FAQ | Heatlink: Heat Interface Unit (HIU) Manufacturer

FREQUENTLY ASKED QUESTIONS

Below you’ll find answers to the most common questions asked by residents who have enquires about their heating & hot water bills. If you’re unable to find the answer you’re looking for, please do not hesitate to contact us.

How Can I Pay My Bill

Heatlink offers five convenient payment methods. Find the payment method that is most convenient for you.

Payment Methods

How much do I pay for my heating?

Your developments management company has appointed Heatlink...

Cont. Reading

I have lost my pay-as-you-go card. What do I do?

Please notify Heatlink at admin@hlts.co.uk or call us...

Who is my energy supplier?

Heatlink is not an energy supplier. We are a metering...

Can I change to a different supplier?

Your Management Company will negotiate the bulk energy...

How often will I receive a bill?

In most cases, Heatlink will have been appointed by...

Can I change to a different tariff?

Heatlink have been instructed by your Management Company...

How is the unit charge (p/kWh) calculated?

The unit charge includes all of the bulk fuel...

What VAT do I pay?

VAT at 5% is added to your bill.

What is a daily standing charge?

The daily standing charge (shown either on your bill or...

How is the daily standing charge calculated?

The daily standing charge (shown either on your bill or

What is the admin standing charge?

The admin standing charge (if applicable) relates to our fees for the service...

What is the unit charge (p/kWh)?

The unit charge (shown either on your bill or your pay-as-you-go unit)...

I can’t pay my bill on time.

You are obliged to pay energy bills within 14 days...

I can’t afford to pay my bill in full. Can I pay in instalments?

Yes. You would need to call us to discuss setting...

I haven’t received a bill yet, what should I do?

If you are in a property where Heatlink has been appointed...

I have received a bill but a recent payment I’ve made isn’t on my statement?

On occasion a bill may have been produced before...

My bill is too high. Can you investigate and send me a revised bill?

Bills based on actual readings can therefore...

I’m unhappy with my tariff and standing charge, what can I do?

Please visit the ‘Understanding unit charges & standing charges‘...

Can I change the name on the account?

An account is created per apartment, with the leaseholder...

What are Automated meter readings?

Your property has been fitted with a series of meters...

What are Non-automated meter readings?

These meter readings are sent to us from various sources...

Why are estimated reads used?

In instances where we cannot obtain actual meter reads to be used for billing...

Why are you charging me if you are not a supplier?

We have been appointed by your Management Company...

I pay another provider for my heat and hot water.

We have been appointed by your Management Company...

What do I do if I have a problem with my heating and hot water?

Please contact your management company to discuss...

How to reduce your heating and hot water bills.

We have 8 different methods to help reduce your heating...

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...

I’d like to change supplier. I don’t want to be with Heatlink.

Heatlink is not an energy supplier. We are a metering, billing and payments...

I want to make a complaint.

Please contact the office either by...