What to do if your heating and hot water aren't working

Check that you have credit

Please check that you have enough credit remaining and that you currently have a positive balance (remember that if you’ve used any emergency credit, it will automatically be taken from your next top-up payment).

If your emergency credit reaches zero (displaying -£0.00 on your Smart Meter), the smart supply valve on your heating and hot water system will close and your supply will be interrupted. You will need to make a top-up payment and be in positive credit before heating & hot water is restored to your home.

Please be aware that your daily standing change will still be deducted from your balance, even if your heating & hot water supply has been temporarily disconnected.

• If you have recently topped up using PayPoint, please check that the payment was taken correctly by looking again at your receipt.
• If you have topped up online, please check that you have received a confirmation email and that the information in it is correct.
• If you have topped up by SMS, please check that you have received a confirmation text message and that the information is all correct.
• If you think a payment hasn’t been registered, please check your Guru or SECURE Smart Meter to see if the credit has been applied. If it hasn’t, please press the 'Top-Up' button and enter the 19-digit for SECURE or 20-digit number for Guru, which you can find on your PayPoint receipt, email or text confirmation.

Emergency credit

If you are not able to top-up immediately, but you still have emergency credit available, you can activate this by pressing the 'Activate Emergency Credit' button on your Guru Hub

If you have credit or emergency credit and your heating and hot water are still not working

• Check that your heating controls are set properly so that they are allowing heat into the apartment.
• Check that the Guru or SECURE Smart Meter is on and working.
• Check that you have enough credit and that the Guru or SECURE Smart Meter is not displaying a negative (-£0.00) balance.

If you have done the above and your heating and hot water are still not working, please call us. The dedicated customer service team number for your building can be found on the 'My development' section. We are on hand Monday–Friday from 9am to 8.30pm, and 9am to 5.30pm on Saturdays.

If we notice something wrong with your Guru or SECURE Smart Meter, one of our engineers may need to visit your home. Our customer service team will be able to schedule a visit with you. You can choose between morning or afternoon appointments for maintenance visits – please let us know what works best for you.

Our engineers always wear identification badges, but for extra peace of mind we can tell them to use an agreed password whenever they visit you. You can choose your own password and change it whenever you like by sending our team a message.