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How can we help?

Understanding your energy charges

How is my tariff calculated?

Insite Energy works with your energy supplier to calculate a specific kilowatt-hour (kWh) unit rate and daily standing charge for your home, so that your energy supplier does not make any profit. Unfortunately, we are unable to change your tariff, unless instructed by your heat provider.

Your tariff is broken down into two elements:

  1. Energy charge - This is the cost of the energy you have consumed based on the unit charge set by your energy provider. This unit charge includes any associated loss of energy between the supply point and your home.
    Total energy charge = units used (kWh) x charge per unit (£)
  2. Standing charge - This is the daily standing charge passed on by your energy provider for the provision of energy to the central plant room that supplies energy to your home. It also includes any associated costs attributing to the provision of heat to your home and administration charges related to service.
    Total standing charge = days in the billing period x daily standing charge

Your tariff is regularly reviewed every 6-12 months by your energy provider to ensure the price is fair and any fees charged do not exceed the cost of providing energy to your home.

Your current tariff can be found on your bill, or on the display screen of your pay-as-you-go (PAYG) in-home display (IHD).

To view a breakdown of the tariff specific to your scheme,  please read the ‘Tariff breakdown' document, downloadable from the 'My development' page.

I'm unhappy with my tariff. What can I do?

Insite Energy works with your energy provider to calculate a specific kilowatt hour (kWh) unit rate and daily standing charge for your home so that your energy supplier does not make any profit. 

To view a breakdown of the tariff specific to your scheme,  please read the ‘Tariff breakdown' document, downloadable from the 'My development' page.

Unfortunately, we are unable to change your tariff details, unless instructed by your energy provider.

You may, however, be eligible for benefits, grants and help offered by the Government. A full list of available support with energy bills can be found on

Is what I am consuming normal?

To give you an idea of how much energy you should be consuming based on the size of your property, we've pulled together the below averages (data also presented in a table below). 

This data is based on an industry standard for energy use within residential dwellings and should only be used as an indicator. Your usage may differ based on the time of year, your building (size, fabric and components installed) and usage habits (how many people live in your home, how often you shower, the temperature of your rooms, etc.). The daily usage bracket has been calculated using estimate consumption from June (lowest consumption) to January (highest consumption).

Nr. of bedrooms

Typical area (m2)

Nr. Of occupants

Average daily usage (kWh)

Avg. consumption / annum (kWh)


Spring / Autumn


1 bed / studio







2 beds







3 beds







4 beds







My consumption is too high. What can I do?

If you’re concerned that you’re spending too much on your heating and hot water, our 'consumptions' page provides you with the average heating & hot water consumption for households on a heat network. It also provides you with a few next steps if your consumption still seems too high, including our energy saving tips. 

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.

Where is my energy meter?

Your energy meter and your pay-as-you-go (PAYG) meter will usually be found in the utility cupboard or found next to your Heat Interface Unit (HIU) which looks like a boiler. It could also be fitted inside the HIU which you can locate by lifting the lid on the HIU. Unfortunately, Insite Energy does not choose the location of any meters in your home and our Customer Service team may not know where to find it.

Please contact your building owner or landlord if you’re unable to find your meter. You will find their contact details and more useful information by searching for your development on our ‘My development’ page.

What are your back-billing rules?

You may be aware of the back billing rules introduced by Ofgem in the regulated market which limit back dating costs to 12 months. However, as your home is on a heat network, which is not governed by Ofgem your energy provider is entitled to recover payments for energy not previously paid for up to six years prior if required.

Your energy provider must make the decision on whether they will reduce their claim to 12 months, in line with Ofgem guidelines and therefore absorb the remaining costs themselves or reclaim in full the charges for which you are liable.

Why can I see a small amount of daily consumption on my heat meter even when I'm not using the heating or hot water?

Depending on the make and model of your heat interface unit (HIU), there may be a built-in 'Keep Warm’ function. This allows for a continuous flow to go through your HIU, keeping the plate constantly warm enabling access to instantaneous hot water when demanded (i.e., when you turn on your hot water taps). 

The movement of water also ensures that the chemicals, which maintain the high performance of the network, continue to run throughout the system, minimising the flow rate needed from the plant room pump. This may result in a small amount of kilowatt hour (kWh) consumption per day (<2 kWh). 

Should you still have a concern about your energy usage please get in touch

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

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