KURVE

This is the amount you are charged per kilowatt hour (kWh) of energy used. The price is calculated by your heat provider based on supply costs and building efficiency. Tariffs are commonly reviewed every 6-12 months and we will notify you of any changes before they are applied.

What is a daily standing charge and how is it calculated?

Your daily standing charge is set by your heat provider and covers the yearly costs associated with delivering heat to your property. This is broken down into a daily amount deducted from your account every day around midnight.

How are the ‘Estimated X days left’ on my Balance screen calculated?

When your account is in a credit of at least £5 above your cut-off limit, you will see ‘Estimated X days left’ text appear underneath your current balance. This is to give you an idea of how long your credit will last you until you need to top-up again.

This is based on an average of your consumption and daily standing charge over the last 7 days. The accuracy of this estimate will be determined by how much your usage habits change week on week.

Where can I find my heat meter and how do you read it?

Your heat meter can be found either inside or near your Heating Interface Unit (HIU) which is normally found in the utility cupboard in your home.

We collect your meter reads remotely every hour through an Automatic Meter Reading (AMR) system. This means you don’t need to provide us with manual meter reads and you are always charged for what you use.

My consumption graphs don’t seem to match my energy usage. What do I do?

Sometimes, you might hear us talk about an issue with your fixed internet connection (FIC) line. A FIC line connects your building’s broadband network to the internet, allowing us to read your meter remotely, and automatically apply top-ups to your KURVE account.

We aim to read your meter every hour. However, if this FIC line goes down, it means the connection between us and your development is temporarily interrupted impacting our ability to talk to your meter and update your account. This means you may not always be able to see up to date consumption data in your KURVE web-app. But this will update once we’re back in communication with your development. In all instances, we’ll always work with your heat supplier to resolve these issues as quickly as possible. Please note that Insite Energy are not responsible for the maintenance of these lines so we may not be able to take any action to ensure these lines are reinstated within a timely manner.

Once we can read your meter again, consumption data should reappear. When it does, we will calculate how much you’ve consumed since your last meter read and average this consumption over the number of days the meter was out of communication. When this happens, you will see an averaged consumption over those affected days like the example graph below.

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This average will give you a better idea of your daily usage. This means your energy usage may not be accurately portrayed on the days’ communication was lost but they will correctly add up to your total consumption and cost over that time. The total cost of this consumption will be deducted from your account balance in one go.

Who are Insite Energy?

Insite Energy are a national heat network metering & billing agent who have been appointed by your heat provider. We do not supply the energy to your property but are however, responsible for:

Collecting your meter reads and charging you based on your actual consumption
Offering you a range of top-up methods and processing your top-ups
Providing customer support about metering, billing, or top-up queries
Processing changes of tenancies
Supplying account set-up information including welcome e-brochures to all new residents
Helping your heat provider calculate the total cost of providing energy to all connected properties across their heat network, so the operational costs can be recovered through your tariff without making a profit,
Issuing annual account statements.

Visit our ''About us’ page to learn more about what we do and don’t do.

I have a problem with my energy supply. What do I do?

Before getting in touch with us, please check that:

Your heating/cooling controls (e.g., thermostat, programmer, thermostatic radiator valves (TRVs)) are set correctly,
Your energy meter and HIU are on and undamaged,
Your KURVE account balance is above your cut-off limit. If you’ve recently made a top-up, please allow up to one (1) hour for this to be applied to your account,
You have electricity to your property.

If the answer to all the above is ‘yes’ and you still have no energy supply, please contact our helpdesk by searching for your postcode on the 'My development' page.

Please note, Insite Energy are not responsible for your energy supply, nor do we maintain the heating system at your development or in your property. Unfortunately, as a result and unless contracted, Insite Energy are unable to help you with the maintenance of the heating system within your property. For queries relating to your electricity and water supply, please contact your relevant suppliers.

How can I reduce my energy consumption?

You may be able to reduce your heating and hot water consumption by making small changes in your home. See our 'How to reduce your energy bills’ page for tips on how you could save energy.

How can I get support outside of your opening hours?

