Richmond Park Heat Network

Update 16 April 2025

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.

Update 26 March 2025

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.

Update 3 March 2025

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.

Customer Update: Heat Network at Richmond Park - 20 January 2025

We are aware that you may have some additional questions about your new heat network so we have put together some frequently asked questions that will hopefully give you the answers you need.

FAQ

• When will the new metering and billing process begin?

The new process will begin via the meters in your home in April 2025. Final dates are yet to be confirmed.

• Who are Sycous?

We have appointed Sycous to provide metering management of your heating and hot water. You will make payment to Sycous and payments are later passed to Great Places.

• How will I make payment for my bills?

You will be able to pay for your bills via direct debit, online card payment, telephone payment, mobile app or a pay point in store payment. To pay in store you can use the barcode on your most recent bill from Sycous or via a payment card sent out to you.

• How often should I expect bills?

You will receive a monthly bill which will outline your consumption for the previous month and how much this has cost you. You can keep track of your usage on the Guru hub in your homes.

• My radiators are not hot enough. What should I do?

Make sure there is nothing leaning/ covering the TRVs i.e. curtains, and check that the thermostat has been correctly adjusted. If the problem still persists, please contact Great Places Hub.

• How can I control my heating system?

Your home will have been fitted with a heating programmer that allows you to set the time period for when you want heating on or off. Furthermore, each radiator will have a thermostatic radiator valve (usually abbreviated to TRV). The valves have an inbuilt temperature sensor which make sure that the room is always at your desired temperature. The temperature in each room can be controlled by turning the valve to the desired number - with 3 being the desired setting which will give you heat of 18-20°C.

• Where can I find how to use the Guru hub?

You will have received a welcome pack from Sycous which includes more information about the hub.