What do I do if I have a problem with my heating and hot water? Please contact your management company to discuss, as we have no involvement with maintenance or any boiler plant room issues. Can't find the answer you're looking for? Send us your question or…
I Have Lost My Pay-As-You-Go Card. What Do I Do? Please notify us at adminuk@taconova.com or call on 0114 231 3700 and we will arrange for a new card to be sent to you. Please note that there will be a £7 charge to replace a lost or…
I Pay Another Provider For My Heat And Hot Water. We have been appointed by your Management Company as the billing provider for your heating and hot water supply. Please check with your other utility company, as your other bills are more likely to be for the provision…
Why Are You Charging Me If You Are Not A Supplier? We have been appointed by your Management Company to act as the billing agent for the heat supplied to your development. We collect metering data, raise bills and collect payments on your Management Companies behalf. Every month…
Why is my tariff and standing charge different from those advertised by the main energy suppliers? The main energy suppliers’ tariffs are based on charging for the direct provision of gas whereas your development is providing your property with heating and hot water. Your Management Company will be…
Why are estimated reads used? In instances where we cannot obtain actual meter reads to be used for billing, we will use estimated reads. We aim to ensure our estimated reads are as accurate as possible, and would generally calculate these estimates based on the previous recorded actual…
What Are Non-Automated Meter Readings? These meter readings are sent to us from various sources such as your management companies, the concierge or our engineers may attend to manually download this data. Can't find the answer you're looking for? Send us your question or give our office…
What Are Automated Meter Readings? Your property has been fitted with a series of meters which record the amount of energy consumed. The information recorded by the heat meter is transmitted and recorded on a central data collection unit (M-Bus master). Heatlink connect to the M-Bus master every…
Can I Change The Name On The Account? An account is created per apartment, with the leaseholder as the main account holder. When a sub-tenancy is in place, the sub-tenant’s details can be added as the occupier for all future invoicing, IF the management company allows. Can't…
I’m unhappy with my tariff and standing charge, what can I do? Please visit the ‘Understanding unit charges & standing charges‘ page which explains how Taconova UK and your Management Company calculate the unit and daily standing charge for your development, so that your heat supplier does not…