Useful information

The heat is on

Library

To help make sure you have all the information you need about us and your heating system, we've put together this library of useful resources.

If you think there’s something missing, just let us know.

Our Policies

Complaints Policy
Easy Read Version
Data Protection and Privacy Policy
Easy Read Version
A Helping Hand Policy
Easy Read Version
Credit Control and Debt Management Policy
Easy Read Version
Unacceptable Customer Behaviour Policy
Easy Read Version
Health and Safety Policy
Easy Read Version


Customer Leaflets

Our Customer Services Charter
Easy Read Version
Guaranteed Service Standards
Easy Read Version
A helping hand when you need it most
Easy Read Version
Not happy with the service you've received?
Easy Read Version
Priority Services Register Registration Form
Easy Read Version
Guide to Heat Use and Costs
Easy Read Version
In home heating system guide
Easy Read Version
No Hot Water
No Heating

Helpful User Guides

How to setup your online account
Secure PAYG in-home display user guide
Siemens Rev24 room temperature controller user guide, for if you live at Eastside Quarter.
Danfoss TPOne programable thermostat user guide, for if you live at The Lane, Synergy or Beckton Parkside. You'll also find some useful videos below to help you understand how to work and set your heating programmer
How to bleed your radiators


TPOne User Interface


TPOne Schedule Settings


Helpful video on the Siemens Rev 24 Thermostat


How to bleed your radiators