Customer Update 12 August 2025

Further information about your Heating System Upgrade at Hutton Lodge

We’ve received a few more questions about the planned heating upgrade at Hutton Lodge, so we’ve put together some extra information below to help keep you fully informed and supported.

What’s Changing?

We’re upgrading your heating system to make it more reliable and easier to control. You’ll only pay for the heat and hot water you use, which should help reduce waste and overheating.

What You Need to Know:

Customer Support During the Works

• Packing Support and Storage: The contractor will give you four boxes and a large bag to help pack small items. They’ll also help move large furniture before work starts. If you need additional help, contact Emily or Sharon (your Tenant Liaison Officer, (TLO)).
• Decorating: We don’t expect any decorating will be needed. If small touch-ups are required we’ll look at requests on a case-by-case basis. All upgraded radiators will be the same size and stay in the same location.
• Cupboard Shelves: If you have shelves where the new Heat Interface Unit (HIU) will go, some may need to be removed, but we’ll keep as many as possible.

Costs and Charges

• Service Charges: Your current charge won’t change until the work finishes (expected by end of November 2025). You’ll get one month’s notice before switching to individual billing for heating and hot water, similar to how electricity is billed. We’re reviewing the tariff and will share details as soon as they’re available. Great Places will still be your heat network operator and should you need any support with your bills we will be here to support.
• Meter Charges: There’s no cost for the meter.

Work Schedule and Duration

• Time on site: The upgrade on site will begin Tuesday 12th August 2025 and is expected to be completed by mid November 2025.
• Time in Your Home:The upgrade work in your home will take around four and a half days. Here’s what will happen each day:
  • Day 1: We’ll remove your old radiators and install new ones.
  • Day 2: We’ll fit new pipes and the heating unit (called a HIU).
  • Day 3: We’ll install the electrical parts and controls.
  • Day 4: We’ll test the system and switch over your hot water.
  • Half Day: We’ll finish up by sealing any gaps and making things tidy.

You’ll still have hot water during the work, and your heating will be back on once everything is finished in your home.

• Heating During Works: We’re looking at ways to keep heating on during the work. The current system will still circulate hot water in the building until the upgrade is complete. During the upgrade if you need temporary heating please contact the TLO or let the contractor know.
• Pilot Flat: The first flat to be upgraded will be empty and used as a test. You’ll be able to visit and see the new setup once the work has been completed.
• Scheduling: The contractor will confirm dates after the pilot is complete. If you have dates to avoid or special needs, let us know and we’ll try to accommodate.

Other Updates

The first phase focuses on preparing the plant room. Home installations will follow.

A skip will be provided for customers who wish to dispose of any unwanted items when the work is being carried out. We will confirm when this will be available shortly.

If you prefer updates by post, email or text, let us know.

The recent survey we invited you to complete has now closed. This was aimed at giving us an understanding of what is important to you regarding metering and billing and your heating system, and we will ensure we respond to this.

Please refer to the last FAQ sent in July 2025 for previous queries.

If you have any additional comments or questions please contact your TLO Emily Houston on 07547351898 or Sharon Rawson on 07583668213 or email Heat Network Team on HeatNetwork@greatplaces.org.uk