Frequently Asked Questions

• Who is Data Energy?

  If you’ve recently received a bill from us, you may be wondering who we are and what we do...

• Quick Setup

  Just moved in? Here's how to get started with us.We’re Data Energy, your Metering and Bill...

• When will I receive my first bill?

  When you receive your first bill depends on your situation. Here’s what to expect. If you’...

• Your first Data Energy bill

  Welcome to Data Energy!If you’ve received your first bill, that’s a good sign. It means yo...

• How frequently will I be billed?

  In most developments, we issue bills monthly. However, billing frequency can vary dependin...

• Who's responsible for what in my building?

  There are lots of people involved in running your building and supplying heat and energy. ...

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• How do I switch to paperless billing?

  We use paperless billing as our standard option to help reduce paper waste and make things...

• How can I change my account name?

  Managing Your AccountIf you're the Leaseholder, your name will usually remain on the accou...

• I would like to add a tenant to my account - what should I do?

  If tenants have recently moved in or out of your property, just let us know by filling out...

• How do I set up a direct debit?

  A Direct Debit is a simple and worry-free way to pay your energy bills. It ensures your bi...

• How can I cancel my Direct Debit?

  To cancel your Direct Debit, please use your banking app or contact your bank directly. Un...

• How can I change my Direct Debit details?

  If you’d like to change your bank details, please cancel your existing Direct Debit with y...

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• Who is the Heat Supplier?

  If your development has a heat network, the heat is generated onsite. This means the Heat ...

• Who manages the heat network?

  The Heat Supplier is responsible for managing the heat network. In most cases, they appoin...

• What is a heat network?

  Think of a heat network as a big shared heating system. Instead of every flat having its o...

• Are heat networks common in the UK?

  Heat networks are widely used in Northern European countries such as Denmark and Germany. ...

• Who is responsible for maintaining the heat network?

  The Managing Agent is usually appointed by the Building Owner to oversee the day-to-day ma...

• What is heat network efficiency?

  Heat loss is a normal part of generating and distributing heat. Measuring the efficiency o...

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• How do I create a Customer Portal account?

  The Customer Portal gives you access to your account anytime, all in one place.Once regist...

• Can I see my meter readings on the Customer Portal?

  Viewing your meter readingsIf meter readings are available on your account, you can view t...

• How do I make a payment via the Customer Portal?

  You can pay your bills quickly and securely through your Customer Portal account. If you h...

• I'm managing multiple properties - can I link them to one account?

  Yes. The Customer Portal is available to letting agents and landlords. You can manage mult...

• I'm a Letting Agent - can I access the Customer Portal?

  Yes. The Customer Portal is available to letting agents and can help you manage multiple p...

• I'm can't access my Customer Portal account - what should I do?

  If you’re having trouble logging in, first try using the Reset my password option.If you’r...

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• I've had a power cut - what should I do?

  What you need to do depends on who supplies your electricity.If Data Energy bills you for ...

• I have a leak - what should I do?

  If you've discovered a leak, the right person to contact will depend on your living situat...

• I’m not receiving any heat or hot water - what should I do?

  If you're not receiving heat or hot water, the first step is to contact the person or orga...

• I have received a supply suspension notice - what should I do?

  If you've received a supply suspension notice, it means that we have been instructed by yo...

• What does it mean if my meter is in quarantine?

  If your meter is in quarantine, it means billing is on hold because we can’t generate invo...

• How can I check my energy consumption or meter readings?

  You can see all the meter readings we hold for your home by logging into your Customer Por...

• How do you collect meter readings?

  In most developments, we collect meter readings remotely using a data collection system. H...

• Who is responsible for maintaining my meter?

  In most cases, the meter itself is maintained by the Freeholder or Building Owner, althoug...

• Where is my meter located?

  Most meters are inside the apartment, usually in the utility cupboard. If we bill you for ...

• How do I submit a meter reading?

  In most developments, we collect Actual meter readings remotely from the meters in your ap...

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• How do I top up my pay-as-you-go (PAYG) meter?

  The way you top up depends on the type of pay-as-you-go (PAYG) meter installed in your hom...

• Why do I have a pay-as-you-go (PAYG) meter?

  Pay-as-you-go (PAYG) meters are designed to help you manage your energy costs by paying fo...

• How do pay-as-you-go (PAYG) meters work

  A pay-as-you-go (PAYG) meter works in a similar way to a PAYG mobile phone.You add credit ...

• My top up hasn't gone through to my meter - what should I do?

  Don’t worry - it’s normal for top-ups to take a few minutes (and sometimes a few hours) to...

• What should I do if I've lost my top-up card?

  Don't worry, you can still top up easily and keep your supply running. 1. Top up onlineUse...

• I don't have an in-home display - how do I monitor my energy use?

  If you don’t have an in-home display, your property is likely fitted with an IKnoWatt (IKW...

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• How has my tariff been calculated?

  Your tariff is the set of charges used to calculate your energy bill.In most developments,...

• What is a tariff?

  A tariff is the charge for your utility supply. It usually has two parts:  A unit charge, ...

• Who sets my tariff and charges?

  Your tariff is not set by Data Energy.The rates you pay are agreed and approved by the Bui...

• What is a unit rate?

  The unit rate is the part of your tariff that depends on how much energy you use.Your mete...

• What is a standing charge?

  The standing charge is a fixed daily charge that helps cover the costs of providing and ma...

• What does the admin charge include?

  The administration charge is a fixed daily charge that helps cover the cost of managing yo...

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• Your energy glossary

  We know energy and heating terms can sometimes feel confusing, especially when you’re read...

• My bill says I'm on a District Supply Scheme - what does this mean?

  A district supply scheme is a shared utility system that supplies services to homes within...

• Why are you referring me to my Heat Supplier or Managing Agent?

  We know it can be frustrating to be referred to another organisation when you need help.So...

• Who should I contact if I have an issue with the heating equipment in my home?

  The right person to contact depends on the type of equipment and whether you own or rent y...

• Data Energy no longer bill my development - what happens to my account?

  If another company has taken over metering and billing services for your development, your...

• Can I switch to a different supplier?

  If your home is part of a district supply scheme, you usually won’t be able to switch to a...

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• How does the billing process work?

  As your Metering and Billing agent, Data Energy is responsible for managing your energy bi...

• How can I pay my bill?

  There are many ways you can pay your bill. Just choose the one that works best for you.If ...

• Why is my account in credit?

  If your account is in credit, it means you’ve paid more than the amount currently due on y...

• What is my bill for?

  Your bill may include the heating, hot water and water services supplied to your home. The...

• Your bill explained

  If we have your email address, we'll send your bill by email. If not, we'll post a paper c...

• What will happen if I don’t pay my bill?

  If we don't receive payment by the due date on your bill, we'll send you a reminder.We'll ...

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• Why is an engineer visiting my home?

  Sometimes we need to visit your home to check that your meter and related equipment are wo...

• I've had an engineer visit. What happens next?

  Thanks for taking the time to meet with our engineer.During the visit, they checked the eq...

• Secure Unit user guide

  Lost your original manual? No problem. Here's a quick guide to the buttons on your Secure ...

• Find the instructions for your Central Heating Programmer

  Need instructions for your heating controls?Your heating controls let you set when your he...

• What should I do if my meter isn't working?

  If you think your meter is faulty, recording incorrect readings, or you've lost heat or ho...