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Maintenance

From planned servicing to emergency repairs, our maintenance support is designed to keep your heat network running efficiently and supply running smoothly for residents. Here’s a bit more information on this service.

Select a question.
Help & support
Which parts of the heat network do I need to maintain?

Maintenance responsibilities vary depending on your setup. Typically, you’ll need to maintain:

  • The energy centre and its assets (e.g. pumps, boilers, CHPs, and pipework)
  • Distribution pipework
  • Heat interface units (HIUs) and heat meters
  • Water quality across the network

Our maintenance agreements can cover all or part of this, depending on what’s installed, and what’s covered in the leasehold agreement.

We recommend using the same maintenance provider to maximise efficiency and avoid issues caused by split responsibilities. Get in touch with our Solutions team to find out more.

I’m not sure what’s installed. Help!

No problem. We can carry out a site survey and review your technical documentation to confirm what’s in place. This helps us tailor your metering & billing, and maintenance setup, and ensures you’re meeting regulatory requirements.

Get in touch with our Solutions team to schedule in a site survey.

How can Insite maintenance reduce costs of operating a network?

Our planned preventative maintenance (PPM) services are designed to reduce emergency callouts, extend asset life, and improve overall network efficiency, all of which help lower operating costs.

What sets Insite apart:

  • Remote monitoring (where applicable) to spot issues early
  • Accreditations including CHAS Elite, Gas Safe, ISO 9001, ISO 27001, and SFG20
  • Joined-up servicing across HIUs, meters, and plant room assets to avoid gaps and duplication
  • Where emergency issues do occur, we have a 94% first-time fix rate, reducing repeat visits and resident disruption

We also help you improve reliability and reduce downtime by tailoring your maintenance plan to your setup, so you’re not over-servicing, but still meeting performance and compliance needs.

For more information on how we can help, please contact your Account Manager or our Solutions team.

What maintenance services do you offer?

We offer a mix of planned and reactive maintenance services. Our planned services are tailored to your heat network following an initial site survey, and can include:

  • Energy centre checks, incl. water quality testing
  • HIU and heat meter servicing
  • Remote monitoring (where applicable)

Service frequency depends on your set-up and contract. We’ll recommend a schedule that supports performance, compliance, and reliability, helping to reduce downtime and avoid costly emergency callouts. For SLAs, costs, and scope, speak to your Account Manager or our Solutions team.

Do your maintenance services help us meet regulatory requirements?

Yes, our maintenance services are designed to support compliance with current regulations, including the Heat Network (Metering & Billing) Regulations (HNMBR) 2014. For example, heat meter servicing is included with HIU visits to support billing based on actual use.

While new regulations, like Ofgem’s Consumer Protection Regulations and the Heat Network Technical Assurance Scheme (HNTAS), are still evolving, we know that network performance and clear resident communication will be central, and we’re already set-up for both.

Our team works to recognised standards, with accreditations including CHAS Elite, Gas Safe, ISO 9001 ISO 27001, and SFG20. These reflect our commitment to quality, safety, and data security, and give you confidence that your network is being maintained to a high standard.

A well-maintained network is not only more compliant, but also more reliable and efficient, helping you avoid downtime, reduce complaints, and meet resident expectations.

How are maintenance works communicated to me and my residents?

Our goal is to keep you and your residents informed, prepared, and reassured, especially when maintenance work might affect their heating & hot water or cooling supply.

  • Planned maintenance notices: We will provide a plant room maintenance schedule showing likely servicing dates throughout the year. The specific days of these appointments will be confirmed closer to the time. For plant room works that fall under our maintenance contracts, we notify the client who is then responsible for informing their residents. For developments under our ESCo Manager services, we handle resident communications directly and aim to give notice at least 48-hours in advance. Regardless of contract, a notice will be added to the resident-facing development page.
  • 24/7 emergency support: If we’re your maintenance provider, your team will be provided with a 24/7 emergency number for urgent issues, so help is just a call away. We aim to respond to emergency callouts within 4 hours.
  • Heat interface units (HIUs) and home access: For home visits, we provide a booking link so residents can choose a time that works for them. This helps reduce missed appointments and ensures smoother access.

We send a text message when our engineer is on the way. Engineers carry ID, wear Insite-branded uniform and can provide password for identification if requested. After the visit, we leave a physical handout confirming what was serviced or repaired, so residents know exactly what’s been done.

Where residents are on our priority services register (PSR), they may also be eligible to further support, such as alternative heating. It is your responsibility, as a heat supplier, to provide these.

How quickly can you start your maintenance services?

Maintenance onboarding usually starts 8-weeks before your planned maintenance schedule begins. During this time, we’ll:

  • Arrange a site survey
  • Request service records
  • Set up your scheme in our systems

Timely responses and quote approvals help keep everything on schedule.

For a full timeline breakdown, contact your Account Manager or our Solutions team if you’re new to Insite.