If you have credit/Emergency credit and your heating and hot water are still not working
- Check that your heating controls are set properly so that they are allowing heat into the apartment.
- Check that the GURU or SECURE Smart Meter is on and working.
- Check that you have enough credit and that the GURU or SECURE Smart Meter is not displaying a negative (-£0.00) balance.
If you have done the above and your heating and hot water are still not working, please call us. The dedicated customer service team number for your building can be found on the 'Your Home' section. We are on hand Monday–Friday from 9am to 8.30pm, and 9am to 5.30pm on Saturdays.
If we notice something wrong with your GURU or SECURE Smart Meter, one of our engineers may need to visit your home. Our customer service team will be able to schedule a visit with you. You can choose between morning or afternoon appointments for maintenance visits – please let us know what works best for you.
Our engineers always wear identification badges, but for extra peace of mind we can tell them to use an agreed password whenever they visit you. You can choose your own password and change it whenever you like by sending our team a message.