yhn’s improvement programme. investing in our city’s future. · district and group heating - a...

District and group heating -a guide for tenants

YHN’s Improvement Programme. Investing in our city’s future.

BD13_2552 District Group Heating leaflet - tenants JAN 14.indd 1 26/02/2014 15:14

1 Background to district and group heating 2

2 How do I control my system? 3

3 Your heating charge 5

4 Meter readings 6

5 Types of meters 7

6 Frequently asked questions 8

7 Electricity in your home 9

8 Useful energy saving tips 10

9 Useful telephone numbers 11

Contents page

1 Background to district and group heating

District heating, also called communal or group heating, consists of a central boiler system which supplies the heating and hot water requirements for a block or group of properties.

Your Homes Newcastle manages almost 4,000 properties that are supplied by district and group heating.

District heating has many social, economic and environmental benefits. It makes communities more sustainable, reduces energy usage and cuts pollution and carbon emissions that are causing climate change. It can be used to protect tenants from fuel poverty (where a household spends more than 10% of its income on fuel) because there is a shared boiler which can be cheaper to run than an individual boiler.

2


2 How do I control my system?District heating systems generally use conventional radiators and so they should be used in the same way as individual central heating systems.

It is important to try and use these controls to avoid wasting heat that isn’t needed.

Each scheme will have different controls which could be one, some, or all of the following:

• room thermostat

• programmer

• thermostatic radiator valves

• hot water valve

• combined room programmer and thermostat

Room thermostat

This is normally found in either the living room or hallway and is used to control the overall temperature of your home. It senses when the house is warm enough and turns the boiler off automatically. Set your heating at a comfortable level, usually between 18˚C and 21˚C (65˚F to 70˚F), and leave it at that setting. If you find that over time it is too hot, turn the thermostat down by a degree at a time until you achieve a comfortable temperature. If you find it too cool then do the reverse.

3


The room thermostat automatically switches your heating off once it reaches the set temperature and back on again if it drops below the temperature. Don’t be tempted to turn the room thermostat up to try and heat the room faster as this won’t work. Remember, you should turn the thermostat down rather than open your windows if you are too hot.

Programmer

If you have a programmer or central heating timer it can be used to control when the heating and hot water comes on and goes off. Normally you can set it to have two on periods and two off periods each day. Your heating system should only take half an hour to heat the house to a comfortable level, so you can set the programmer to come on half an hour before you get up in the morning, and to go off half an hour before bed. The remaining heat will keep your house warm long after you have gone to bed.

Thermostatic radiator valves (TRVs)

These are fitted on each radiator and have a range of temperature settings. Usually 1 is the lowest/coolest and 5 is the highest/warmest. They work by reducing the flow of hot water into the radiator as shown by the setting on the thermostat. They can be used to provide

4


lower temperatures for rooms that you don’t use as often, like spare bedrooms.

Hot water valve

Where the pipework leading to the hot water cylinder (located in the airing cupboard) is fitted with a control valve it will normally be numbered 1 - 7 and controls how much hot water is delivered to your home for your heating and hot water. The hot water valve should normally be set between 1 and 3. The lower you can set the hot water valve and still get enough heating and hot water, the less it will cost you. If you need more hot water quickly you will have to set the hot water valve at a higher setting for a short time, say half an hour, and then reset it to its original setting.

The actual controls fitted will vary from property to property and be from a range of manufacturers but the basic operation will remain the same. If you have any queries on the controls please contact the Investment Delivery Team. See page 8 for details.

3 Your heating chargeYHN and Newcastle City Council purchase the fuel for district and group heating in bulk, with the other councils in the North East. For this reason we are able to get a very competitive price and this means that any savings are passed on to you.

The cost of the energy you use has been decided by YHN Board, based on the price of fuel. YHN will continue to buy in bulk, as we do now, to ensure we get the best possible price for our tenants and leaseholders.

5


The charge that you pay is split into two parts:

• An infrastructure charge. This covers the administration of the system and is eligible for Housing Benefit.

• An energy charge. This is an estimated charge based on how much energy we think you will use.

These charges are added to your rent account. The energy charge will be reassessed annually, based on the previous year’s energy consumption.

Heating statements

You will receive a statement every three months which shows the amount you have been charged (on your rent account) and the cost of the energy that you have used. Your statement will also show the difference between these amounts. This difference will be used alongside your annual energy use, to determine the following year’s energy charge.

If you have any questions relating to your heating charge you can contact the Income section on 0191 278 7749.

4 Meter readingsYour meter(s) will be read at the start of your tenancy and then on a monthly basis. This is done remotely, which means that YHN will not need to access your home. The meter readings will be monitored and will be used to decide the following year’s charge. Your meter(s) will also be read when you end your tenancy to see if you have been under/overcharged.

6


5 Types of metersThe type of meter fitted in your property will depend on the layout of your current heating system. Please see below for an explanation of the different types of meters used.

• Main meter

This meter is fitted to the main heating pipe and displays the total amount of kilowatts used to date.

