Decembers update

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