Customer Information Pack

Size: px

Start display at page:

Download "Customer Information Pack"

Kimberly Hunt
6 years ago
Views:

1 Customer Information Pack Prepayment

2 Introduction Welcome to your Customer Information Pack and User Guide for the ENER-G Switch2 Heating System that is installed within your home. This guide will provide you with all the necessary information and guidance you require to use the heating system, including the G6 Prepayment System and associated heating controls. This guide will also provide you with information on how to top-up your system and who to contact if something goes wrong. It is important to read this guide in full before you begin to use your new system. If you are unsure about how the system works, please do not hesitate to contact ENER-G Switch2 or Kirklees Neighbourhood Housing. The heating system installed within your home allows heat and hot water to travel from the communal boilers located near your property and provides the heat that circulates through the radiators within your home and also the hot water to your taps. In order to help you control the heating and hot water system there are certain items installed within your home, including a Programmer, Room Thermostat and Thermostatic Radiator Valves (TRV). When you use heat and hot water this is measured by a heat meter and you pay for your consumption using the G6 Prepayment System. This means that you will not receive any bills, you only pay for what you use and you control how much you spend on heating and hot water. Page 2

3 Warning Notices Please ensure you read all the caution and information statements within this document before you use the heating system, for your safety and the safety of others. This system is powered by a 230V mains electricity supply. Disconnect mains power prior to any maintenance occurring with the unit. The system should only be programmed, removed, dismantled or installed by an ENER-G Switch2 suitably trained person. If the system is used in a manner not specified by ENER-G Switch2 the protection level of the equipment may be impaired. Page 3

Using Your Heating System Your heating and hot water system has been designed to provide a simple way to manage and pay for the heating and hot water you consume.

4 Using Your Heating System Your heating and hot water system has been designed to provide a simple way to manage and pay for the heating and hot water you consume. The way you manage and pay for your heat and hot water consumption is through the installed G6 Prepayment System. The G6 Prepayment System offers a number of ways to purchase heating and hot water credit and these are explained later in the guide. The G6 Prepayment System includes a number of useful features including: an easy to read backlit display, simple 2 button control system and SMART Alarm. This system will allow you to easily monitor your energy usage through the unit and displays the amount of credit your have remaining. Your credit can be topped-up at any Pay Point, or Post Office outlet or over the telephone on and on line at G6 Data Collection Unit For any emergency situations when you have been unable to purchase credit, a limited amount of Emergency Credit will be available, however this is not intended for everyday use and once used, will require paying back in full before heat is available again. Page 4

Using Your Prepayment System G6 Prepayment System Your G6 Prepayment System stores any credit you purchase and as you use heating and hot water the amount of credit will reduce.

When your credit is low it is important to top up the credit on your unit so that you continue to have heating and hot water available.

Once you have made your payment ENER-G Switch2 will receive confirmation of your payment overnight and your credit will be sent to your G6 Prepayment System.

5 Using Your Prepayment System G6 Prepayment System Your G6 Prepayment System stores any credit you purchase and as you use heating and hot water the amount of credit will reduce. When you have credit heating and hot water will be available. Please ensure the system is switched on by the programmer and other heating controls. When your credit is low it is important to top up the credit on your unit so that you continue to have heating and hot water available. Display Buying Credit You can top-up your heating system at any Post Office or Pay Point outlet, (just look out for the signs), by telephone on , or by visiting Once you have made your payment ENER-G Switch2 will receive confirmation of your payment overnight and your credit will be sent to your G6 Prepayment System. Credit purchased will not be available immediately, so please ensure you have sufficient credit available at all times. ENER-G Switch2 will attempt to ensure all purchased credits are transmitted to the times stated below. However, for reasons beyond our control there may be times when they are delayed. Please contact ENER-G Switch2, after 11:45am if your credit has not been received. Buttons Day Payment Made Monday Tuesday Wednesday Thursday Friday Saturday Sunday Bank Holidays Day Transmitted to your G6 Prepayment Unit Tuesday by 11:30am Wednesday by 11:30am Thursday by 11:30am Friday by 11:30am Saturday by 11:30am Monday by 11:30am Monday by 11:30am Next Working Day by 11:30am Page 5

Using Your Heating System Your Prepayment Card This is the card you use to top up your heating and hot water credit. Please take this to any Post Office or Pay Point Outlet.

On = Heat/ HW available Off = Heat/HW not available amount of credit available press for Information The main screen, above, shows all the important information you need.

6 Using Your Heating System Your Prepayment Card This is the card you use to top up your heating and hot water credit. Please take this to any Post Office or Pay Point Outlet. PPU Screen and Messages This is the main screen on your G6 Prepayment System. shows if the heat or hot water supply is available, depending on the units credit. On = Heat/ HW available Off = Heat/HW not available amount of credit available press for Information The main screen, above, shows all the important information you need. There are 2 simple coloured buttons. When you have made a purchase, the credit will be transmitted to your G6 Prepayment System. When the credit is received a message like this will appear on the screen, to clear this message press the orange button marked with Exit > Page 6

Using Your Heating System Emergency Credit Emergency credit is a facility designed to provide you with an additional amount of credit for heating and hot water, if you run out of credit and are

