FAQs
- Installation of improved heat meters to measure accurate consumption (located in store cupboard).
- Installation of a Heat Interface Unit (HIU) (located in store cupboard).
- Installation of a Guru Hub (in-home display) to monitor usage, check balances, and make payments (located in store cupboard).
- Replacement of manifolds for improved underfloor heating (located in store cupboard).
- Installation of a thermostat for better heating control.
- Empty the hallway store cupboard to allow access for manifolds to be replaced and HIU and Guru Hub installation.
- Visit the Elk View Our Voice page for updates
- Contact your Independent Living Coordinator, Antony Henstock on 07929 651 355.
- Contact your TLO, Emily Houston: Emily.Houston@greatplaces.org.uk
- Email: Heatnetwork@greatplaces.org.uk
- Call: Great Places Customer Hub – 0300 123 1966
Who is involved in the works?
Fairheat and Broad Oak are our appointed contractors. Your Tenant Liaison Officer is Emily Houston.
How can I see an example of the new system?
The first flat to be upgraded will be Flat 43 which will be empty and used as a pilot. You’ll be able to visit and see the new setup once the work has been completed.
When will the work start?
The works in the plantroom began mid-November 2025. The project is expected to be completed by the end of March 2026.
When will you be working in my flat?
Broad Oak will be in touch to make arrangements for the works at a time that is convenient for the you. If they do have any dates to avoid or special needs, please let Broad Oak or Great Places know.
How long will work take in my flat
The upgrade work in your home will take up to 2 days.
You’ll still have hot water during the work, and your heating will be back on once everything is finished in your home. If you need an additional heater, please let us know.
If this schedule doesn’t work for you, please speak to Broad Oak or Emily Houston to agree alternative arrangements.
What are the working hours?
Broad Oak will be on site Monday to Friday, 8:30am – 4:00pm.
How should I prepare for the works?
In general, you will need to:
If you need any support with this, please inform Antony Henstock or Emily Houston as soon as possible.
What to expect from Broad Oak when in your home?
Each day Broad Oak will place down surface protection and remove it at the end of the day. Broad Oak will clean and leave the storage cupboard as close to how they found it as possible.
What if I need repairs during the works?
Please continue to report any issues to the Great Places Customer Hub as usual
What is my new tariff?
As a result of the optimisation works, we have also reviewed your tariff and will be changing from 1st April 2026. Your new tariff will be as follows:
Standing Charge (p/day) | Unit Rate (p/kWh) | |
April 2026- March 2027 | 52.97p | 4.85p |
The tariff is made up of two parts: Standing Charge (p/day) and Usage Charge (p/kWh).
It is important to know in some cases, adjustments may be needed to be made, and any changes will be communicated clearly and transparently.
We will provide at least 30 days notice before this change takes effect.
What happens to the Service Charges?
As a result of the improved efficiency, we are predicting to see Elk View’s annual communal gas cost to reduce by 38.5%.
Who is my billing provider?
mySycous will manage metering and billing on behalf of Great Places. Great Places will remain your heat network operator and will set the heating charges. You’ll receive a welcome pack and can set up your account on the day it goes live.
When will billing start?
Billing will begin once the works are complete. You’ll receive 30 days’ notice before the system goes live. All customers will receive a £10 welcome credit to get started. Customers will also have access to £15 friendly credit, also known as emergency.
How can I pay my bills?
You’ll be able to pay via:
• Direct debit
• Online card payment
• Telephone payment
• Mobile app
• Automated payment line
• PayPoint (in-store)
More details on how this will be shared nearer the go live date.
How often will I receive bills?
You’ll receive a monthly bill showing your usage and costs. You can also monitor your usage in real time using your in home display the Guru Hub.
What do I do about Switch 2?
You will need to pay any outstanding payments on your Switch 2 account in full or a payment plan will need to be agreed before yourselves and Switch 2 before the optimisation works are complete. If you have a direct debit in place, please contact Switch 2 to cancel this 30 days prior to moving to mySycous. You can contact Switch 2 on 0333 321 2010. Please note your balance with Switch 2 will not be moved onto your mySycous account.
Who can I go to for support and help?
Please do not hesitate to get in touch if you have any questions or need support.
Heat Supply Agreement
- Clear and transparent information about pricing
- A good understanding of the service standards we work to
- Stronger consumer protection
- Confidence that we’re meeting all required regulations
What is a Heat Supply Agreement?
A Heat Supply Agreement is a straightforward document that explains how we provide your heating and hot water, what you can expect to pay, and the level of service we promise to deliver.
Why should I sign it?
Signing the agreement helps to make sure you have:
Does this change how I receive my heating or hot water?
No, nothing will change about your supply. Your heating and hot water will continue as normal.
The agreement simply puts the terms of your service in writing.
What if I have any questions?
If you’d like to know more or have any concerns, please email us at Heatnetwork@greatplaces.org.uk and our team will be happy to help.