Our helpdesk is open Monday-Friday 9:00am-8:30pm (excluding Bank Holidays) and on Saturdays 9:00am-5:30pm. Outside of these hours you can drop us an email at support@mykurve.com and we’ll respond back to you as soon as we can.

All top-up methods are available for use outside of these opening hours.

If you have an urgent supply issue, please contact your heat supplier, concierge or internal maintenance team. You can find the contact number for your heat supplier at 'My Development’.

Where can I find my welcome e-brochure?

You can find your scheme-specific welcome e-brochure on the 'My development' page by typing in your scheme name. Here, you’ll also find more FAQs, your heat provider contact details, and much more.

How do I remove or change my saved payment cards?

You can manage all payment cards saved against your account by going to ‘Payment Details’ within ‘Settings’. Any cards you store on your account will be ready to use to top-up all your KURVE utility accounts.

How does Emergency Credit work?

If you run out of credit, you can use your Emergency Credit allowance to keep your energy on for a little while longer until you are able to top-up. The amount of Emergency Credit used will need to be paid back in full the next time you top-up. Emergency Credit can only be activated when your meter is at or below your cut-off limit, which is normally set to £0.00, and should only be used when needed. Please note, as we collect meter reads from your heat meter every hour, you may use a few pence more than your Emergency Credit limit.

How can I top-up?

You can make a top-up through any of the following options available 24/7/365:

Online using a stored bank card via the KURVE web-app;
Automatic top-ups set-up via the KURVE web-app;
Over the phone using a bank card via our Interactive Voice Response (IVR) service;
At any PayPoint outlet nationwide using your 19-digit payment number and barcode. This can be found under 'Payment Details' within app 'Settings'.

How do I set up an automatic top-up?

Automatic top-ups are a great stress-free pay-as-you-go alternative to Direct Debits to always keep your account in credit. You can arrange for your account to take payments whenever your credit balance falls below a certain level. You can select your balance level trigger (e.g., £10.00) and top-up amount (e.g., £20.00). For example, this means that whenever your account hits £10, £20 will automatically be added to your account. To set up, please go into ‘Payment Details’ under ‘Settings’.

I can’t top-up online, how can I top up over the phone?

If you cannot access your online KURVE account, you still have the option to pay over the phone using our ‘Interactive Voice Response’ service. This automated payment line is available 24/7/365.

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To make a top-up over the phone, please call your dedicated scheme phone number and press “1”. You will need your 19-digit payment number and card details to hand. You will find your 19-digit payment number within ‘Settings’ in KURVE or in your original welcome email.

You can find the dedicated customer support number for your building by searching for your address or postcode on the 'My development' page.

I’ve topped up, but my supply is still disconnected. What do I do?

Before contacting our helpdesk, please check:

If you are still below your cut-off limit, meaning you’ll need to top-up more for your supply to be reconnected,
If you have just made a top-up, please allow up to one (1) hour for this to be applied to your account.

If you made the top-up a few hours ago, please get in touch.

I’ve made a top-up, but it isn’t showing on my account. What do I do?

If you received an email receipt after topping up but it still isn’t showing on your account after one (1) hour, please get in touch with our helpdesk.

Where can I find my payment history?

You can view all payments made to your account from your payment history found under ‘Payment Details’ within ‘Settings’.

How can someone else top-up my account for me?

If you want someone who doesn’t have access to your account to make a top-up, they can do this either over the phone using our IVR system, or over the counter at any PayPoint Outlet. For both of these options all they will need is the 19-digit payment number and barcode for your utility account.

What is a debt recovery rate?

If you have any debt on your account, this will be put in your ‘Debt balance’ with a debt recovery rate percentage applied, as determined by your heat provider. For example, if set to 25%, this means that whenever you make a top up (e.g., £10.00), 75% will go onto your Account Balance (£7.50) and the remaining 25% will go towards paying off your Debt balance (£2.50). If you wish to pay off your Debt balance in full, please give us a call.

I’ve only recently opened my account, why do I already have a debt balance?

There are two main reasons why your KURVE account might have been opened with a debt balance:

We may have been notified of your move in late; meaning you will not yet have been billed for any energy consumed and daily standing charges over this initial period. As such, on opening your account, your accrued balance will have been calculated and set against a debt balance with a debt recovery rate in place (as agreed by your heat provider).

