Resident support

We aim to make onboarding onto our metering & billing processes simple and reassuring for residents, combining automation with a human-first approach:

• Welcome email & brochure: Residents receive a welcome email with a link to their scheme-specific microsite and welcome brochure, explaining how billing works and how to get support.
• Access to ‘my insite’: Our resident portal gives 24/7 access to account info, online payments, and contact updates.
• Tariff letters: After a tariff review, residents receive a clear breakdown of their new charges 31 days ahead of any changes.
• Quarterly e-newsletters: These share seasonal tips, service updates, and answers to common questions.

Residents can also find key documents in ‘my insite’. Additionally, they’ll be able to find their welcome brochure and tariff breakdown by searching for their postcode or building name on our development directory.

For developments with maintenance services only, residents don’t need to be onboarded with us directly. Instead, we work behind the scenes with your internal teams, including determining who’ll contact us when heating asset servicing or repairs are needed. In these cases, we’ll send updates or communications to residents as and when required.

Residents can self-serve via our website and our resident portal, ‘my insite’. They can also contact our Customer Services team over the phone, LiveChat, WhatsApp, and email via webforms.

We offer support with general heat network questions, billing and payment queries, and account updates. We also signpost to independent advice agencies, such as StepChange for free debt advice if needed.

Residents can log into ‘my insite’, our online resident portal, to view their account balance, payment history, and contact details.

Residents on pay-as-you-go (PAYG) billing and set up on Guru Hub II or Secure Pipit 500, will be able to view their usage on their in-home displays. Those on KURVE will be able to view their consumption data on any internet-connected device by logging into the KURVE web-app.

If your residents are on credit billing, their consumption will be noted on their bill.

All residents also receive an annual account statement on the anniversary of their move-in, which shows their consumption (if known) over the relevant 12-month period.

When a new scheme is onboarded, you’ll need to provide us with a list of all relevant resident details so we can set-up their accounts. This can be done via our resident onboarding webform.

For schemes already live on our systems, residents can let us know they’re moving home using our dedicated resident webforms.

When a resident moves in, they’ll receive a welcome email and brochure explaining how billing works and how to get support. When they move out, we’ll close their account and issue them with a final bill.

For developments under our ESCo Manager service, we handle resident communications directly and provide at least 48 hours’ written notice before planned works.

For developments where we’re the maintenance provider, we’ll notify you to inform your residents. In both cases, we can post updates on the relevant scheme-specific microsite on our website.

For HIU visits, residents receive an appointment booking link to select a time and date that suits them. We’ll send them a text when the engineer is on their way, and a handout after the visit confirming what was serviced or repaired.

Residents who need extra support can be added to our Priority Services Register (PSR). This helps us tailor our services to their needs.

We manage the PSR on your behalf where we provide metering & billing or ESCo Manager services, in line with Ofgem’s Heat Network (Market Framework) (Great Britain) Regulations 2025. This may include authorised contacts, ‘safe word’ protected appointments, and alternative communication formats.

We can register residents if they:

• Are over 75 years old.
• Have a disability, or rely on medical equipment in their home,
• Have a long-term illness,
• Suffer from a mental illness or disability,
• Are a family with children under the age of 2 or 5 (less than 6 years old),
• Are visually or hearing impaired,
• Are financially vulnerable or on a low income,
• Have gone through a recent bereavement.

You can review our ‘Residents in vulnerable situations’ policy for full details on the support available and how resident information is managed.

Property managers or client teams should inform us of any PSR requests during the onboarding process via our ‘Resident onboarding’ webform. Once live, you should inform us via our dedicated PSR webform. Residents and authorised contacts can also request to be added to the PSR themselves using this form or by contacting our Customer Services team.

Our clients can view residents registered on the PSR for their heat networks via VANTAGE by navigating to the ‘Customer Service’ dashboard via the left-hand menu.