Richmond Park Heat Network

Dear customer,

We are writing to inform you that our gas supplier will be exchanging gas meters in boiler houses on Friday 23 May 2025. Please note that this is an all-day appointment, so we do not know the order of the meter exchange, but all gas meters inside the boiler houses are to be replaced during this time. This necessary maintenance will result in a temporary disruption to your heating and hot water supply for approximately one hour at some point this Friday.

We apologise for any inconvenience this may cause and appreciate your understanding as we work to improve our services. If you require any additional support, please do not hesitate to contact us on 0300 123 1966.

Thank you for your cooperation.

Best regards,

Heat Network Team

Metering and Billing is live

We’re getting in touch to inform you that we’re now live with metering and billing for your heating and hot water via mySycous. Please read some important details below.

You will automatically be set up on Prepay unless you contact mySycous to switch to Credit Billing and set up a Direct Debit (DD). You will also need to follow steps to set up an account.

• The Prepay option allows you to top up and pay as you go. You can do this by taking your payment card to any paypoint outlet or by making payment online, using the mySycous app or over the phone on 0333 880 3115.
• The Credit Billing option allows you to set up a Direct Debit (DD) to be taken out automatically.

The initial credit provided is £10. If your credit runs out, you can click on the emergency credit option on the guru hub screen in your homes. You will see your balance and the option to press emergency credit. Confirm by selecting 'yes,' and £15.00 will be added to your account within a few minutes. Please note that if your account is shut off, no hot water will be available from the tap, only cold water.

For any queries related to the metering and billing, you can directly contact mySycous (mySycous Support) via email at hello@mysycous.com or by calling 0333 880 3115.

If you experience any problems with your heating and hot water, please continue to contact Great Places Customer Hub Team to raise a job. You can do this via Web Chat on our website, by emailing customerhub@greatplaces.org.uk or by calling 0300 123 1966.

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.

Reminder of Metering and Billing changes

We’re writing to remind you that from 1 April 2025 you will be billed separately for your heating and hot water. You will be charged through our metering and billing provider, Sycous.

You should have received a letter from Sycous last week – please refer to this for instructions on setting up your account and preferred payment options. You will need to contact Sycous to set up your payment method, such as by Direct Debit or Prepayment. To contact Sycous, you can get in touch by emailing hello@mysycous.com or by calling 0333 880 3115.

If you experience any problems with your heating and hot water, please continue to contact Great Places Customer Hub Team to raise a job. You can do this via Web Chat on our website, by emailing customerhub@greatplaces.org.uk or by calling 0300 123 1966.

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.

Notice of your change in heating Tariff from April 2025 Tariff Review

We’re pleased to notify customers that your heating tariff has been reviewed and will be changing from 1 April 2025..

Due to a number of factors, including reductions in the wholesale price of gas and the recent completion of the optimisation works for a better and more efficient heating system, you will see a reduction in your unit rate price as of April.

Your new tariff will be as follows:

As shared in earlier communications in September 2024 you will now pay for your heating and hot water separately making payments to Sycous, our metering and billing provider, beginning 1 April 2025.

Sycous will be in touch with you in the next few weeks with further information and to set up your account and your preferred payment options.

If you have any questions or concerns, contact us on HeatNetwork@greatplaces.org.uk and a member of the Heat Network team will be in touch.

Kindest regards,

Heat Network Team.

Dear Customers,

Join us Friday 17 January at 10.30am – 2.30pm at Richmond Park Community Centre to introduce our new Metering and Billing provider Sycous and give you the opportunity to ask any questions about the process, that is due to commence in April 2025. Great Places colleagues along with our partners Fairheat, Broadoak and Sycous will be on hand to provide more information and to answer any questions you may have.

In the meantime, if you experience any problems with your heating and hot water, please continue to contact our Customer Hub Team to raise a job. You can do this via Web Chat on our website, by emailing customerhub@greatplaces.org.uk or by calling 0300 123 1966.

We look forward to seeing you!

