Your heat
equipment
explained
Low carbon heating in our Community heat hub
Instead of having a gas boiler in your home, heat is produced centrally and delivered to you through a Heat Interface Unit (HIU).
Your home still heats up just as you’d expect. It’s now cleaner, safer, and ready for the future.
By using a heat network instead of an individual gas boiler:
- Less carbon is released into the air
- Homes rely less on fossil fuels
- Heating can be generated in a more efficient way
- You don’t have to worry about annual servicing of the boiler
As gas boilers are phased out, our heat networks provide an alternative low‑carbon solution to individual air source heat pumps.
The equipment in your home
Heat Interface Unit (HIU)
The HIU transfers heat from the network into your home, giving you reliable heating and hot water to your radiators or underfloor heating, taps and showers – whenever you need it.
We maintain the HIU every two years so you don’t have to worry about servicing.
Some HIUs also include a “keep warm” function that maintains regulated water temperatures. For safety reasons, this can’t be switched off – and it’s already included in what you pay.
Thermostat
Your thermostat works just like it always has.
- Set your preferred temperature with your thermostat
- Control when your heating comes on and off
You or your landlord are responsible for maintaining this.
Heat Meter
If your home has a heat meter, it measures how much heat and hot water you actually use.
- Readings are sent to us automatically
- Your bills are based on real usage, not estimates
- You can check your usage at any time
It’s a straightforward way to stay informed and in control.
If you want to submit a meter reading, just look for the number of kWh on the HIU screen.
Making sure everything runs smoothly
One of the biggest benefits of being on a heat network is peace of mind.
We service your HIU every two years, making sure it’s working efficiently, safely and reliably. We’ll always contact you in advance to arrange a convenient appointment.
- Inclusive servicing fees
- No call‑out charges
- No separate maintenance contracts to arrange
This is all included in the cost you already pay to us.
If you had a traditional gas boiler, you’d usually need to arrange and pay for servicing yourself – on top of your energy bills. With a HIU, that’s one less thing to worry about.
Responsibility of the network
If you notice a problem that means you have no heating or hot water throughout your home, just get in touch. We’re available 24/7 for emergencies.
We are responsible for:
- The heat network
- The community heat hub
- The Heat Interface Unit (HIU)
We service your HIU every two years, so you have complete peace of mind.
You or your landlord are responsible for:
- Water outlets
- Thermostat
- Radiators and/or underfloor heating (if applicable in your home)
You may also have Underfloor Heating in your home. Find out more about Underfloor Heating here.
Your home may also be connected to one of our cooling networks. Find out how cooling works and the responsibility of the cooling service.
FAQ’s
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
Who is responsible for servicing and repairs?
We are. We service your Heat Interface Unit (HIU) every two years, and we include all servicing and repair charges within the daily standing charge element of your heat bill.
How do I submit a meter reading?
If your bill is based on an estimated meter reading, you can give us an accurate reading. We can use this to update your bill right away, and you’ll see your new balance.
Sending a meter reading is the best way to keep your account up to date. It helps ensure you pay the right amount for your heating and hot water.
If you’ve used more than you’ve been paying for, you may have to make catch-up payments.
It’s easy to send us a meter reading, and it will help us make sure you’re only paying for what you use.
The heat meter (often found in the HIU), records your heat and hot water usage and sends remote readings to us. You can also check it yourself on the HIU’s front screen by looking for the number of kWh.
Use the ‘Submit Meter Reading’ button in your online account. If you don’t have one, you can contact us and we’ll be happy to submit it for you.
Who is responsible for the equipment?
We own, operate and maintain:
- The heat network
- The community heat hub
- The HIU – we will service this every 2 years at no extra cost. It’s all included in the cost you already pay to us.
You or your landlord is responsible for:
- Taps
- Radiators
- Underfloor heating
- Thermostat
