Heat Network Terms & Conditions

1. Introduction

1.1 These Terms and Conditions ("Terms") apply to the provision of billing and metering services ("Services") by Full Power Utilities Ltd ("we", "us", "our") to clients and/or residents ("you", "your") connected to a communal or district heat network managed by or on behalf of your landlord, managing agent, or heat supplier.

1.2 By using our Services or making payment of an invoice issued by us, you agree to be bound by these Terms.

2. Scope of Services

2.1 We provide billing and metering services for heat, hot water, and/or cooling supplied through a communal or district energy network.

2.2 Services may include, but are not limited to:

• Meter reading (manual or remote via AMR/BMS);
• Data collection, validation, and processing;
• Tariff application and consumption calculations;
• Preparation and issuance of customer bills;
• Collection of payments on behalf of the heat supplier or managing agent; and
• Customer service and query management.

2.3 We act as an appointed billing agent and do not own, operate, or maintain the energy network or meters unless explicitly agreed in writing.

3. Billing and Payments

3.1 Bills will be issued periodically (monthly, quarterly, or as otherwise agreed).

3.2 Payment is due by the date stated on your bill. Late payments may be subject to interest and recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (where applicable).

3.3 Payment methods accepted will be detailed on your invoice (e.g. direct debit, standing order, bank transfer, or online payment).

3.4 Disputing a bill does not exempt you from paying undisputed amounts by the due date.

4. Metering Data and Accuracy

4.1 Bills are based on actual meter readings where available. Where actual data is not available, estimated consumption may be used, clearly marked as such.

4.2 We endeavour to ensure all billing data is accurate and compliant with the Heat Network (Metering and Billing) Regulations 2014 and subsequent amendments.

4.3 Any identified metering faults or inaccuracies should be reported immediately. Adjustments may be made once the fault is verified and resolved.

5. Tariffs and Charges

5.1 The heat and hot water tariffs are set based on the total energy costs incurred by the heat supplier or freeholder from their appointed energy supplier (typically gas, and in some cases, a portion of electricity depending on how the energy centre operates).

5.2 Tariffs are calculated using the best available data for the billing period, taking into account:

• The efficiency of the communal or district heating system, including any seasonal or operational losses;
• Transmission and distribution inefficiencies across the network;
• The fuel type and consumption used at the energy centre during the period; and
• The charges and standing costs invoiced to the heat provider or freeholder by their energy supplier.

5.3 The tariff applied to each property is intended to recover the actual costs incurred by the heat provider, freeholder, or managing agent in operating the system — including energy supply, administration, metering, billing, and maintenance of the communal heating network.

5.4 Additional charges may occasionally apply. These may include, but are not limited to:

• Backdated or corrected charges from prior billing periods;
• Maintenance or service costs associated with the network; or
• Other approved operational costs agreed with the heat provider.

Any such maintenance-related costs will be clearly itemised and explained on your invoice.

5.5 The standing charge shown on your bill represents the fixed charge invoiced by the energy supplier to the freeholder or managing agent for the property. This charge will be apportioned equally among all residential units connected to the network.

5.6 The Data-collection and Billing charges is our ongoing admin charge for our service which covers the cost of collecting and apportionment suppliers' billing data, against the data we hold for your meter (estimated or actual as when we receive meter readings). This charge (if applicable) also includes the cost of reconciliation of financial data and payment allocations.

5.7 An one-off account set-up fee may be charged to establish your billing account, register meter information, and activate system access.

5.8 These charges, where applicable, will be clearly displayed on your invoice and agreed with the managing agent and will appear as separate line items on your invoice.

5.9 Tariffs and standing charges are subject to periodic review and adjustment to reflect variations in supplier pricing, system performance, fuel type, or other operational factors. Any changes will be reflected in future billing periods and communicated where applicable.

6. Customer Queries and Complaints

6.1 Queries about billing, metering, or payments should be raised via the contact details shown on your bill.

6.2 We aim to acknowledge all queries within 5 working days and resolve them within 15 working days, where possible.

6.3 If you are not satisfied with the resolution, you may escalate the complaint under our Customer Complaints Procedure, available on request.

6.4 If the issue remains unresolved, you may refer the matter to the Energy Ombudsman or other relevant regulatory body.

7. Data Protection and Privacy

7.1 We handle all personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

7.2 Data is collected and processed solely for the purpose of delivering our Services, including metering, billing, and customer support.

7.3 We may share your data only with the heat supplier, managing agent, or authorised third parties as necessary for service delivery.

7.4 Full details are provided in our Privacy Policy.

8. Limitation of Liability

8.1 We shall not be liable for any loss, damage, or delay arising from:

• Meter or equipment failure outside our control;
• Incorrect information provided by the client or third parties; or
• Events beyond our reasonable control.

8.2 Our liability for direct losses arising from our negligence shall not exceed the total fees paid to us for the affected service period.

9. Final Account and Move-Out Process

9.1 There is no standard termination of service. When you move out of a property, you must inform us of your move-out date and settle your account in full based on a final invoice.

9.2 The final invoice will include meter readings (or estimates, where applicable) up to your move-out date.

9.3 After verification of the final reading and receipt of your bank details, any credit or refund due will be processed within 30 days.

9.4 Your liability for charges ends once your final account is settled. However, adjustments may still be made if discrepancies are later identified.

9.5 If a new resident, leaseholder, or tenant takes occupancy, a new account will be opened in their name based on the latest available readings.

10. Governing Law, Jurisdiction and Regulatory Compliance

10.1 These Terms are governed by and construed in accordance with the laws of England and Wales.

10.2 Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10.3 The Services provided by Full Power Utilities are operated in compliance with the:

• Heat Network (Metering and Billing) Regulations 2014, as amended by the Heat Network (Amendment) Regulations 2020;
• The forthcoming Heat Networks (Market Framework) (Great Britain) Regulations 2025, under Ofgem oversight; and
• Applicable consumer protection and dispute resolution schemes, including the Energy Ombudsman.