supply each apartment heat interface unit (HIU) that supplies your heating and domestic hot water needs. Local controls in each apartment enables you to easily set your time schedules and temperatures to match you own requirements.
How do I operate the heating system?
Each apartment has a heating circuit that can be controlled locally in terms of the times and temperatures required. The operating instructions for the Danfoss TPOne heating system controller can be viewed HERE or you can watch a number of short video that explain how to use the controller:
More general information on the system can be found in our Heat Manual.
Do I need to program my Hot water?
No. Hot water is supplied instantly through a plate heat exchanger within your HIU so there is no need to schedule your water use. Simply turn on your hot tap or shower and you will have a constant supply of hot water.
How are meter readings taken?
Meters are installed within the riser outside your apartment. Meter readings are taken from each heat meter via a central processing unit located within the central plant room of the development. Therefore, access to premises is not required to take individual meter readings and meter readings will be actual recordings of units consumed.
What is involved in the billing process?
Bills will be issued bi-monthly based on the kWh energy consumption per apartment at the current heat tariff rates. Bills will be issued to tenants as named on the apartment lease. The amount on each bill is due for payment 14 days from when the bill is issued.
What are the charges on my heat invoice?
The heat tariff is made up of two charges. The usage charge is calculated using the kWh metered at your premises and the usage rate that is set based on the cost of gas and the efficiency of the main system. The standing charge is similar to the supply charges levied by any utility provider and relates to the fixed costs of providing the heat service regardless of usage.
How often do the tariff rates change?
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 can I contact to report a problem with my heating or hot water?
If you are having a problem with your heating and/or hot-water in your apartment please follow the steps in our Troubleshooting Guide which may help you to resolve the issue but, if not, point you the right direction as to who to contact.
Who do I contact if I have a query on my bill?
Please contact our office by email firstname.lastname@example.org or phone 01 6853516 or submit a query using the ‘contact us’ button on the ‘more’ section of your app. Our office hours are Monday – Thursday 9:00AM – 5:00PM and Friday 9:00AM – 4:30PM
How can I pay my bill?
The simplest method of bill payment is via a direct debit mandate which you can sign up for using our new smart billpay app HERE. Alternatively, you can to pay via cheque, bank transfer or pay by debit/credit card by setting your preference in the app.
How do I close my account?
If you are moving home please provide us with written moveout form found in the ‘more’ section of our new bill pay app and we will issue you with your final bill which can be paid via your preferred method. Please note that your closing bill cannot be paid by direct debit. Please allow a minimum of 7 days’ notice before departure.