• Wavelook remote meter reader

This meter is fitted in your property when the main meter is not accessible. It works by sending radio signals to the main meter and then calculates your daily, monthly and annual usage using a combination of periodic and manual meter readings.

To get an up-to-date meter reading:

• press the ‘input’ button

• hold the ‘OK’ button for over two seconds and this will show your meter reading.

To view your usage data:

• press the ‘input’ button

• scroll through the different usage periods using the ‘>>’ button and the reading will be displayed.

7


• Hot water meter (Sheltered properties only)

This meter is fitted to the main heating pipe and displays the total amount of kilowatts used to date.

If you would like any advice on how to read your meter(s), please contact the Investment Delivery team on 0191 278 3842 or [email protected].

6 Frequently asked questionsHow reliable is the system?Overall, communal heating systems are very reliable. They are continuously monitored by a dedicated team who maintain the plant and equipment supplying hot water and heating to your home.

If you have any problems with the system please contact the Repairs Centre by telephoning 0191 278 7878.

How will I pay?You can pay monthly (in advance) or weekly by Direct Debit, standing order, with a swipe card at a Post Office or PayPoint outlet, by credit/debit card, or by cash at any of the Customer Service Centres:

NCC Customer Service Centres

Opening hours: Monday – Friday 8.30am – 4.30pm

• Civic Centre Sandyford Road, NE1 8PU

• Outer West C.S.C. Denton Park Shopping Centre, NE5 2QZ

• East End C.S.C. Shields Road, NE6 1DN

• Kenton C.S.C. Hillsview Avenue, NE3 3QJ

• West End C.S.C. Condercum Road, NE4 9JH

8


I have a meter installed. Why am I still subject to a fixed energy charge?

Utility companies adopt a similar approach. The fixed energy charge works in the same way as a fixed instalment payment plan. For example, a utility company Direct Debit would remain fixed throughout the year and only changed for the following year once the annual usage had been assessed. It is simply not practical to only charge tenants for the heat/hot water they use on a monthly basis. Any difference between the charge and the actual heat/hot water usage will be factored into the following year’s charge.

What happens if I move house?

A final meter reading will be taken on the day of your move and you will be sent a final statement. If there is a difference between the amount you have been charged and the cost of the energy that you have used, this will be applied to your rent account. If this results in a debit balance, you must pay this. If, however, it results in a credit balance, this will be refunded to you.

7 Electricity in your homeThis is your own responsibility and you will need to make payments to your choice of supplier. If you need information and help, you can contact The Energy Savings Trust on 0300 123 1234, or at www.energysavingtrust.org.uk, and Citizens Advice at www.adviceguide.org.uk/england.htm (type ‘energy advice’ into the search bar). Citizens Advice can be contacted on 08454 04 05 06 (9am – 5pm Monday to Friday excluding bank holidays).

9


8 Useful energy saving tips

• Always turn off the lights when you leave a room.

• Fit low energy light bulbs in rooms where lighting is needed for a lot of the time. They cost more to buy but use about one quarter of the energy and last on average eight times longer. You can save up to £10 a year for each low energy light bulb you fit.

• During the day let in as much natural light as possible by adjusting curtains or blinds.

• Always wash a full load of clothes and use a low temperature programme.

• Dry clothes outside or on drying racks; ensure clothes have gone through the spin cycle of the washing machine if you have to use the tumble dryer.

• Choose the right size of pan, which should just cover the cooking ring, and keep lids on when cooking.

• Only put the amount of water you need to boil in the kettle.

• Do not leave fridge or freezer doors open for longer than necessary.

• Let hot food cool down before putting it in the fridge.

• Fridges and freezers should be kept at least three quarters full to work efficiently. Make sure that your fridge/freezer is kept well ventilated, away from sources of heat and that the door seals are working properly.

• Defrost your freezer regularly to keep it running efficiently.

• Do not leave electrical appliances on standby. Turning your TV off to save energy can save up to £8 a year.

10


Insulation

Heat rises and 25% of a home’s heat is lost through its roof. Another 35% is lost through its walls. Installing loft and cavity wall insulation will keep your home warmer for longer. If you would like to find out if your home has had insulation fitted, or you would like to request insulation, please call Investment Delivery on 0191 278 3842 or email [email protected].

9 Useful telephone numbers

Payment advice and queries

If you are experiencing difficulty in paying your heating charges, please contact your Community Housing Office as soon as possible.

If you live in Sheltered accommodation, please contact the Sheltered Team on 0191 278 8585 as soon as possible.

Complaints or queries

If you have any queries or complaints about the heating system, please contact the Investment Delivery team on 0191 278 3842 or email [email protected].

Repairs

For repairs to the heating system please contact the Repairs Centre on 0191 278 7878.

Heating charge queries

Please contact our Income section on 0191 278 7749.

11


Your Homes Newcastle Limited. Registered in England and Wales. Registration number 5076256.Registered offi ce: Newcastle Civic Centre, Barras Bridge,Newcastle upon Tyne, NE1 8PR.A company controlled by Newcastle City Council. www.yhn.org.uk


yhn’s improvement programme. investing in our city’s future. · district and group heating - a...

Documents