For heat suppliers and energy operators
You carry the statutory duty to supply; we are the party that delivers on it behind the front door. Call-out service, maintenance, commissioning and back office, with the records the regulator (ACM) requires from you.
- Eight hours
- The limit in the Dutch Heat Act around which we organise the call-out service
- 7.500 woningen
- Under maintenance for heat suppliers, housing associations and managing agents
- Your name or ours
- The resident hears whatever you want them to hear
What the Dutch Heat Act asks of you, and what we do in it
The duty to supply lies with you. The Dutch Heat Act requires you to supply reliably and without interruption, to record faults and to compensate when an interruption lasts eight hours or longer. We are the party that makes that happen in practice: we keep the installation running, we are there when it stops, and we record what you must be able to prove.
The duty to supply and the liability remain with you. We carry out the work and deliver the evidence: per report the time of reporting, contact and visit, what was done and which parts were used.
The call-out service behind the front door
A fault on a heat interface unit is a cold shower for the resident and a ticking clock for you. Our call-out service is reachable 24 hours a day, also at weekends and on public holidays, and is staffed by people who know the installation.
- Urgent faultAn engineer on site within 4 hours
- Less urgent faultNo later than the next working day
- Non-urgent faultWithin 5 working days
- Right first timeThe engineer knows the unit type and carries the parts
How the contracts are put together is on the page service contracts.
Maintenance of heat interface units of every make
We maintain heat interface units from all manufacturers, even when several makes hang in one complex. Per portfolio we record which unit types are installed, so the van is stocked accordingly and planned maintenance follows the protocol for the unit type. The purpose of that maintenance is not the maintenance itself, but a quieter call-out service.
The substation as well, or the units only
Many parties do either the substation or the dwelling. We do both: the district heating substation and the secondary circuit in the building, and the heat interface unit, the radiators and the controls in the dwelling. A fault that gets stuck between two parties costs exactly the hours you do not have. For substations there is a maintenance contract of its own, with annual maintenance and a call-out service that starts within two hours.
Your residents call us, if you wish
With Back Office as a Service your residents report directly to us. We ask the questions, assess the urgency, schedule the engineer and keep in contact, under your name or ours. You keep control and receive the records. If you have your own ticketing or records system, we work in it, so your own people keep looking where they always look.
New connections commissioned
For new build and replacement we commission the heat interface units dwelling by dwelling to a fixed protocol, and deliver a handover form per dwelling in your house style, with the serial numbers of unit, communication module and heat meter and the meter readings at handover. That is the link between dwelling, meter and consumer that your administration needs.
How we start
Before the start we receive, per address, the details of the resident, the heat interface unit (make, type, serial number, production date) and the contracting party. With a mixed population we survey beforehand. A data processing agreement is part of it if you wish. After that you have a fixed contact who knows your installations, your agreements and your systems.
We work throughout the Netherlands, with Houten as our base.
Frequently asked questions from heat suppliers
Do you also take over the contact with residents?
Yes. Your residents then report directly to us; we assess the urgency, schedule the engineer and keep in contact, under your name if you wish. You keep control and receive the records.
What records do we get for the Dutch Heat Act and the regulator?
Per report the time of reporting, contact and visit, what was done and which parts were used. That is the basis for your fault records and for assessing compensation. If you work with your own system, it is in there.
Do you work with all makes of heat interface unit?
Yes. We are brand-independent and maintain units from all manufacturers, even mixed within one complex. Per portfolio we record the unit types, so the engineer sets off with the right parts.
Can you also do the district heating substation?
Yes, with a maintenance contract of its own: 24/7 call-out service, start within two hours, resolved within eight hours where possible, annual maintenance and a condition assessment with which you can budget replacements.
How quickly can you take over a portfolio?
As soon as we have the details per address and, with a mixed population, the survey is done. We plan the transition together with you, so there is not a single day without a call-out service.
What does your portfolio need?
Tell us how many connections you have, which unit types are installed and what you currently do yourself. We show you what we take over and how.
Our other services
Service and maintenance for heat interface unitsCall-out service and maintenance for heat interface units of every make District heating substation maintenanceMaintenance on the substation that connects the building to the network Commissioning of heat interface unitsCommissioning heat interface units, with a report per dwelling Back Office as a ServiceWe take over the customer contact and the administration Radiator and underfloor heating serviceWe resolve the complaints that do not sit with the unit Thermostats and controlsChoosing, setting up and explaining the controls Service & maintenanceContracts, the 24/7 call-out service and the Heat Act