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How can we help?

Practical advice

I am a leaseholder – how do I register my tenants as the main contacts on my account?

If you are a leaseholder renting out your property to a third party, you will be the primary account holder and your name will appear on all heating and hot water bills from Insite Energy. 

Our bills are based on information downloaded automatically from your smart meter, so you won’t need to supply us with a reading. If we ever need to estimate readings (marked with an ‘e’ on your bill), you can always supply a manual reading by contacting us directly.

You may prefer to nominate your tenants as authorised users on the account. This will allow us to manage any billing issues with them instead. If you would like to set up your tenants as authorised users, please contact us on residata@insite-energy.co.uk.

When an authorised user moves out, any outstanding balance will be transferred to the primary account holder. It is then your responsibility to recover any debt from authorised users as the leaseholder/landlord.

I’d like to change my energy supplier. I don’t want to be with Insite Energy

Insite is not your energy supplier. 

We are a metering, billing and payments company for residents who are connected to a heat network in their building. 

The energy supply for your building is arranged by your heat supplier, who is usually your building owner or landlord.

Why are you referring me to my heat supplier? Can’t you help?

Your heat supplier has appointed Insite Energy to monitor and charge you for the heating and hot water you use. In some cases, we will also monitor and bill for cold water, electricity and air conditioning.

Unfortunately, Insite Energy won’t be able to respond to queries about anything other than looking after your metering account. We will always try our best to help you, there may be occasions where you will need to contact your heat supplier.

If you are unsure about who supplies your heat, please consult your Insite Energy welcome brochure that you received when you moved in, or search for information tailored to your building by searching for your address here

What is typical consumption for a home like mine?

Your heating and hot water consumption will vary depending on a range of factors. 

The size of your home, the number of people who live there, how long you have the heating on, what temperature you set on heaters or thermostats… all of these will affect your energy usage, so there is no ‘typical’ household or consumption figure.

If you think you might be being charged for more energy than you are using, please let us know. We can perform detailed checks on your heat meter and heating system to make sure you’re only paying for what you use.

You can find a dedicated support number for your building by searching for your address here. You can also email us any time at customerservice@insite-energy.co.uk

Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water. 

Who are Insite Energy and who is my Heat Provider?

Your building owner or landlord is the ‘heat provider’ for your home. 

They maintain the heat network in your building and have instructed Insite Energy to bill you for the heating & hot water that you use.

Your landlord is responsible for supplying the energy to your home and choosing who provides your billing services.

Insite Energy is your building’s dedicated metering and billing service provider. 

That means we are responsible for:

  • Issuing monthly bills to credit billing customers 
  • Processing payments for credit billing and Pay-As-You-Go customers
  • Providing annual statements on request
  • Providing customer support about bills and payment issues
  • Processing changes of tenancies and issuing final bills 
  • Supplying welcome brochures to all new residents

Ultimately, we help your landlord or building owner to calculate the total cost of heating its homes, so that they can recover the cost of running their heat network - without making any profit.

How does a district heating system work?

A district heating system (also known as a heat network or communal heating system) provides heating and hot water to each home in a building from a single, central source - such as a large boiler in a basement plant room. 

Your landlord or building owner manages the energy supply to this plant room (such as gas). The heat generated from the plant room can then be supplied to multiple homes in the same building through a network of pipes – so there’s no need to have a boiler in each home.

Instead of having an individual boiler, each home is fitted with an HIU (Hydraulic Interface Unit). This HIU transfers the heat from the building’s pipe network into your home.

Heat networks are becoming increasingly popular, because it is more energy efficient to have one central source of heat than each home in a building having its own boiler or heater.

Heat networks can also be operated by renewable or low carbon technology, which helps landlords reduce the amount of carbon emitted in providing heating and hot water to homes.

UK Building Regulations also now call for buildings to be built to very high standards of energy efficiency. Heat networks are a great way of reducing the environmental impact of any new homes.

Learn more about where your heating and hot water comes from

How can I reduce my heating bills?

Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water.

My consumption is too high. What can I do?

If you’re concerned that you’re spending too much on heating and hot water for your home, Our How to reduce your energy bills page has handy hints to help you save money on your heating and hot water. 

Where is my Pay-As-You-Go meter?

Your heat meter and your Pay-As-You-Go (PAYG) meter will usually be found in the utility cupboard in your home. 

Unfortunately, Insite Energy does not choose the location of any meters in your home and our Customer Service team will not always know where to find it.

Please contact your building owner or landlord if you’re unable to find your meter. You will find their contact details and more useful information by searching for your development on our 'Your Home' section.

Why haven’t I received a reply to my enquiry?

We’re sorry if you haven’t had a response to your email. 

We always aim to reply to emails within 14 days. If your enquiry is urgent, please call your dedicated customer services team to get an immediate response.

You can find the dedicated support number for your building by searching for your address here.

I have additional needs – what assistance can you provide?

Your heat supplier has given us details of any residents in your building who may have additional needs – such as being hard of hearing or visually impaired.

If you need any additional support in order to communicate with us, please let us know and we will do our best to help.

You may wish to name another person (such as a carer, friend or relative) who we can contact about your account on your behalf. Please let us know if you would like us to arrange this by contacting us

Important

We will never share your account or payment details with anyone unless you tell us to.

Sometimes our engineers may need to visit your home, to carry out routine maintenance on your payment system or heat meter. Our engineers wear identification badges at all times, but for extra peace of mind we can tell them to use an agreed password whenever they visit. 

You can choose your own password and change it whenever you like by contacting our team.

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.