Customer Information

We want to ensure you have access to all the information you need about your District Energy scheme. Here’s some useful information explaining more about our service, charges and what you can expect from us.


Your home is equipped with its own heat meter, just like any other utility meter. The meter is located inside your property and belongs to the landlord, but ENGIE Community Energy is responsible for operating and maintaining it. The meter is automatically read via our data network, so we don’t need to visit your property to read it. The only time we need to visit is to carry out periodic meter checks to ensure it continues to work correctly. If we need to access your property to check your meter, we will give you prior notice. You will be billed regularly for the heat supply. When you move in and move out of the property, we will record the initial meter reading and final meter reading for your account. Please see your Residential Supply Agreement for further details about payments and billing.

Your heating and hot water usage is charged at a pence per kWh (kilowatt hour) rate. There is also a separate standing charge, just as you would expect on a normal electricity or gas bill. These charges are linked to UK energy indices to ensure they remain competitive when compared with the alternative of heating your property using a conventional gas boiler

We use the Heat Price Control Formula to calculate your bill as detailed within our Supply Agreement with you. This ensures that energy costs are comparable to, or below market rates when considering lifetime operational, maintenance and replacement costs. Prices are revised every year using this formula. Benchmarks and indices are used to make these revisions. Our charges are adjusted in accordance with our agreement with the Developer as below:

Standing Charges

Your standing charge will be adjusted in relation to the Retail Price Index ( RPI) and a technical labour index (BEAMA). 

Variable Charges

Your variable charge will be adjusted in relation to market gas prices and the Retail Price Index (RPI)  

Your meter is automatically read via a data network, so you don’t need to submit meter readings. However, you may contact our Customer Services department if you would like information on your meter readings. 

You can adjust the temperature of your heating to suit your own requirements. If you need information on the temperature controls, please check your residential pack, which is usually provided by others.

Information about maintenance and contingency plans is available on written request

Yes. However, if you switch off your heating and hot water system you will only pay the fixed Standing Charge part of your bill during this period. Please note that although your home is highly insulated, we would not recommend switching off your heating during the coldest winter months, to avoid the risk of frozen pipes. 

The temperature in your home can be adjusted using wall-mounted controllers and thermostatic radiator valves. The operating instructions for these are contained in your tenant pack.

If you are having problems with your heating and hot water it could be due to a fault with:

- the heating system inside your home;

- the development heating system within your building; or

- the District Heating scheme.

In the first instance you should call the Community Energy helpline on 0800 999 5080 .

Once we have been notified of a problem, we will try to identify and resolve any issues. If there is no fault with the scheme, but you still don’t have any heating or hot water, there may be a problem with the heating system inside your home. You, or your landlord, are responsible for maintaining the heating system in your home.

We constantly monitor the scheme to ensure it is working properly and that heat is being delivered across all locations.

An emergency may include circumstances where injury to life and/or serious damage to property are threatened, such as a flood or electric failure or shock risk. Moreover, full outage/loss of heat and hot water and substantial leak of any form from the Heat Interface Unit (HIU) is also considered as an emergency.

IMPORTANT – Your Heating System. Please note that ENGIE Community Energy is only responsible for the hot water Heat Interface Unit (HIU), as detailed in your Welcome Pack. We are not responsible for the radiators, thermostats and pipework contained within your property.

On arrival at your property, our representative will present an identity card which includes a colour photograph, the individual’s name and the name and contact details you can use to verify their identity. They will also use any password that you have agreed with us. Our representative will at all times be polite and courteous, and explain to you the reason for the visit. The representative will be qualified and possess the appropriate skills to perform the job.

We aim to provide a standard of service as set out in Schedule 2 of your Residential Supply Agreement. If you would like further information about our service standards, please look at our commitment to you or contact us.

We strive to provide a high quality of service at all times. However, if the service provided does not meet the standards we set for ourselves or that you might expect from us, please let us know either by phoning, emailing or writing to us. We treat complaints very seriously and will try to resolve them immediately. 

Energy-efficiency advice is available here or, if you would like to receive advice from us in person, please visit our metering and billing office at the King’s Yard Visitors Centre on Queen Elizabeth Olympic Park.

Our opening hours are: Monday to Friday 8am to 6pm. To speak to one of our customer representatives, please contact us on 0330 010 2021 or email