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Operational information relating to the Coronavirus

25th March 2020

How Insite Energy is working to maintain the supply of heat to your homes – information for landlords/heat providers and residents connected to heat networks.

Published March 25th 2020

In light of the Coronavirus, we wish to reassure our clients and their residents that Insite Energy remains fully operational, with only a few changes in place as a result of the latest restrictions. We are working to mitigate any potential risks in relation to Coronavirus and continue to keep abreast of updates, heeding advice from the World Health Organisation, Public Health England and the UK Government.

Call centre. Our customer service team is fully operational. Thanks to the latest call centre technology, we are set up to take calls, access email and webchat while working remotely, as well as in the office.

Please contact us using the details in your welcome brochure. Alternatively, our  general telephone number is 0345 872 9600, or you can complete our website contact form

Ways to pay your heating bill (for residents). All standard ways to pay remain active, including via our website and we have no reason to anticipate a loss of or break in the payment services we currently offer. We have disaster recovery plans in place should anything go wrong.

If you are a customer used to paying with top-up cards and you wish to switch to a remote payment method, please call us on 0345 872 9600 and we will arrange this you for as quickly as possible. Alternatively, visit our website FAQ page for instructions.

Engineer call-outs. In line with the latest government advice, we are able to attend emergency calls where heat metering system maintenance issues affect the supply of heat or hot water to the property. We will not be able to attend sites for any non-critical maintenance during this ‘lockdown’ period.

Should any residents require an engineer to visit their home, to repair a fault with their meter, we have introduced some screening questions to ensure our engineers are not exposed to potential risks. Where a resident has been identified as high risk we reserve the right to refuse to attend and will inform you of the issue. Our operations team is closely supervising our field engineers to ensure they are fit, well and advised on COVID-19 hygiene practices, to minimise any risk they may pose to residents.

Making changes to payment methods or terms (for heat providers). We have written to all our heat provider clients making them aware of the ways in which Insite Energy can support them, if necessary, to introduce additional measures to ensure residents have access to heat and hot water during this period of uncertainty.

Industry liaison. We will continue to work with industry bodies such as The Association of Decentralised Energy (ADE) and the UK District Energy Association (UKDEA) to feedback to government any concerns relating to heat network metering and billing resulting from the Coronavirus measures.

Insite Energy, Studio 4 Stuart House, St John’s Street, Peterborough, PE1 5DD

Insite Energy is registered by the FCA for anti-money laundering.