This site uses cookies. By continuing to use this website, you agree to their use. To find out more, including how to control cookies, see here: Cookie Notice

Continue to site

How can we help?

Emergency Issues

What do I do if I have a problem with my heating and hot water?

If you are a credit billing customer and normally receive a paper bill from us, please contact your heat provider first.

If you have a smart Pay-As-You-Go meter in your home, please conduct the following checks:

  1. Are both your heating and hot water affected? If only one is affected, please contact your heat provider.
  2. If both heating and hot water are affected, please check that you have credit on your account. If you have credit already, please contact your heat provider. If you don’t, please top up.

Please visit our 'Your Home' section and search for your development to find emergency contact details for your building.

If you are having problems contacting your heat provider, please get in touch with Insite Energy via our Contact Us page.

How do I report a problem?

If there’s a problem with the heating & hot water supply to your home, you will need to contact the heat supplier for your building.

Your heat supplier is your building owner or landlord - they operate the heat network that provides heating & hot water to your home.

If your heat provider thinks something may be wrong with your smart meter, you can book a visit from one of our engineers via our Contact Us page.

I can't find my building’s telephone number, my postcode isn’t valid on the website.

The telephone number for your landlord or building owner will appear on any letters or emails they have sent to you.

Your emergency contact details are also included in the welcome brochure that you received from us when you moved in.

Your landlord should provide a customer services telephone number on their website, if you are able to search for them online.

Insite Energy, 69 Old Street, London EC1V 9HX

Insite Energy is registered by the FCA for anti-money laundering, not regulated.
Only banks, building societies, financial services and insurance/re-insurance companies are regulated.