For heat suppliers and energy operators

What the Dutch Heat Act requires of you, and what we carry out within it

The Dutch Heat Act (Warmtewet) obliges you to supply heat reliably and without interruption, to record faults and possibly to pay compensation where an interruption lasts eight hours or longer. SVS Warmteservice is the party that carries this out in practice: we keep the installation running, we resolve the fault when it occurs and we record what you have to be able to demonstrate. From 1 January 2027 the Collective Heat Act (Wet collectieve warmte) replaces the Dutch Heat Act.

The statutory duty to supply and the liability remain with you. We carry out the work and deliver the evidence: per report the time of reporting, the time of contact, the time of the visit, the work carried out and the parts used.

The call-out service behind the front door

When a heat interface unit develops a fault, your response time starts running. We take the report, assess the urgency and send an engineer who knows the unit type. The call-out service is available 24 hours a day, including at weekends and on public holidays, and is staffed by people who know the installations.

Maintenance of heat interface units of every make

We maintain heat interface units from all manufacturers, including where several makes have been used within one complex. Per portfolio we record which unit types are present, so that the stock in the service van is matched to them and the planned maintenance follows the protocol for the unit type. The purpose of that maintenance is a lower number of faults and a more manageable call-out service.

The district heating substation and the dwelling

Many parties maintain either the district heating substation or the in-home system. We do both: the substation and the secondary circuit in the building, and the heat interface unit, the heat emitters and the controls in the dwelling. That removes the situation in which a fault is left lying between two parties. Substations have a maintenance contract of their own, with annual maintenance and a call-out service that starts work or sets off within 2 hours of the report.

Back office: we take over the reporting process

With Back Office as a Service your residents report directly to us. We ask the questions about the report, assess the urgency, schedule the engineer and maintain contact. We do this on behalf of your organisation and always under our own name: SVS Warmteservice, service partner to your company. The resident therefore knows who is coming and who is handling the report.

You keep control and receive the records. If you have your own reporting or job management system, we record the reports in it, so that your staff find the information in the place where they are used to looking.

New connections commissioned

For new build and for replacement we commission the heat interface units dwelling by dwelling to a fixed protocol. You receive a handover record per dwelling in your own house style, with the serial numbers of the heat interface unit, the communication module and the heat meter and with the meter readings at handover. That forms the link between dwelling, meter and consumer that your administration needs. See commissioning of heat interface units.

The start of the collaboration

Ahead of the start we receive, per address, the details of the resident, of the heat interface unit (make, type, serial number and production date) and of the contracting party. With a mixed population we first carry out a survey. A data processing agreement forms part of the arrangements if you wish.

After that you have a fixed point of contact who knows your installations, your agreements and your systems. We plan the transition together with you, so that the call-out service is not interrupted for a single day.

We work throughout the Netherlands, with Houten as our base.