Best regards,

Heat Network Team

Customer Update: Heat Network at Richmond Park – 2 December 2024

An update from Lisa Sharples our Heat Network Manager on the ongoing improvement works to the Heat Network at Richmond Park

Dear Customers,

Over the past two weeks, we have experienced several outages in the plant rooms at Richmond Park for various, sometimes unforeseen reasons. We have looked to resolve these as quickly as possible and we sincerely apologise for any inconvenience this may have caused.

Reporting Issues

If you encounter any further issues, please contact our Customer Hub Team to raise a job. You can do this via Web Chat on our website, by emailing customerhub@greatplaces.org.uk or by calling 0300 123 1966. The Hub will then arrange for our gas service team at Sure to address the problem. If Sure is unable to resolve it and the issue is part of the ongoing upgrade, it will be passed back to the contractor.

Temperature Drops

In recent weeks, you may have noticed brief drops in temperature (10 to 25 minutes). Previously, you might not have noticed these drops because hot water was supplied directly from the hot water tank. Now, it is supplied via the Heat Interface Unit (HIU) and we apologise for the lack of communication from our contractor Fairheat regarding this change.

These temperature drops are due to the contractor working on the Building Management System (BMS) to optimise the system’s efficiency and meet demand. This work will continue over the next 10 days. If you experience a drop in hot water or radiator temperature, it may be due to this ongoing work. If you need additional support, such as temporary heaters, please contact the project team at AssetManagementServices@greatplaces.org.uk

Ongoing Upgrades

Most of the upgrades have taken place within customer properties, with some adjustments to the BMS and pump strategy in the plant rooms.

We appreciate your patience and understanding as we work to improve your Heat Network at Richmond Park. I will be speaking with Sure and the wider team to ensure jobs are raised and escalated correctly.

Thank you for your cooperation and if you have any further questions please don’t hesitate to get in touch.

Thanks

Lisa

HAVE YOUR SAY ABOUT YOUR HEAT NETWORK!

18/09/2024

Great Places’ contract with their current heat supplier, who provide your energy bills, is due to come to an end very soon. We are looking for a new provider who will send you energy statements and answer any questions you have about these and your supply.

As part of this process, Great Places wants to look into ways to improve the service you currently have. We have put together a short survey which asks you what is important to you when it comes to your energy statements with your feedback we can hopefully shape the service you receive.

This survey is now live and will be open for 4 weeks, the closing date is 11:59pm on Sunday 20^th October 2024, by completing this survey you are in with 1 of 3 chances of winning £25 love2shop voucher.

**Prize Draw Terms & Conditions - All completed entries will be entered into a prize draw to win one of three £25 Love2shop e-gift cards. There is no cash alternative available. Please note that tenancy issues may be taken into account when the winners are chosen. All activities will close at 11.59 pm on Sunday 20^th October 2024 and any submissions completed after this time

We’re working with our contractors Fairheat to upgrade components in your Richmond Park heat network. This involves replacing equipment in the boiler houses, re-insulating pipework, and upgrading the Heat Interface Units (HIUs) to provide heating and hot water in your home.

While the upgraded heat network will have a similar setup, certain elements within your homes will be upgraded so they will be more energy efficient.

The improvements

Instant Hot Water - Instead of storing hot water, the new HIUs will supply instant hot water when needed, avoiding unnecessary storage.

Upgraded radiator valves (TRVs) – These will ensure sufficient heat for every flat. They’ll run at an incoming temperature of 75°C and a target outlet temperature of 55°C during winter. The system will adjust radiator temperatures based on outside air conditions.

• 75°C – Winter
• 55°C - Summer
• 55°C – Winter
• 35°C – Summer

New Bath/Shower/Hot Water Valves New TMV (Thermostatic Mixer Valves) valves will be installed from hot water fed from the heat network. This means showers/baths/taps will operate at a reduced temperature without risk of scalding, in line with building regulations.

Contractor contact details

• Email: Enquiries@broadoakcs.com
• Telephone: 01782 529651

Work has started in the plant rooms to replace pumps and installation to the pipework.

No heating or water outages are expected

The Heat Interface Units (HIU) have arrived onsite and communicating with the first few properties is underway.

The site office is located at 15 Richmond Park Grove. Here you will find members of the project team during office hours.

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