FAQs

Great Places has secured 50% government funding to upgrade the heating and hot water system at Hutton Lodge. These improvements aim to ensure the system is reliable, energy-efficient, and that customers only pay for what they use. The upgrades will help reduce overheating, lower carbon emissions, and give residents more control over their heating.

The works will include:

• Upgrading heating and hot water equipment throughout the building.
• Retrofitting equipment in the main plant room.
• Removing communal radiators, except the one located in the entrance as agreed.
• Replacing the radiators and heating control system with more efficient models, which will improve resident control and flexibility.
• Installing Heat Interface Units (HIUs) and heat meters in each flat.

Fairheat and Consortia are our appointed contractors. Details of project leads and the TLO will be available on the Hutton Lodge Our Voice page once the project begins.

After the heating and hot water works are complete (end of November 2025), Great Places will start the redecorating project before end March 2026 this includes:

• Fill and decorate around newly installed front and communal doors.
• Replace flooring and suspended ceilings.
• Repaint communal areas.

• Reduced overheating in the building with the aim to reducing costs.
• Improved energy efficiency, with heat loss reduced by up to 90%.
• Greater control and comfort in your home.

The first flat to be upgraded will be flat 25 which 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.

• Visit the Hutton Lodge Our Voice page for updates.
• Contact your TLO Emily Houston on 07547351898 or Sharon Rawson on 07583668213
• Email: Heatnetwork@greatplaces.org.uk
• Call: Great Places Customer Hub – 0300 123 1966

The works will begin on Tuesday 12 August 2025 and are expected to be completed by mid-November.

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.

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.

If this schedule doesn’t work for you, please speak to the Consortia or Great Places TLO to agree alternative arrangements.

Consortia will be on site Monday to Friday, 8:30am - 4:30pm.

Consortia will provide more details during the pre-entry survey week commencing 21 July. In general, you may need to: 

• Empty the hallway store cupboard to allow access for HIU and Guru Hub installation.
• Move furniture to the centre of rooms to allow access to pipework and radiators.

If you need help with this, please let us know during the survey or contact the TLO before the start date on 12 August.

• Replacement of radiators and pipework with more efficient models.
• Installation of 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).
• Installation of a thermostat for better heating control.

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)).

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.

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 temporary heaters or additional support, please contact our Tenant Liaison Officer (TLO), Sharon Rawson, who will be happy to assist on 07583668213.

• Replacement of radiators and pipework with more efficient models.
• Installation of 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).
• Installation of a thermostat for better heating control.

Each day Consortia will place down surface protection and remove it at the end of the day. Furniture will be covered with dust sheets. Consortia will clean and leave the dwelling as close to how they found it as possible.

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.

Please continue to report any issues to the Great Places Customer Hub as usual.

No, your tenancy agreement will remain unchanged. The only difference is that heating and hot water charges will no be charge via you service charge but billed separately via mySycous, rather than through your service charge.

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.

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 know as emergency.

You’ll be able to pay via:

• Direct debit
• Online card payment
• Telephone payment
• Mobile app
• Automated payment line
• PayPoint (in-store)

To pay in-store, use the barcode on your bill or a payment card sent to you.

More details on how this will be shared nearer the go live date.

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.

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.

There’s no cost for the meter.