How is your bill
calculated?
We aim to make your billing as simple and transparent as possible.
We use the following information to calculate how much you need to pay.
Unit rate
You pay for the heat and hot water you use, which is recorded by your meter and the unit rate (p/kWh) is applied.
Standing charge
This is a daily fee. It helps pay for the maintenance and management of the heat hub and network.
We’ll also apply VAT, the tax you have to pay when you buy goods or services, at the lower rate of 5%.
FAQ’s
Why do I have to pay standing charges?
This is a daily fee. It covers the cost of keeping your heating system safe and reliable all year, even when not in use.
It pays for maintaining the heat network and ensuring everything works well for your home.
It also includes servicing of the Heat Interface Unit (HIU) every two years. This makes sure your heating and hot water are ready when you need them, with no extra maintenance or surprise repair costs.
Unlike a traditional boiler, you won’t need to arrange or pay separately for servicing, repairs, or replacements. It’s all taken care of for you.
Why does my bill change from month to month?
Your standing charge stays the same (except when your tariff is changed). However, your bill can go up or down based on your heat usage.
What is the ‘Keep-warm’ function?
The keep‑warm function helps make sure you get hot water quickly when you turn on the tap.
Without it, you’d have to wait much longer for hot water to travel from the system to your tap. Industry standards say that hot water at a kitchen tap should reach a comfortable temperature (about 45°C) within a short time — ideally within 15–45 seconds.
The keep‑warm function gently maintains the system at a ready‑to‑use temperature, so hot water reaches your tap faster. This means:
- less waiting around for hot water
- less water wasted while you wait
- a better day‑to‑day experience when washing up or showering
What are the ways to pay?
- Direct Debit – Trust Direct Debit to put you in control of your bills; effortless payments, every time.
- By phone – Call us on 02920 100346 (24 hours a day, 7 days a week)
- Online – Once you’ve set up an online account, you can manage your personal details, view your bills and pay online.
Why is my bill higher than expected?
Your bill can be higher if:
- you’ve used more heating or hot water, especially in colder weather
- a recent payment hasn’t yet been included
- earlier low usage means later bills feel higher
Your bill is made up of a standing charge and your actual usage. If something doesn’t look right, get in touch and we will look into it.
Why hasn’t my payment shown on my account or meter?
Payments can take a short time to appear, depending on how you paid.
- Card payments and top‑ups usually show the same day, but can take up to 24 hours
- Bank transfers can take 2–3 working days
- If your meter isn’t communicating at the time, the credit may be delayed but won’t be lost
If your bank shows the payment has left your account and it’s been longer than this, contact us and we’ll check it for you.
Why am I being billed on estimates instead of actual readings?
We use estimated reads when we can’t get a meter reading. This can happen if the meter temporarily loses communication or the system is being worked on.
You can submit your meter reading online, or you can contact us with your reading. We’ll add it to your account.
How do I setup, change, or fix my Direct Debit?
You can set up or change your Direct Debit at any time in your online account or by contacting us.
- Update your bank details
- Change your payment date
Your bill explained
Your bill provides details on your usage, payments made and due, and more. You can also quickly see how your usage changes with the seasons.
Help with paying your bill
We know sometimes it can be hard to find the money to pay for bills. We have ways we can support you. If you need some help, please let us know.
