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Metering & billing

Getting metering & billing right is key, not just for resident experience, but for compliance. These FAQs cover your options, and how we can best support you.

Select a question.
Help & support
What’s covered in your metering & billing fee?

Our metering & billing service includes:

  • Set-up of your network on our systems
  • Monitoring of meter connectivity
  • Provision of a welcome brochure and email to residents
  • Issuing of monthly bills and payment reminders
  • Managing pay-as-you-go systems, where applicable
  • Handling of resident queries
  • Provision of tariff reviews
  • Reporting on performance and debt via VANTAGE
  • Resident access to ‘my insite’, our customer portal

We can tailor our service to your development’s set-up and resident needs. Book in a quick chat with our Solutions team to find out how we can support you with the metering & billing of your heat network.

 

What options are there for billing a heat network?

Billing can be:

  • Credit billing: Residents receive monthly bills
  • Pay-as-you-go (PAYG): Residents top up via a web-app or in-home display.
  • Hybrid: A mix of both depending on resident’s needs, with the ability to switch remotely within and between tenancies.

We support all models and can advise on what works best for your development. Simply ask your Account Manager or our Solutions team.

What do I do about energy debt?

We offer a debt recovery service as part of our metering & billing support. This includes:

  • Payment support, like payment plan Direct Debits, for residents
  • Debt reminder letter to the resident 30 days after non-payment (stage 1), followed by a second reminder 14 days later (stage 2).
  • Credit control insights in VANTAGE, showing where action may be needed from you (stage 3).
  • Installation of pay-as-you-go (PAYG) metering to help manage debt levels
  • Signposting to independent advice agencies such as StepChange for free debt help and advice

Your Account Manager can walk you through the process and help tailor the approach to your residents.

How do I set a heat tariff to make sure costs are recovered?

Your tariff should cover variable and fixed costs, including fuel supply, heat losses, and any admin fees. We recommend reviewing your network’s tariffs every 6-12 months, especially before new fuel contracts begin.

Under new heat network regulations, you need to provide a clear breakdown on what’s included in your unit rates and standing charges to your residents. A list of what we recommend including in each can be seen in our blog post on understanding heat network tariffs.

At Insite, we can help you analyse energy costs and network performance to set a fair, cost-reflective tariff. Your Account Manager, or our Solutions team, will be happy to talk you through your options.

How quickly can you start your metering & billing services?

We begin onboarding around 10-weeks before the first resident moves in. You’ll be assigned an Onboarding Coordinator who will:

  • Request key development details
  • Guide you through approvals (like the welcome brochure and tariffs)
  • Keep everything on track through to go-live.

To avoid delays, please return requested information and confirm quotes promptly.

Want a detailed timeline? Speak to your Account Manager or Onboarding Coordinator. If you’re new to Insite, our Solutions team can also help.