Frequently Asked Questions Winter Shot down 2020

  • Q1:      Why is the hot water and heat being shut down?

    A1:      Enviroenergy has a requirement to provide you with a safe supply of heat and hot water. We need to perform essential repair work to part of the pipework that delivers heat and hot water to your property. These works are necessary to make sure that the system continues to operate effectively to provide a safe and secure supply of heat and hot water to our domestic and commercial customers.

    Q2:      When will the system close down?

    A2:      Our customer’s hot water and heating services will be affected as follows:

    • Wednesday 25 November – from 6pm you’ll notice a gradual reduction in the temperature of your hot water and heating

    • By 11.30pm at the latest on Wednesday 25 November you will have no hot water or heating

    • Your hot water and heating will be reconnected in the early evening of Thursday 26 November

    • We aim for your hot water and heating to be fully working by around 30pm on Thursday 26 November.

    Q3:      Who will be affected?

    A3:      Customers living at Bentinck, Kingston and Manvers flats, Remourban Housing Scheme (The Courts) and Lace Works Student accommodation on Summerleys.

    Q4:      Will cold water or electricity be affected?

    A4:      No, there will not be any disruption to cold water or electricity supply.

    Q5:      What if it is cold during this period?

    A5:      For those of you who do not have any alternative means of heating your home while the work is completed, we can provide temporary electric heaters. Please call us on 0115 955 6677 or email customersupport@enviroenergy.co.uk as soon as possible with your request.

    Q6:      How is the close down being communicated to residents?

    A6:      A communications plan has been put in place to keep customers informed. This includes letters to all customers, correspondence with all social housing partners and a planned marketing campaign using online and social media, with posters also being placed in key local locations. Housing organisations, Ward Councillors and community groups have also been briefed with details of the planned works.

    Q7:      Do I have to do anything in my home?

    A7:      No, the process will not need you to do anything.

    Q8:      If I have any concerns, who shall I call?

    A8:      There will be information on the Enviroenergy web site (www.enviroenergy.co.uk) or you can call 0115 9556677.

     

Frequently Asked Questions

  • I have lost my heating top up card?
  1. Call us on 0115 955 6677 between 9 am and 5 pm Monday to Friday. We can get you a new card sent in the post or you can collect it on the same day that you call us.
  2. The cost of replacement cards is £10.00
  3. You can pay by card over the phone or pay cash when you collect the card.
  • Faulty card or card not working at the shop?
  1. Call us on 0115 955 6677.
  2. We can get you a new one sent in the post or you can collect it on the same day you call us.
  3. Return the old card in the free-post envelope that will be provided.
  • Credit is not loading:
  1. Keep your receipt
  2. Contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  3. You may have a faulty card or credit was not loaded correctly in the shop.
  • Frozen display? I.e. credit is staying the same amount.
  1. Contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  • Meter display issues?
  1. Check to see if both top and bottom displays are working:
  2. If one is not working contact Enviroenergy on 0115 955 6677 and who will check if an engineer needs to attend..

How to do a Black Button Reset on your meter: Please see below

Starting and re-setting the unit:

  1. Move the slider switch to ‘Right’ using a non-metallic object i.e. a matchstick.
  2. Gently use a pen to press the black button that is under the slider.
  3. IMPORTANT Return the ‘slider switch’ to the run position.
  • I have heating but no hot water or I have hot water but no heating:
  • If Heating/Hot water switches are off and still having heating and hot water:
  • If Heating/Hot water switches are off and the RED light still on:
  1. You will need to do a Black Button Reset.
  2. If that does not work, contact Enviroenergy on 0115 955 6677, who will check if an engineer needs to attend.
  3. If only the heating or hot water has stopped working, then contact your property owner MHT/NCH/private property owner for them to arrange for an engineer to attend as it could be a plumbing issue.
  • Poor heating/Hot water:
  1. Contact your landlord MHT/NCH/private landlord for an engineer as it could be a plumbing issue.
  • Noise coming from HIU/Boiler; but, meter is working.
  1. Contact your landlord MHT/NCH/private landlord for an engineer as it could be a plumbing issue.
  • How many types of meters in your property?

There are two types of meter.

One is your prepayment where you top up (Left picture) and the second KWH meter for your energy use. Which is what your need to read and provide to us if you want a statement or an invoice.

.

  • Do you want an up to date statement or invoice?

Please provide a KWH read and the credit on the prepayment meter.

  • Where can you find a KWH meter read?
  1. KWH meter reading is located in your Heat Interface Unit.