7 Using Your Heating System Emergency Credit Emergency credit is a facility designed to provide you with an additional amount of credit for heating and hot water, if you run out of credit and are unable to top-up. This is intended to be used only in emergency situations. When the emergency credit has been used your heat and hot water supply will be disconnected. You will have to purchase more credit than the debt displayed on the unit before the system can be used again. The emergency credit function becomes available once the level of credit shown on your information screen drops to 1.00 or less. To activate this press the blue button on the prepayment unit, when the option above appears on the screen. The screen will now display the amount of emergency credit you have remaining and also the total outstanding debt. As you use the emergency credit, the amount of debt will increase. The unit will also display the amount of emergency credit you have remaining. Page 7

Friendly Disconnection If you run out of credit and have used all your emergency credit, the G6 Prepayment System is designed not to disconnect at certain times of day, when topping up might not be

8 Using Your Heating System When all of the emergency credit has been used, your heating and hot water supply will be disconnected. You will have to purchase more than the debt shown on the screen before the heat and hot water will be reconnected. If you purchase less then the amount owed your property will remain disconnected. Friendly Disconnection If you run out of credit and have used all your emergency credit, the G6 Prepayment System is designed not to disconnect at certain times of day, when topping up might not be convenient. The G6 Prepayment System will not disconnect during the times shown below. The debt shown on the unit s display will continue to increase when the system is being used. When the Friendly Disconnection period ends your heat and hot water supply will disconnect and you will have to purchase more credit than the debt displayed on the unit before the system can be used again. Dates Day Friendly Disconnection Period 1st April to 30th September 1st April to 30th September Monday to Saturday Sundays / Bank Holidays 8:30pm to 10:00am 8:30pm Saturday to 10:00am Monday 1st October to 31st March Monday to Saturday 6:30pm to 10:00am 1st October to 31st March Sundays / Bank Holidays 6:30pm Saturday to 10:00am the next working day Page 8

Using Your Heating System Programmer Your programmer controls when your heating and hot water turns on and off. This is the main way to control your system.

Room Thermostat The room thermostat controls the temperature of your home, you choose the temperature which suits you.

The thermostat will not work when the heating is switched off at the programmer, or you have no credit.

9 Using Your Heating System Programmer Your programmer controls when your heating and hot water turns on and off. This is the main way to control your system. The programmer installed, opposite, is able to switch ON and OFF three times every 24 hours. We will provide you with a separate manual to explain how your programmer works. Room Thermostat The room thermostat controls the temperature of your home, you choose the temperature which suits you. Once your selected temperature has been reached it will turn the heating off, if the temperature falls, it will turn the heating back on. The thermostat will not work when the heating is switched off at the programmer, or you have no credit. Most people find that a temperature of o C is comfortable, but you may prefer to be warmer or cooler, so turn the dial accordingly, bearing in mind that the warmer it is, the more it will cost to heat your home. Thermostatic Radiator Valve (TRV) TRV s are attached to most radiators. They measure the temperature in each room so you can vary the temperature according to your needs. They work in a similar way to the room thermostat, switching the radiator on or off according to the setting. The TRVs can be used to LOWER a temperature of the particular room, in a bedroom for example. Page 9

Using Your Heating System Heat Meter The heating and hot water entering your home is recorded by a heat meter,

The meter displays the amount of consumption in kilowatt hours (kwh).

Consumer Interface Unit (CIU) The CIU is situated within your heating cupboard and contains the equipment used

10 Using Your Heating System Heat Meter The heating and hot water entering your home is recorded by a heat meter, which is read remotely by ENER-G Switch2. This heat meter is located on the Consumer Interface Unit. The meter displays the amount of consumption in kilowatt hours (kwh). The meter can be read using the orange 'control' button on the G6 Data Collection Unit. Consumer Interface Unit (CIU) The CIU is situated within your heating cupboard and contains the equipment used to control heat and hot water coming in and out of your property. In order to ensure that your heating system works correctly the CIU should only be serviced or repaired by ENER-G Switch2. Page 10

11 Frequently Asked Questions Where can I buy credit from? Any Pay Point, or Post Office outlet using your supplied customer card or by credit and debit cards on or online at What happens if I lose my card? Please contact ENER-G Switch2 on and a replacement card will be sent within 3 working days. A small administration charge may be applicable. What is the standing charge? The standing charge is an amount of money deducted daily by your G6 Prepayment Unit. You must ensure that you have sufficient credit to pay this. How long do I have to wait for credit to be applied to my unit? Please see page 9 of this information pack. How am I able to read my meter? You are able to use the 'Info' feature on the G6 System. This is accessed using the orange button on the G6 unit. What if my unit isn't working correctly? Please contact ENER-G Switch2 on , or Kirklees@energ.co.uk What do I need to do when my tenancy ends? Please contact KNH on , or contact your local Housing Office. What happens if I don't receive my credit? If you haven't received your credit by 11.45am on the next working day please call ENER-G Switch 2 on How much does it cost to call from an 0333 number? 0333 numbers cost the same whether you re calling from a landline or mobile. The cost is the same as calling a local number. This call will get deducted from any free minutes on your mobile or landline phone plan. Page 11

12 Should you have a problem with your heating system please contact our Customer Service Team at: T: +44 (0) E: kirklees@energ.co.uk W: A: ENER-G Switch2 Ltd The Waterfront Salts Mill Road Shipley BD17 7EZ Kirklees Neighbourhood Housing on: T: +44 (0) E: housing@knh.org.uk W: A: Kirklees Neighbourhood Housing Perseverance House St. Andrews Road Huddersfield HD1 6RZ Version 3 April 2012

Important information about your heating system

Important information about your heating system In Washington almost 1,000 households receive their heating and hot water from a communal heating system in the Fatfield, Oxclose and Albany areas. As a