If you previously received monthly bills and have recently been switched to a KURVE (pay-as-you-go) account, any monies outstanding would have been transferred to your new KURVE account and applied to your debt balance with a debt recovery rate.

The use of a debt balance and recovery rate allows you immediate access to your energy supply, whilst gradually paying off your aged debt as you make payments.

If you wish to pay off your debt balance in full, please give us a call. You can find your scheme specific phone number on the 'My development' page.

I can’t afford to top-up my account, what did I do?

If you're having difficulty topping up your account, please contact us as soon as possible and we can advise you of the options available to you.

My auto top-up set-up has disappeared – what’s happened?

When you set-up a auto top-up, we will check once a day around 10pm to see whether an automatic top-up needs to be taken for your account.

Your automatic top-up will be attempted 5 times over the course of 3 days. If payment cannot be taken after all 5 attempts, your automatic top-up schedule will be cancelled. As a result, you may receive an email balance notification if your credit has fallen below £5.

To avoid falling below your cut-off limit and being disconnected, you will need to either make a single payment or set-up a new automatic top-up schedule. If you want to find out what caused the issue, please get in touch.

How can I save KURVE as an icon on my mobile?

Depending on whether you have an Apple (IOS) or Android device, you can save KURVE as an app icon on your phone by following the relevant instructions below:

For Apple/IOS devices:

Type www.mykurve.com into Safari and tap the share arrow.

This will open a menu. Click on the 'Add to homescreen’ button.

Follow the instructions on the screen and click 'Add'.

An app icon for www.mykurve.com should now appear on your phone homescreen.

For Android devices:

Type www.mykurve.com into Google and tap on the three dots in the upper-right corner

This will open a menu. Click on the 'Add to Homescreen' or ‘Install’ option

Follow the instructions and click 'Add'.

An app icon for www.mykurve.com should now appear on your phone homescreen.

Please note your device or operating system may differ from these instructions - please search for specific advice for your device if the above instructions do not work.

I want someone else to manage my account for me. What do I do?

You may wish to nominate someone, such as your carer, a relative or a friend to manage your KURVE account for you. To help us verify your request, please give us a call. We will then be able to give full account access to your nominated person.

Your account and payment details will not be shared with anyone unless you explicitly ask us to do so.

Why should I set up two-factor authentication (2FA)?

There are new cyber security mechanisms coming into place for cloud-based services to reduce the risk of identity fraud and cyber hacking. One of these is the implementation of two-factor authentication. This means that instead of just entering your username and password, you also provide a second means of authentication to prove it is you trying to access your account. This is to make it more difficult for someone else to gain access to your personal information.

To enhance your security, we have implemented the option to set-up two-factor authentication in the KURVE web-app.This is currently optional but may become mandatory in future.

You can choose to set this up at any time by going into Settings > Preferences.

If you have forgotten your 2FA or need to remove it at any point, please get in touch with us.

What if I am unable to register a KURVE account?

When you first move into your new home, you will be sent a welcome email with an activation link.

This activation link is only active for 14 days, so we would recommend setting up your account as soon as you receive it. If you fail to activate your account before any starting credit runs out your energy supply may be disconnected.

Please note:

Only one account can be set up per property so if a member of your household has already set-up an account on KURVE, you won’t be able to set up another.
If you have moved out of your property, your account with us will no longer be active.
If your billing is on hold as per client request, you may temporarily be blocked from accessing your account.

If you have not received this email, failed to activate your account within 14 days of receiving the email, or are unable to register your account on KURVE, please get in touch with us to help.

Where can I get advice on how to reduce my energy costs?

We all love saving money on our bills. We’ve put together some handy tips here to help try and you save money on your heating & hot water.

If you are still concerned that your heating & hot water consumption is too high, our Consumption page provides you with the average heating & hot water consumption for households on a heat network, and a few next steps to help you review your energy usage.

You can also visit Energy Saving Trust and Citizens Advice for independent advice on how to reduce your energy spend.

How can we help?