Frequently asked questions

For heat suppliers and energy operators with a statutory duty to supply, for housing associations and managing agents with district heating systems, and for installation contractors and main contractors who want to outsource the work behind the front door. Residents can come to us when their heat supplier or managing agent has engaged us, and for a fault at any time.

Planned maintenance according to the protocol for the unit type, resolving faults, replacing parts and replacing complete units or commissioning them. We work on all makes, even when several makes hang side by side in one complex. For each client we record which unit types are installed, so the engineer sets off with the right parts.

Yes. We maintain the district heating substation on both the primary and the secondary side, the secondary circuit in the building and the in-home system: heat interface unit, radiators, underfloor heating, thermostats and controls. The transport network itself, the pipes up to the substation, is outside our work. Most parties choose one side; we do both, so a fault never gets stuck between two parties.

The call-out service is reachable 24 hours a day, including at weekends and on public holidays, and is staffed by people who know the installation. How quickly we are there depends on the urgency class; the classes and the response times are on the page call-out service.

Right first time: within our scope the engineer always resolves the fault during the first visit. That works because the back office has already taken down the details of the report, the engineer knows the unit type and the van is stocked for it. If the cause lies outside our scope, we can usually offer a temporary solution. We do not come first to make a diagnosis and then book a second appointment.

We record every report, every contact and every action: when it was reported, when it was resolved, what was done and which parts were used. Those records can be used for your fault register and for accountability under the Dutch Heat Act. If you have your own ticketing or registration system, we work in it.

Yes, we call that Back Office as a Service. Your residents report directly to us, we assess the urgency, schedule the engineer and keep the records. You keep control and receive the records. Read more on the page Back Office as a Service.

No. We are brand-independent. When a unit needs replacing, we advise on what suits the installation and the network, not on what we happen to know best.

A tailored service and maintenance contract: planned maintenance, call-out service and records, matched to your portfolio and your obligations. For heat interface units you choose between Hybrid and All-In; for the substation there is a maintenance contract of its own. Temporary capacity or specialist support on a project is also possible without a contract. We are happy to discuss what suits you; call or use the contact form.

Throughout the Netherlands. Our base is Houten; each of our engineers drives their own van on their own route, and for projects we plan the deployment at the location of the work.