Frequently asked questions

For heat suppliers and energy operators with a statutory duty to supply, for housing associations and managing agents with communal 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 or commissioning complete units. 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 district heating substations and sub-stations, the primary network up to the heat exchanger and the secondary circuit in the building, and the system inside the home: heat interface unit, radiators, underfloor heating, thermostats and controls. 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 weekends and public holidays, and is staffed by people who know the installation. The Dutch Heat Act sets the threshold for fault compensation at an interruption of eight hours; we aim well below that. What we agree about response times is laid down in each contract.

That the engineer resolves the fault during the first visit. That works because the back office has already questioned the report, the engineer knows the unit type and the van is stocked for it. We do not come to make a diagnosis first and a second appointment later.

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. 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 contactformulier.

Our usual area lies between Amsterdam, Apeldoorn, Nijmegen, Eindhoven, Breda and The Hague, with Houten as our base. Beyond that we work by arrangement throughout the Netherlands.

Call us on +31 85 301 66 75. That is the fastest route, also in the evening and at the weekend. Before you call, check that the thermostat is on and set higher than the room temperature, and whether the neighbours do have heat. If the neighbours have nothing either, the fault is usually in the network or the substation, and we often already know.

Call straight away. Do not open or close anything on the unit yourself; the valves on the supply side are under pressure and belong to the heat network. Do move belongings out of the meter cupboard and catch the water. We come with priority.

Then the cause is usually in the radiator itself or its control: a stuck thermostatic valve, air in the radiator or incorrect balancing. Bleed the radiator if you are used to doing that and turn the valve open and closed a few times. If that does not help, report it via Report a fault; an engineer who knows the installation will then come by.

With district heating the unit is usually owned by the heat supplier; maintenance and replacement are then part of your fixed charges. If the unit belongs to you or to your owners' association, the owner pays. If in doubt, check your supply agreement or ask us; we can often tell from the unit type.

If your heat supplier or managing agent works with us, you can request maintenance via Report a fault or by phone; we coordinate it with your supplier. If your supplier does not work with us, we refer you to the right party.

Our engineers arrive in a van with the SVS logo and in SVS clothing, and on arrival they name the report they have come for. If in doubt, call us on +31 85 301 66 75; we will confirm who is at your door.