District Heating FAQs

Here in the UK, heating tends to be generated on-site, in individual buildings. The most common sources of heat are gas boilers, electric heaters and oil-powered boilers. However, in many parts of the world it is common to use local networks to transport heat to consumers through insulated pipes. This process is called “district heating”.

In these cases, the heat source is not contained inside each individual building but is generated locally at a combined heat and power (CHP) plant – reducing the losses normally associated with electricity or gas heating production. The heat is distributed to many consumers via a network of pipes, in a similar way to a domestic central heating system, but on a much larger, community-wide scale.

Heating and hot water is generated centrally and is distributed around the local area via a network of insulated pipes. This primary network links with the secondary network in your building which provides your heating and hot water.

The energy for your heating system comes from the combined heat and power plant (CHP) at an energy centre within your district heating scheme. The hot water from our network passes through the equipment in your home’s airing cupboard and is circulated through your home like a conventional central heating system.

The hot water in your home is fed by a heat exchanger, called a Heat Interface Unit (HIU). The hot water can be manually programmed to come on at certain times using a time clock-based programmer in your home.

Modern heat networks are fitted with in-property Heat Interface Units (HIUs) and heating controls, so that each consumer has as much control as they would with a more conventional system. An HIU contains a heat exchanger that transfers heat from the heat network to the pipes within an individual property. HIUs can look very similar to gas boilers. It can be difficult for domestic consumers to know that they’re on a heat network just by looking at the utility appliances within their home.

We regularly inspect your HIU and if we have been in your property to carry out repairs, we would have also completed the inspection. You can request an inspection by completing this form.

There are global, European and UK targets to reduce carbon emissions. One way of significantly reducing carbon emissions is to generate energy as close to the end users as possible. Using a district CHP plant allows electricity and heat to be generated and distributed locally.

As they are built on a far larger scale than typical domestic central heating systems, district heating schemes allow those participating to benefit from low-carbon technologies and economies of scale. More efficient generation of heat and fewer carbon dioxide emissions also help the environment.

Yes. Our heating network is a variable volume, low-temperature hot-water distribution system. It operates with a constant temperature differential, nominally with a flow temperature of 95°C (+15% under certain conditions) and a return temperature of 55°C.

The heat interface unit (HIU) is a box that looks like a boiler. It transfers the heat from the district heating network into your home, it makes heat available instantly, whenever it’s required for hot water or central heating. Modern heat networks are fitted with in-property Heat Interface Units (HIUs) and heating controls, so that each consumer has as much control as they would with a more conventional system. An HIU contains a heat exchanger that transfers heat from the heat network to the pipes within an individual property. For more information on Heat Networks please visit: https://www.heattrust.org/about-heat-networks

HIU’s need to are inspected every two years and our service timelines are aligned to those specified by the Heat Trust.

If you would like us to inspect your HIU, please complete the form here.

As each heat network involves significant upfront investment in the infrastructure of buried networks and central energy plant, long-term energy supply contracts are needed to allow that investment to be recovered over time, typically for between 25 and 40 years. Accurately projecting costs (especially fuel) over that time is very difficult as prices constantly change (similar to petrol prices on a forecourt station) and can be affected by global events or economic shocks.

To keep prices affordable and competitive for the customer across the life of network, operators use a controlled process agreed at the point of construction, for the management of tariffs. This takes a baseline tariff at the time of first occupation and provides for the tariff to be changed after agreed time periods in accordance with a prescribed formula, based on published indexes, or 12-month energy price forecasts.

Tariffs comprise of fixed charges (to cover the cost of operation, maintenance and life-cycle plant replacement) as well as variable charges (to cover the cost of energy/fuel consumed). Each component of the tariff uses different indexation mechanisms to determine what changes are justified at any one periodic review.

The biggest impact on tariffs this year has been the price of wholesale gas, which has risen significantly. This has affected prices on a whole range of energy systems, including heat networks, and domestic gas boilers, across the UK.

Heat networks operators can only procure their gas supply through commercial markets, unlike large residential energy suppliers who procure through the wholesale market, which is typically less expensive. As such heat networks are classified as commercial supplies, and therefore the OFGEM price cap does not apply.

