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

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,

Heat Network Team

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

Customer Update - July 2025

Following our engagement day on 8 July 2025, we’d like to share more information about the upcoming works in your property.

We’ve put together a list of frequently asked questions (FAQs) to help keep you informed. This page will be regularly updated as the project progresses and will serve as your go-to source for the latest information, however for those customer that require the information in different media please do let us know.

Next steps

Consortia will contact you shortly to arrange a Pre-Entry Survey (approx. 1 hour). If you need a letter to book this appointment and haven’t already requested one, please email Heatnetwork@greatplaces.org.uk or call the Customer Hub.

Please do not hesitate to get in touch if you have any questions or need support.

Heat Network Customer Update - June 2025

With the upcoming optimisation works on your heating and water system, due to start at the end of July 2025, we’re holding two drop-in sessions for you to bring any questions you might have.

These will be held on Tuesday, 8 July 2025 at the rear car park of Hutton Lodge. You can join us for a morning session at 10am-12pm or an evening session at 4pm-6pm.

Great Places colleagues and our contractors, as well as your new metering and billing provider, Sycous, will be there to answer your questions.

We look forward to seeing you!

Great news!

We're pleased to announce that we've secured funding to improve the heating and hot water system at Hutton Lodge. Great Places will be working alongside our contractor Fairheat to complete this project. These improvements are set to begin over the summer of 2025.

The works at Hutton Lodge will involve upgrading heating and hot water equipment throughout the building. The aim of the retrofit project is to improve the efficiency of the heating and hot water system, which will ultimately lower operating costs, improve residents’ control, reduce overheating and minimise carbon emissions.

Works will be carried out both inside and outside of flats, ranging from retrofitting equipment in the main plantroom, replacing radiators for more efficient models in dwellings, and installing heat meters to enable compliance with current and future regulations.

Who are Fairheat?

• FairHeat are a specialist consultancy based in London, UK, which focuses exclusively on heating networks throughout the UK with regards to improving the performance of these and maximising efficiency.
• FairHeat have already worked on over 400 heat network projects throughout the UK, from early feasibility stages, through the design, install, commissioning and operation phases of a project.
• FairHeat provide significant support to the energy sector, recently being lead author on the upcoming heat network technical assurance scheme (UK Government Regulation), soon to be implemented in the UK.

Next Steps

You are not required to take any further action at this stage, however if you have any questions or concerns, please do not hesitate to contact the Heat Network Team on HeatNetwork@greatplaces.org.uk and a member of the team will be in touch.