Frequently Asked Questions

• How does the billing process work?

  As your billing agent, we are responsible for the management and collection of charges. If...

• Who are Data Energy?

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

• Quick Setup

  Just moved in? Here's all you need to get started... We are Data Energy, your Metering and...

• How frequently will I be billed?

  In most instances, we are instructed to bill quarterly (every three months). However, this...

• When will I receive my first bill?

  Pre-existing Properties If you have recently purchased a pre-existing property and have co...

• Stakeholders and their responsibilities

  There are lots of people involved in the operation of your building. Find out more about w...

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• How do I register an online account?

  You can access and download your consumption data, make payments, submit meter readings an...

• How can I change my account name?

  If you are a Leaseholder, you are legally the primary account holder and therefore respons...

• I’ve just moved into/out of a property where Data Energy provide the billing services - what should I do?

  If you have recently bought/sold the property, you need to notify us by completing a Chang...

• I’ve recently sub-let my property and would like to add the tenant to my account - what should I do?

  If tenants have moved in/out of your property, you need to notify us by completing a Chang...

• How do I switch to paperless billing?

  Switching to paperless billing is a great way to reduce your environmental impact, plus it...

• How do I set up a direct debit?

  A direct debit is great way to pay your energy bills, ensuring the invoices are settled ti...

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• What is a heat network?

  A heat network (also known as a communal or district heating network) is a shared heating ...

• How do I know if my property is connected to a heat network?

  If your bill from Data Energy shows that you are being billed for heat, cooling, or hot wa...

• Are heat networks common in the UK?

  Heat networks are very common in Northern European countries such as Denmark and Germany, ...

• Who is the Heat Supplier?

  As the heat is being generated onsite, the Heat Supplier would generally be the Freeholder...

• Who manages the heat network?

  The Heat Supplier is responsible for managing the heat network. However, in most cases, th...

• What is a HIU (Heat Interface Unit)?

  A HIU is a Heat Interface Unit, which you would normally find in your apartment, within yo...

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• I'm unable to view meter readings on my Customer Portal account - why is this?

  The metering data we hold for your property can be viewed monthly. You will need to select...

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

  To make a payment, log into your Customer Portal account then go to the 'Make Payment' sec...

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

  Yes, our Customer Portal allows you to link multiple properties to one account. To link an...

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

  Yes, you can! You will need to register for our Customer Portal and link a property to you...

• There is a technical issue on the Customer Portal - what do I do?

  We are continuously working on ways to improve your experience with our Customer Portal an...

• I'm unable to access my Customer Portal account - what do I do?

  If you have received an error message when trying to log into the Customer Portal, there m...

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• I'm a Pay-as-you-go customer and need to top up, but can't get through to Data Energy over the phone - what do I do?

  There are several ways to make a payment and top up your PAYG meter. How you can top up de...

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

  If Data Energy bill you for your electricity supply, then please contact your Managing Age...

• I have a leak -what do I do?

  If you are a Leaseholder, and you have a leak in your apartment, please contact your Manag...

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

  If you are a Leaseholder, and you have no heat or hot water, please contact your Managing ...

• Why does my bill not reflect the reading I provided?

  If you have submitted a meter reading to us and this has not been reflected on your bill, ...

• What is bypass consumption?

  It is often assumed that your bill only relates to space heating. However, the heat you us...

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

  You may have received correspondence from us that mentioned your meter was placed into 'qu...

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

  You can view all the meter readings we have on record for your property by logging into yo...

• How do you collect meter readings?

  Typically, Data Energy utilises a data collection system to remotely gather meter readings...

• Who is responsible for maintaining my meter?

  It is usually the Freeholder / Building Owner’s responsibility to maintain your meter, how...

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• What is a tariff?

  A tariff is a charge assembled for a utility supply and is normally composed of both a uni...

• Who sets my tariff and charges?

  Your tariff is set by your Communal Network Supplier, who is generally the Freeholder or B...

• How has my tariff been calculated?

  Data Energy do not decide the cost of your tariff; however, we may be involved in the proc...

• What is a unit rate?

  The unit rate is based on your individual consumption, which generally measured in kilowat...

• What is an admin charge?

  The admin charge is a fixed daily rate that covers Data Energy’s metering and billing fees...

• What is a re-billing charge?

  A re-billing charge is a charge that may apply if Data Energy has had to perform additiona...

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• How do I top up?

  There are several ways to make a payment and top up your PAYG meter. How you can top up de...

• Why am I on Pay-as-you-go (PAYG)?

  Pre-payment or pay-as-you-go (PAYG) meters are an effective way to manage budgets and moni...

• How does PAYG work?

  Pre-payment or pay-as-you-go (PAYG) meters work similarly to a pay-as-you-go phone: in ord...

• Can I switch to credit billing?

  You may be wondering why your property has a PAYG meter and whether you can receive invoic...

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

  If you have recently made a top-up payment and the balance has not updated on your meter, ...

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

  If you have lost your top up card, please do not worry as you can still make payments usin...

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• What is the Help Centre?

  Welcome to the Help Centre! The Help Centre is our new online feature, where customers can...

• Help Centre Feedback Form

  Would you like to give feedback on our new help centre? We are always looking for feedback...

• What was the EBDS Energy Bills Discount Scheme?

  The EBDS was a scheme introduced by the government, offering support to heat suppliers and...

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

  A District Supply Scheme encompasses a communal system or multiple systems that provide ut...

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

  Sometimes, we need to refer you to your Heat Supplier or Managing Agent, because we are no...

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

  If you own the property, it is likely that the thermostat, radiators, taps, underfloor hea...

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• How can I pay my bill?

  There are many ways you can pay your bills...   Direct Debit - To set up or change the Dir...

• How frequently will I be billed?

  In most instances, we are instructed to bill quarterly (every three months), however, this...

• What is my bill for?

  We raise and issue bills for the energy and hot/cold water (if applicable) used within you...

• How does the billing process work?

  As your Billing Agent, we are responsible for the management and collection of charges. If...

• Your bill explained

  If we have your email address on record, your first bill will be sent by email. If not, we...

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

  If a bill is not paid within the payment term provided, we will issue several payment remi...

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