Frequently asked questions

How much do I pay for my heating? Understanding unit charges & standing charges I’d like to change supplier. I don’t want to be with Insite Energy I can’t afford to pay my bill in full. Can I pay in instalments? My bill is too high. Can you investigate and send me a revised bill? What VAT do I pay? I haven’t received a bill yet, what should I do? Can I set up a Direct Debit on my smart meter? My washing machine has broken. Can you help with maintenance? What do I do if I have a problem with my heating and hot water? Why are you referring me to my heat supplier? Can’t you help? I’m unhappy with my tariff and standing charge, what can I do? Where is my pay-as-you-go meter? I have lost my pay-as-you-go card. What do I do? How to reduce your heating and hot water bills How often will I receive a bill?

I have a Guru Hub

Residents with additional needs Queries, feedback & complaints Your ‘Flexi Pay’ Guru Hub Setting up your payment account Topping up your smart meter My heating and hot water aren’t working Your heating and hot water supplier Moving in? Moving out?

I have an Evinox Smart Meter

Residents with additional needs Queries, feedback & complaints Your heating and hot water supplier Your Evinox ‘Flexi Pay’ smart meter Topping up your pre-payment unit My heating and hot water aren’t working Moving in? Moving out?

I have a different Pay-As-You-Go meter

Using your Gen1 meter Your heating and hot water supplier Your Pay-as-you-go (PAYG) smart card Troubleshooting your Gen1 Meter Moving in? Moving out? My bill is too high. Can you investigate and send me a revised bill? Where is my pay-as-you-go meter?

I receive a bill in the post

Moving in? Moving out? Ways to pay your bill Understanding your bill Residents with additional needs Queries, feedback & complaints Understanding monthly bills About your bill Your heating and hot water supplier Estimated bills I can’t afford to pay my bill in full. Can I pay in instalments? How often will I receive a bill?

How much do I pay for my heating?

Your heating and hot water supplier has appointed Insite to meter and bill for your usage where Heat Network is installed to provide heat and hot water to residents.

The amount you pay for your heating and hot water will depend on the amount you consume which is then calculated by the heat tariff and daily standing charge. Heat tariffs and the daily standing charge reflect the cost of producing heat. You can find out more about how the heat tariffs and daily standing charge are calculated by reading Understanding unit charges & standing charges.

What VAT do I pay?

VAT at 5% is added to your bill or to your smart meter charges.

Residents with advance payment units

Please note that your advance payment unit is a means for budgeting. The actual heat you use is measured by the heat meter. We will send you a statement once a year to reconcile the heat you have used with the payments you have made.

Why is my tariff and standing charge different from those advertised by the main energy suppliers?

Energy suppliers’ tariffs are charges for the direct provision of gas whereas your landlord is providing you with heating and hot water. Your landlord pays a bulk bill for energy (eg: gas), from an energy supplier which they then turn into heating and hot water in your communal plant room.

The heating and hot water delivered to your apartment has already been through the landlord’s gas boiler and some heat is lost between the plant room and your apartment.

You should also note that in an apartment block with a heat network system, the amount of heat that you need to heat your home is much less than in a traditional house due to the modern way the development has been built. For example, the walls, floor and roof have much thicker and effective insulation. Therefore, your heating bills should be much lower than if you lived in an older building with its own gas boiler. However, this is of course subject to individual heat usage.

Can I change to a different tariff?

Insite have been instructed by your landlord to apply a specific tariff and standing charge in order for them to recover their energy costs. Insite is therefore not able to change your tariff in the same way as an energy supplier can suggest different tariffs. Please note that our clients do not make any profit via your tariff nor your standing charge.