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?

Understanding unit charges & standing charges

What is the unit charge (p/kWh)?

The unit charge (shown either on your bill or your pay-as-you-go unit), is quoted as pence per kilowatt hour (p/kWh). A kilowatt hour (kWh) is the unit of measurement used to calculate the cost of the heat that has been supplied to your property via the communal heating network. Your heat meter measures how many kilowatt hours of heat you have used.

How is the unit charge (p/kWh) calculated?

The unit charge includes all of the bulk fuel costs that your heat supplier uses to generate heating and hot water in the communal plant room.

What is a daily standing charge?

The daily standing charge (shown either on your bill or your pay-as-you-go unit), is quoted as pence per day (p/day). This charge is a set, daily charge that is applicable across your development in order for your heat supplier to recover their costs for operating the heating and hot water network.

How is the daily standing charge calculated?

The daily standing charge (shown either on your bill or your pay-as-you-go unit), includes the costs that your heat supplier has to pay in order to get the heat to your home – whether you use it or not. Therefore, the charge includes all of the fixed costs associated with providing the heating and hot water to the whole development. These costs typically include the standing charges that the heat supplier has to pay their utility provider (e.g. a gas company) for the gas supply, plus the costs incurred by pumping the hot water around the heat network and any administration costs.

When looking at the charges applied to you via a tariff and standing charge, it is useful to consider that even if no one at your development used any heating or hot water, your heat supplier would still have the same fixed costs from their bulk energy supplier. Therefore, your heat supplier has to recover the costs of getting heating and hot water to each home via a set daily standing charge.

Why are my tariff and standing charge different from those advertised by energy suppliers?

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

You should also note that in a development with a heat network, the amount of heat needed to heat your home is much less than in a traditional house due to the modern way in which the development has been built. For example, the walls, floor and roof have much thicker and effective insulation. Therefore, your heat costs should be 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 heat supplier to apply a specific tariff and standing charge in order for them to recover their costs of running the heat network. Insite is therefore not able to change your tariff in the same way as an energy provider can suggest different tariffs. Please note that your heat supplier does not make any profit via your tariff nor your standing charge.

Who is my energy supplier?

Insite is not an energy supplier. We are a metering and billing agent that operates on behalf of your heat supplier. Heat suppliers receive their bulk energy supplies from a range of suppliers. This detail should be included in your welcome brochure.

Can I change to a different supplier?

Your heat supplier negotiates the bulk energy supply for your heat network from a number of providers. This is not chosen by Insite. Your heat supplier provides you with heating and hot water by converting the bulk energy supply into heat. Please note that Insite is not involved in the process of choosing energy suppliers.