If you're not receiving heat or hot water, the first step is to contact the person or organisation for your home.
Data Energy can support with information about the heat network, but we cannot carry out repairs to the heating equipment in your apartment or arrange maintenance for equipment that is owned by the building, as we are not responsible for the installation, ownership, or maintenance of the heating equipment itself.
- Leaseholders - If you own the property, the heating equipment in your home, (such as the thermostat, radiators, taps, underfloor heating equipment and similar components), is usually your responsibility to maintain. However, this can vary depending on your lease agreement, so please check it carefully. Otherwise, contact your Managing Agent first for more information. Their contact details can be found on the first page of your Data Energy bill.
- Private tenants - Contact your landlord or letting agent. They can confirm who is responsible for equipment and arrange any repairs or maintenance needed.
- Social tenants - Contact your Housing Association. They can confirm who is responsible for the equipment and arrange any repairs or maintenance needed.
To help resolve the issue quicker, please check the following and provide as much information as possible when reporting a fault:
- Check whether the heating controls are switched on and set correctly.
- Check your thermostat, timers and any room controls.
- Check whether other homes in the building are affected, if you are able to confirm this.
- Look for any fault messages or warning lights on the HIU or heat meter.
- Do not attempt to fix or tamper with the equipment yourself.
If you have a pre-payment meter
If you’re a pay-as-you-go customer, please check your meter balance.
If your balance is £0 or below, you'll need to top up your account before your heat and hot water supply can be restored.
Could my supply have been suspended?
In some cases, where bills remain unpaid after multiple reminders, we may be instructed to follow the Supply Suspension Procedure (SSP). This means your heat and hot water services are temporarily suspended until:
- The outstanding balance has been paid in full, and
- Any applicable reinstatement fee has been paid.
There's no need to worry - if this applies to you, we'll explain what needs to be paid and how to get your supply restored as quickly as possible.
For more information, please see our article: What will happen if I don't pay my bill?