Customer Update - 4 September 2025 Resident feedback and survey outcomes

Customer Update 4 September 2025

Resident Feedback and Survey Outcomes

Dear Customers,

Thank you for your feedback from the recent heating upgrade survey and consultation.

We’ve prepared this update to keep you fully informed and supported throughout the next steps of the project. This includes responses to frequently asked questions and updates on tariff information.

Your invaluable input has helped shape our approach, and we’re committed to delivering a reliable, efficient, and cost-effective heating solution for your home.

Resident Feedback and Survey Outcomes

From the recent consultation surveys, you told us what matters most to you:

Good customer service
Clear and regular billing updates
Transparency around costs
Being able to track your energy use
Flexible ways to pay

We are using your feedback to shape our support and communication with you going forward. The survey showed that customers welcome this upgrade and some have additional comments.

In relation to queries and concerns about the reliability of the system and the old system, please be assured that the reason for this upgrade is to specially address reliability and remove the risk of outages.

A dedicated Customer Liaison Officer Emily Houston is available to discuss any additional questions you may have by calling 07547351898 or email: emily.houston@greatplaces.org.uk

You will also have a point of contact at Sycous (our metering and billing partner) and this will be communicated via a welcome booklet when your system is ready to go live for metering and billing.

The reason we’re switching to individual meters, and billing is so you can easily keep track of your energy use, daily or whenever you like. You’ll get monthly bills by email online or in the post. This upgrade also helps us meet new Ofgem rules, including the Heat Network (Metering and Billing) Regulations, making sure your heating system follows the latest required standards and is ready for the future.

Tariff and Cost Comparison

What are the expected heating costs after the upgrade?

Your average energy use is expected to go down, so you should see some savings. You’ll be charged based on your own usage, using the tariff shown below. This change also helps get ready for new rules coming in soon.

Current annual cost via service charge for both individual and communal: £691.60
Estimated post-upgrade cost (based on average usage 3,000 kWh/year): £376.77

New tariff details:

Usage charge: 5.85p/kWh
Daily standing charge: 55.12p/day

It’s important that the planned upgrade work is completed in all properties to help the system run efficiently and keep costs down. If we applied the tariff to the current network based on average usage, it would cost £760.29 a year.

Further tariff information

Usage charge: You’ll pay for the actual energy you use, rather than a flat rate.

Standing charge: This is a daily fee that covers: the cost of gas supply daily standing charge (based on wholesale market rates) and administration relating to metering and billing.

Administration for metering and billing. Why Completing the Upgrade Matters:

The tariff is based on the overall efficiency of the heating system.

Completing all properties ensures the system runs optimally, allowing Great Places to offer the lowest possible tariff for customers.

Partial upgrades will reduce the efficiency and will increase costs for everyone.

Annual Tariff Review:

We review our tariffs every year, usually in October, to match our gas buying cycle.
Great Places buys gas through wholesale energy markets to get competitive prices.
If there are any changes, we’ll let you know clearly and in advance.

Fairness and Control:

You’ll no longer pay a flat rate or split costs evenly with others.
Instead, you’ll only pay for the energy you use, giving you full control over your spending.
This change supports energy efficiency and meets Ofgem’s up and coming regulations for heat networks.

Support Available:

Great Places and our billing partner, Sycous, are here to help you with:

Setting up your account.
Tracking your energy use through the Guru Hub and mySycous app.
Offering flexible ways to pay.
Welcome and friendly credit – for example, every customer gets a £10 welcome credit. And if you run out of credit over a weekend or bank holiday, your heating won’t switch off, giving you time to top up if you're on a prepay (PAYGO) plan.

Billing and Metering - How will billing work after the upgrade?

Heating and hot water will move to being individually metered, rather than included in your service charge. Don’t worry – you’ll be given advance notice before this change happens.

To support customers with the changes:

A £10 welcome credit and £15 friendly credit will be available.
All customers will automatically be placed on prepay with the ability to switch after the go live date.
You will be able to monitor your usage via the Guru Hub display and mySycous app.
Multiple payment options will be available (online, phone, direct debit and at Paypoints)
Your Customer Liaison Officer and Metering and Billing Officer can assist with account setup when the system goes live.
Sycous will send a welcome pack and email with this information.

Please be assured nearer the go live date Great Places will be in contact to provide you with this information again, there is no need to take action now.

Furniture Support -What support is provided for moving furniture?

We will provide one large IKEA bag (55x37x35 cm) and three boxes (60x34x40 cm) as a goodwill gesture to assist with packing.

Please note:

Furniture movement will be limited to large items (e.g. sofa, bed).
Smaller items should be packed to allow access to store cupboards and radiator locations.
Your home doesn’t need to be empty for the work to be done. We just need access to a clear cupboard and the radiators and pipework in your rooms.

Heat Interface Unit (HIU) Installation – What size is the HIU?

The HIU is compact, measuring 470mm high, 300mm wide, and 155mm deep. It will be fitted about 1.5 metres above the ground, inside your hallway cupboard. Pipework will run neatly above and below the unit, flush against the wall.

Temporary Heating and Hot Water - Will I have heating and hot water during the works?

All customers will continue to have access to hot water throughout the works. Temporary heaters will be available free of charge upon request. If using them increases your energy bills, we may be able to help with the costs upon submission of evidence (e.g. a utility bill).

Once work is completed in your property, you will have full access to heating and hot water. It’s therefore important to allow us access so we can complete the upgrade as quickly and efficiently as possible.

Hot water will continue to flow through the system at Hutton Lodge during the work, which helps keep the building warm. This background heat supports the overall heating, and many residents have told us they don’t need extra heating in their homes because of it.

Customer Support and Communication

How can I get help or raise concerns?

You can contact us using a dedicated email address for any questions.
Your Customer Liaison Officer (CLO) is your main point of contact for support.
We started sharing information with you in April 2025, held engagement events in July, and continue to provide updates through flyers, FAQs, and the Our Voice page.
You’ll find all the details about the upgrade by scanning the QR code below.

Safety and Accessibility

What measures are in place to ensure safety during works?

All equipment will be battery-powered and stored safely to avoid trip hazards.
Any dust will be managed and cleaned up by the team.
Health and safety are taken seriously and will be carefully managed throughout the project.

If you have any specific needs, please let us know. Contractors will do their best to work around your schedule where possible.

You won’t need to decorate afterwards – any radiators we remove will be replaced with ones the same size. If you have any concerns, we’ll look at them individually. Please note, the new pipework won’t be painted.

Benefits of the Upgrade

Lower heating costs – with estimated savings of £303/year
More reliable heating and better control
A modern, energy-efficient heating system
Lower carbon emissions

We know this is a big change and it might feel disruptive. We're here to support you and make sure the upgrade improves comfort, helps you save money, and enhances energy efficiency.

If you have any further questions or need additional support, please don’t hesitate to get in touch with the Heat Network Team at HeatNetwork@greatplaces.org.uk .

Kind regards,