How do I register with Kaizen Energy Ltd for supply of heat to my apartment?
Customers can access their heat account by signing up via the Kaizen Energy app or via the Selfcare Portal.

What are the main elements of the heating system?
The central boiler plant is fuelled by Natural Gas. Hot water from the central plant is pumped around the building as required to supply each apartment with 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 system?
The heating system is operated by the Climote controller located on a wall in your apartment. The operating instructions for these controllers can be found in the information booklet supplied to each apartment or or you can download it HERE

How do I control the temperature?
The temperature is controlled via a thermostat linked to your time-clock. You should set the temperature on the thermostat to the temperature you require in your apartment and the heating system will maintain that temperature.

Do I need to program my Hot water?
No. Hot water is supplied instantly through a plate heat exchanger in the Heat Interface Unit (HIU) in your apartment 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 in the HIU within your apartment. 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 and readings will be actual recordings of units consumed and not based on estimated units of energy consumed.

What is involved in the billing process?
Bills will be issued bi-monthly based on the metered energy consumption (kWh) per apartment at the standard billing rate. 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?
The heat tariff rates are reviewed bi-monthly with Simon Community. The rates may increase or decrease based on changes to the system input costs such as the cost of gas.

Who do I contact if I have a query on my bill?
Please contact our office by email at or by phone at 685 3516. Our office hours are Monday – Thursday 9:00 AM – 5:00 PM and Friday, 9:00AM – 4:30 PM

How can I sign up for direct debit?
You can sign up for direct debit payment HERE

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 pipes, valves, showers, taps, or controllers, please contact Simon Community on 671 1606. Kaizen Energy is responsible for the centralized plant and equipment outside your apartments and operates 24/7; the out-of-hours emergency contact number is 086 057 5607.

How do I close my account?
If you are moving home, please provide us with written notification by email:, and we will issue you 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.