Metering and billingContact usCustomer handbook A heat network (sometimes called district heating) is a shared heating system for all the homes connected to it. One central plant efficiently heats water and delivers it to multiple homes, instead of everyone having their own boiler or heater. Each home has a Heat Interface Unit (HIU) that transfers the heat from the network into your homes heating and hot water system, so you get the same heat and hot water delivered to your taps and radiators, but behind the scenes you’re sharing a smart, efficient energy source with your neighbours. Heat networks have been used for decades across Scandinavia and mainland Europe , they’re now helping UK communities enjoy modern, low-carbon heating. Our heat networks will be registered with the Heat Trust, an independent, non profit organisation that gives support and advice to heat network customers in Great Britain. Benefits for you No individual boiler hassle You won’t need a gas boiler or individual heat pump in your home, that means no annual boiler servicing, no worries about arranging repairs, and no replacement costs. We look after the energy centre and the HIU in your home. If the HIU or heat meter in your home ever needs repair, just let us know and we’ll fix or replace it as part of being connected to our heat network. Reliable and 24/7 monitored Our networks are built with backup systems and monitored around the clock to ensure you have heat when you need it. If there’s ever an issue on the network, our team will likely be on it immediately. Energy efficient By generating heat for many homes at once, a heat network can operate more efficiently than individual in home heating systems. Pumps circulate hot water to each property with minimal heat loss, so you get efficient warmth without waste. Greener heating Our heat networks are designed to use low-carbon energy sources and eliminate the need for gas boilers in each home. There are no fossil fuels burned inside your home, making it safer and more eco-friendly. By being connected to our heat network you’re helping reduce overall carbon emissions in your community and supporting a greener more sustainable future. Register for Your Account Register here We’ve partnered with Sycous to manage your bills and payment, managing your heat network account online is quick and easy. With mySycous you’ll be able to: View your usage and bills: See how much heat you’ve used each month, review past bills, and download statements. Make payments or top up: Pay your bills or top up your account balance securely through the portal and set up your direct debit. Manage your details: Update your contact information, and set communication preferences. How to register: Look out for your welcome letter or latest bill, which contains your unique account number and details you’ll need to sign up. Then visit mySycous.com and click “Login or register your account” . Follow the steps to create an account you’ll just need to enter some details like your name, address, and account number to verify your identity. Once registered, you can also download the mySycous app on your smartphone. If you need assistance with registration or accessing your online account, you can contact Sycous at hello@mysycous.com or by calling 0333 880 3115. They’ll be happy to help you get set up or answer any questions about using the portal. Billing and payments Billing and payments Your heat bill is straightforward and similar to other utilities (like electricity or mains gas) with two parts: Standing charge: a fixed daily charge that covers the shared costs of operating and maintaining the heat network. It’s payable even if you don’t use any heat on a given day. Usage charge (Consumption): a variable charge based on the heat you actually use. This is just like the unit charge on an electricity bill. Your home’s heat meter records exactly how much heat you consume and sends this information automatically to the Sycous billing system. Log in to your billing account here. Report a Problem We know how important heating and hot water are to your home, so if you ever experience a problem, we’re here to help 24/7. Here’s how to get in touch: An urgent safety concern: If your heating or hot water suddenly stops, or you spot something dangerous (like a leak or damage to heat network equipment), call us immediately on 0333 666 0300. Non-emergency issue or question: For any other problems or enquiries – for example, if your heating is working but you have concerns about it, or you need to report an issue that isn’t urgent, email us at heat@energyassets.co.uk. Billing or account questions: If you have a question about your bill, meter readings, or payments, you can reach out directly to our billing partner Sycous. They handle metering and billing queries on our behalf. You can call them on 0333 880 3115 or email hello@mysycous.com for assistance. Priority services register Do you have someone in your household who might need a little extra support in case of a heating outage or who has specific needs? The Priority Services Register (PSR) is a free service for customers who are vulnerable or have special requirements. Who can register? You (or a family member in your home) might qualify for the PSR if you fall into any of these categories : Pensionable age (elderly customers) Disabled or have mobility issues Have a long-term illness or chronic medical condition Have a visual or hearing impairment (blind, partially sighted, deaf, or hard of hearing) Have young children under the age of 5in the home Register here. Customer handbook Our heat network customer handbook is aligned with the guidelines of Heat Trust and industry best practices. Download here