The government is proposing legislation that would provide OFGEM powers to improve consumer protection for residential customers of heat networks, including powers to regulate tariffs. This is a decision that we support, and we are working closely with the government and industry bodies to bring this forward.

Importantly, our tariff is set for 12 months and reviewed annually in April.

This could be a problem with the District Heating system run by Equans, but it may not.  Try these things first:

• Check you have hot water.  If you do then the problem is inside your property.  If not then call Equans on 0800 999 3080.  If you do have hot water then...

• Increase the room thermostat so that it forces the heating to switch on.  Still not working?

• Is the thermostat switching on the heating system?  Is there a green light on the central unit in the utility cupboard for that item?  

• If you dont have a green light check that the thermostat is communicating with the hub - hub shows a green light for that room and the (digital) thermostat shows that the heating is on.

• If the termostat and hub are connecting then you likely need an engineer to check the heating system

See also the Heating FAQs.

Check the usage on your smart meter (its a white box called "Netthings").  You will have a screen in the same cupboard where you can read the data.

The best way to pay is to set up an account with us.  You can do this by registering using the customer portal link here. The most popular method to pay is to set up a monthly direct debit.

Your home is equipped with its own heat meter, just like any other utility meter. The meter is located inside your property and belongs to the landlord. East London Energy is responsible for operating and maintaining it. The meter is automatically read via our data network, so we don’t need to visit your property to read it. The only time we need to visit is to carry out periodic meter checks to ensure it continues to work correctly. If we need to access your property to check your meter, we will give you prior notice. You will be billed regularly for the heat supply.

When you move in and move out of the property, we will record the initial meter reading and final meter reading for your account. Please see your Residential Supply Agreement for further details about payments and billing.

Your heating and hot water usage is charged at a pence per kWh (kilowatt hour) rate. There is also a separate standing charge, just as you would expect on a normal electricity or gas bill.

These charges are linked to UK energy indices to ensure they remain competitive when compared with the alternative of heating your property using a conventional gas boiler.

Your heating and hot water usage is charged at a pence per kWh (kilowatt hour) rate. There is also a separate standing charge, just as you would expect on a normal electricity or gas bill.

These charges are linked to UK energy indices to ensure they remain competitive when compared with the alternative of heating your property using a conventional gas boiler.

Your meter is automatically read via a data network, so you don’t need to submit meter readings. However, you may contact our Customer Services department if you would like information on your meter readings.

You can adjust the temperature of your heating to suit your own requirements. If you need information on the temperature controls, please check your residential pack.

If we provide both heating and cooling, you will have two meters in your property.  One will be a HIU – a Heat Interface Unit and the other will be a CIU which is a Cooling Interface Unit.

Yes. However, if you switch off your heating and hot water system you will only pay the fixed standing charge part of your bill during this period. Please note that although your home is highly insulated, we would not recommend switching off your heating during the coldest winter months, to avoid the risk of frozen pipes.

We are aware these are challenging times for everyone, and we are committed to act fairly with our customers. If making payments into your account is becoming challenging, we are here to help – we can explain options (discussing your direct debits or repayment plans) to fit your circumstances.

The temperature in your home can be adjusted using wall-mounted controllers and thermostatic radiator valves. The operating instructions for these are contained in your tenant pack.

If you are having problems with your heating and hot water it could be due to a fault with:

the heating system inside your home;

the development heating system within your building; or

the District Heating scheme.

In the first instance you should call the East London Energy helpline on 0800 999 3080 .

Once we have been notified of a problem, we will try to identify and resolve any issues. If there is no fault with the scheme, but you still don’t have any heating or hot water, there may be a problem with the heating system inside your home. You, or your landlord, are responsible for maintaining the heating system in your home.

We constantly monitor the scheme to ensure it is working properly and that heat is being delivered across all locations.

An emergency for these purposes may include circumstances where injury to life and/or serious damage to property are threatened, such as a flood or electrical failure or shock risk. If any of these circumstances apply, call us immediately on 0800 999 3080.