Customer Update 15 September 2025

Our response to the petition received from Hutton Lodge Customers

An important update from our Heat Network Team in response to the petition received from Hutton Lodge customers on 7 September.

We would like to thank customers taking the time to inform us of your dissatisfaction and allowing us an opportunity to try and resolve your issues.

At Great Places we pride ourselves on delivering excellent services and we apologise that you feel we haven’t met these high standards on this occasion.

Thank you for taking the time to share your concerns regarding the heat network optimisation works at Hutton Lodge. We truly value your feedback and remain committed to ensuring that all residents feel informed, supported, and respected throughout this process.

Please find below our response to each of the points you raised in your petition:

1. Technical Details of the Heating System

Comprehensive information about the new heating system, including Heat Interface Units (HIUs), metering, and system improvements, has been made available via our FAQs and the Our Voice page. The link to the Our Voice page can be found here:

https://ourvoice.greatplaces.org.uk/hutton-lodge-heat-network

Additionally we listed the items that are being replaced and fitted via FAQs that were posted, emailed, and also loaded to this page here:

FAQs | Hutton Lodge Heat Network | Engage Great Places

We understand from your correspondence you may require more detailed information. Please see below.

A new heating controller will be installed to allow the residents to enable and disable the heating. This will be a Honeywell ST9100C wired heating programmer.

• New thermostatic valves will be installed on each radiator which allows the residents to control the temperature to their desired level or completely shut off the heating to that room.
• New radiators (Stelrad Elite) are being installed in residents’ flats. Radiators have been designed to remain in the exact location they are currently installed.
• The existing piping arrangement in dwellings does not permit accurate balancing (single pipe serving each radiator), so this is being replaced with two pipes serving each radiator to permit balancing.
• Heat interface units (HIU), “SAV VMTD-3 Mini” type will be installed in dwellings to serve hot water and space heating within the residents’ flats.

All customers were given the opportunity to take away a user guide for the in home display Guru Meter on 8 July and additional copies offered at the engagement event on 14 July.

We also uploaded other relevant user guides to the Our Voice page. We will commence work in Flat 25 (a void property) as a pilot. This will allow residents to visit, view the installed equipment, and ask any questions before the upgrades in your homes.

Once your home has been upgraded, the contractor will walk you through how to use the new equipment and leave behind helpful information for future reference.

1. Heating Disruption During Autumn/Winter

Heating will be temporarily unavailable for approximately 12 weeks. We will provide one weeks’ notice before the heating is turned off, and it will be restored as soon as works in your property are completed.

Two oil-filled radiators will be provided for each property free of charge. The radiators have been sized to ensure they provide enough heat for your specific size of property.

Should the use of temporary heaters result in increased energy costs, we are happy to assist if you send us a copy of your utility bill.

Hot water will remain available throughout the works period and will continue to circulate through the system, offering background heat. Many residents currently find this to be sufficient to heat their homes, even during colder months.

1. Cost Implications – Short and Long Term

Following the completion of the works, we will notify all residents of the date when heating charges will be removed from your service charge. You will then transition to individual metering and billing, paying only for the energy you use.

We will provide at least 30 days’ notice before this change takes effect.

Estimated costs:

• Current annual cost via service charge: £691.60
• Estimated post-upgrade cost (based on 3,000 kWh/year): £376.77
• New tariff: Usage charge: 5.85p/kWh, Daily standing charge: 55.12p/day

Completing the upgrade in all properties is essential to ensure system efficiency and cost-effectiveness.

Here is the link to the communication that has been sent out previously here:

FAQs | Hutton Lodge Heat Network | Engage Great Places

Understanding Heat Network Charges

It’s important to know that heat network charges are not-for-profit, they’re set purely to cover the cost of running the system. This is based on a verified case study and reflects best practice in heat network management.

The tariff is made up of two parts:

1. Standing Charge (p/day)
   This covers the fixed costs of keeping the heat network running, including metering and billing fees, the gas standing charge, and heat loss from pipework (from the plant room to individual homes). These costs are shared equally among all residents, as they don’t depend on how much heat each home uses.

Improvements made through these upgrade works will reduce heat loss, meaning everyone benefits from a reduced cost per kilowatt hour.

1. Usage Charge (£/kWh)
   This reflects the cost of the fuel used to generate heat and the efficiency of the system. It’s charged per unit of heat used, so homes that use less heat will pay less.

It is important to know in some cases, adjustments may be needed to be made, and any changes will be communicated clearly and transparently.

1. Impact on Living Conditions

We have reduced the time required in each home from 6 days to 4.5 days.

Boxes and an IKEA bag will be provided for any items that might need to be stored and moved temporarily to allow the works to be completed. We will also provide assistance to move any large furniture on the day that works commence in your home.

We are working closely with contractors to minimise disruption, and our Tenancy Coaches and Customer Liaison Officers are available to support customers who may need additional assistance.

Supporting Customer Throughout the Process

We’ve offered support to all customers throughout this project. In our communication, we’ve encouraged customers to let us know if they need any additional help. We’ve also worked closely with our Inclusive Services Team, as well as Neighbourhood and Tenancy Coaches, to reach out directly to residents. To date, we’ve spoken to all customers, and tailored plans are in place for those who require extra support.

All communications have been shared via email, letter, and uploaded to the Our Voice page. Where tailored communication was needed, this has been arranged individually.

We began engaging with customers in January 2025 through our contractor, Sure, to explain that we were looking to upgrade the system following recent outages. Once funding was secured, we were able to formally communicate this in April 2025, and the process began.

Since then, we’ve engaged extensively with customers, hosting two engagement events, published FAQs, updated the Our Voice page, and carried out individual conversations with customers to understand their needs and preferences.

