Planned interruptions

• We’ll notify you at least 48 hours in advance if we need to turn off your heat supply. We’ll let you know when we expect to restore it and if we need to enter your home.
• If we fail to notify you or don’t restore the supply on time, we’ll credit your account with £10.
• If the interruption lasts more than five days, you’ll receive £45 for each additional 24-hour period without heat, starting from the sixth day, up to a maximum of £725.

Unplanned interruptions

• We promise to restore your heating and/or hot water within 24 hours of you letting us know it’s unexpectedly stopped working.
• If it takes longer than 24 hours, we’ll credit your account with £45 for every 24-hour period without service, up to £725.
• If you experience 4 or more unplanned interruptions lasting over 12 hours in a year, we’ll pay you £80.
• We won’t make payments if the outage is due to third-party damage.

How we’ll pay
We’ll make any payments due to you by adding a credit to your account. If we don’t credit your account within 20 working days of the date your heating supply was interrupted, we’ll usually make an additional payment of £10. Sometimes we may not know that the heating in your home stopped working. If this happens, we won’t credit you automatically and you’ll need to let us know. You have three months from when the interruption happened to get in touch by calling 02920 100346 and make a claim.

If an interruption lasts over 12 hours, we’ll ensure our registered vulnerable customers get an alternative heat supply. If we fail to do this, we’ll pay £35. Let us know if anyone in your home needs extra support. We’ll always try to inform you about supply restrictions, where to get alternative heat, and who to contact for more information.

If you have a serious leak

• We’ll arrive within 4 hours if you report a serious leak in your home’s heating system.
• We promise to fix serious leaks within 24 hours of your call.
• Non emergency leaks will be fixed within 5 working days.

If you spot a problem

• We’ll visit within 7 days if you report a problem which doesn’t stop your heating or hot water working.
• After inspecting the system, we’ll inform you about the estimated repair time.

Please note: We may not make payments for supply interruption where:
a) We have offered to visit your property to resolve a supply issue, but you have asked us to come at a time that means we can’t fix the fault within the promised timescales; or b)Your HIU hasn’t been serviced within the last 24 months, even though we have asked you to make an appointment, and the interruption has been caused by a problem with the HIU.