Customer update 16 April 2025 - Metering and billing is live

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.