5. Environmental and Energy Efficiency

The new heating system has been designed to significantly improve energy efficiency. Key upgrades include the installation of Heat Interface Units (HIUs), insulated pipework, and new radiators with increased surface area. These enhancements will allow the system to operate at lower temperatures, improve heat generation efficiency, and reduce heat loss.

As a result of these measures, it’s estimated that:

• Annual gas usage will be reduced by approximately 66%
• Heat loss from pipework will decrease by around 90%, helping to reduce overheating in corridors

These estimates are based on a pre-installation assessment carried out by qualified engineers from Fairheat, a leading consultancy in the heat network sector as part of a Department for Energy Security and Net Zero (DESNZ) funded optimisation study.

6. Legal Basis for the Works

These essential works are being carried out with your best interests at the heart of our decision-making. Our aim is to:

• Improve the reliability of your heating and hot water
• Increase energy efficiency
• Give customers’ more control over energy usage
• Help deliver cost savings over time

These upgrades are also in line with your tenancy agreement, which includes allowing access for necessary improvement works to be completed.

We appreciate your cooperation and are committed to keeping you informed and supported throughout the process.

7. Concerns About Communication Tone

We apologise if any previous communications were perceived as aggressive. This was never our intention, and we are committed to maintaining respectful and constructive dialogue.

Whilst these works are deemed as essential, the purpose of our engagement process is to ensure that customers are fully informed as to what the works involve, why they’re necessary, and to offer support wherever it’s needed.

We really appreciate your engagement and feedback from all customers has helped us to tailor our approach to better meet individual needs.

8. Clarity on Costs

We understand the importance of transparency regarding tariffs. While rates are not typically confirmed post-installation, we have shared indicative costs based on current analysis to support informed decision-making. This shows a yearly savings for customers and moves away from the blanket costs per week and allowing customers to budget and pay only for what they use. This will give customers greater control over the costs.

9. Disruption to Daily Life

We are working with each resident through our contractor, Customer Liaison Officer, and Tenancy Coaches to minimise disruption. We have worked with our contractor to reduce the time required in each property, and we will continue to monitor and adjust our approach as needed.

If you require additional support during this time, please do not hesitate to contact us.

10. Box and Bag Sizes

The Our Voice page was updated last week to include box and bag dimensions and to date we have received one request. We are not aware of any outstanding requests for storage but specific information was posted and emailed to customers, as well as being added to the Our Voice page, which can be found here:

Hutton Lodge Heat Network | Engage Great Places

11. Potential Damage to Flats

We do not anticipate any damage to your home. If damage does occur this will be addressed individually. This was communicated on the engagement days and via letter, email and Our Voice page here:

Hutton Lodge Heat Network | Engage Great Places

Please note that all flats will have or have had a pre-entry survey where the property details are documented, including photos of the interior areas where we will be working. If you are at all concerned any items of sentiment or value, please take steps to protect these.

The new pipework will be neatly and professionally installed, however please note it will not be painted.

12. Confidence in Long-Term Benefits

We understand that customers may have questions about the long-term benefits of the new system. It’s important to know that the process for assessing, designing, and delivering these types of projects is well established and backed by government support.

The Department for Energy Security and Net Zero (DESNZ) created the Heat Network Efficiency Scheme (HNES) to fund both optimisation studies and capital works. As part of this scheme, the proposed improvements have already undergone a thorough assessment — first during the optimisation study, and again through the works application process.

This means the system has been carefully evaluated to ensure it delivers meaningful and lasting benefits.

Your Rights as Tenants

• A safe, warm, and habitable home.
• Proper notice and engagement before major works.
• Legal recourse through local councils or tribunals.
• Compensation or alternative arrangements if living conditions are severely disrupted.

Response to Customer Requests

Great Places prioritised this scheme for a heat network upgrade following customer feedback regarding regular performance issues with the existing heating and hot water system, the feedback in regards to overheating at the scheme, and the high heat losses leading to an inefficient system.

We also want to prepare this heat network for up-and-coming regulations. In January 2025 the gas team and the contractor Sureserve advised that we look to upgrade Hutton Lodge heating system. Below is a breakdown of communication sent, all of which can be found on the Our Voice page should you wish to refer to this.

We originally planned to commence work in August however, we have delayed this date to ensure we have captured any additional support required by some customers. Despite the delay, please be assured that we are still working in the background to mobilising by procuring equipment and completing additional surveys. We can confirm that we will now start work on 22 September. This will allow us to carry out the requested drop in session on 19 September, for which details are to follow.

A further update to this response will follow after the engagement day and no later than 30 September 2025.

We remain committed to delivering this project with care, transparency, and respect for all residents. If you have further questions or would like to speak with a member of the team, please contact us directly.

I hope I have addressed all the issues you have brought to my attention. However, I have enclosed information on your options if you feel we have not provided a fair and proportionate response to your complaint.

This now concludes stage one of our complaints process. If you are dissatisfied with our response you should reply why you remain dissatisfied and what you are seeking as an outcome. Your complaint will then be reviewed by a Service Area Manager at the next stage of our complaint’s procedure. Alternatively, for further support and advice, you can contact the Housing Ombudsman Service directly:

Online: www.housing-ombudsman.org.uk/complaint-form

Email: info@housing-ombudsman.org.uk

Post: Housing Ombudsman Service, PO Box 1484,Unit D, Preston, PR2 0ET

Telephone: 0300 111 3000 (Lines are open Monday to Friday 9am to 5pm. Lines will be closed for staff training every Thursday from 3.30pm to 5pm)

Thank you again for bringing this matter to our attention.

Yours sincerely
E Tudman

Emily Tudman

Customer Feedback Co-ordinator

Phone: 07929864276
Email: customerfeedback@greatplaces.org.uk