Service contracts for heat interface units and substations
Three contract forms, one way of working behind them. Whatever you choose: the call-out service is reachable 24 hours a day, the response times follow the Dutch Heat Act and every report is recorded. The difference is in what the contract covers, not in how we work.
- 4 hours
- Engineer on site for an urgent fault, in line with the Dutch Heat Act
- Right first time
- The engineer knows the unit type and carries the parts
- Within 48 hours
- Every report handled administratively and recorded
Why three forms
Under the Dutch Heat Act an interruption of the heat supply starts counting the moment it is reported, and costs you compensation once it lasts eight hours. A contract sets out who comes, how fast, and what you hold afterwards. A portfolio of two hundred heat interface units asks for something different from one substation feeding an entire complex. Hence three forms: two for heat interface units and one for substations.
All three share the same core: a fault desk reachable 24 hours a day, engineers who know the installation, and records with which you can account for yourself under the Dutch Heat Act.
How a fault runs with us
From report to close-out every fault follows the same path. That is why we can promise response times.
- ReportThe resident or your own desk reports to us, on working days from 07:00 to 17:00 by phone, WhatsApp, the form on the site or e-mail; outside those hours via the emergency number that comes with the contract
- QuestioningOur back office asks the questions that determine the urgency: one dwelling or the whole complex, no heating or no hot water, leak or no leak
- UrgencyEvery report gets a class under the Dutch Heat Act, and with it a maximum response time
- EngineerThey know the unit type installed at your site and carry the parts, so the fault is fixed in one visit
- Close-outVia the job sheet, with report, contact and visit dates, so the records meet what the regulator (ACM) requires
- HandlingAdministratively within 48 hours; you see what was done and which parts were used
Response times, in line with the Dutch Heat Act
We divide faults into three classes. The class determines how fast someone is there.
- Urgent faultAn engineer on site within 4 hours. Direct and serious consequences for the heat supply, such as an outage in the heating season or a serious leak
- Less urgent faultAn engineer no later than the next working day. Affects the supply but is not dangerous, such as a small leak, no heating in summer or no hot water
- Non-urgent faultResolved within 5 working days, or later if you prefer. Minor issues such as a minimal leak or a noise complaint
The eight-hour limit in the Dutch Heat Act is not a target for us but an outer boundary. Those who keep hitting it pay compensation; those who stay well below it never hear about it.
Two service contracts for heat interface units
Hybrid and All-In differ only in how they are settled. The call-out service, the response times and the records are the same in both cases.
- HybridA fixed fee for the service, each engineer visit charged separately. For those who want to see faults case by case
- All-InOne amount per dwelling per year, engineer visits for faults on the unit included. For those who want a predictable budget
What the service contract includes
- A fault desk reachable 24 hours a day, 365 days a year
- Residents report directly to us; we assess the urgency and keep in contact
- Right first time: the engineer knows the unit type and carries the parts
- We look after the spare parts per project, by agreement with you
- Close-out via job sheets with report, contact and visit dates
- Administrative handling of every report within 48 hours
- Scope: service and maintenance of the heat interface units only; the substation and the network fall under the maintenance contract below
Maintenance contract for substations
The district heating substation feeds dozens of dwellings at once. There a fault counts for everyone, and the contract is built accordingly: start faster, report faster, and annual maintenance included.
- 24/7 call-out service, 365 days a year; a substation fault is priority 1
- Work or travel started within 2 hours of the report
- Resolved within 8 hours of the first report, where technically possible
- A complete report within 24 hours
- Annual maintenance of exchanger, pumps, fittings and controls included
- Spare parts in stock, by agreement with you; online monitoring included where the substation has it
What sets us apart
This is what you rarely get all at once from a general installation company, and what is in every one of our contracts.
- One partner for the whole chainFrom the substation to the thermostat, so no fault gets stuck between two parties
- The resident reports directly to us; you keep control and receive the records
- Right first timeThe back office asks the questions, the engineer knows the unit type, the van is stocked for it
- We work in your systemsIf you have your own ticketing or records system, we work in it
- A fixed contact who knows your installations, your agreements and your systems
- Every makeInterface units from every manufacturer, mixed within one building too
- A call-out service staffed by people who know the installation: no answering machine, no call centre
What a contract does not cover
Better clear beforehand than arguing afterwards. Outside the contract are: faults caused by misuse or by not following the operating instructions; modifications or repairs by others; under an HIU contract, the communal installation serving several dwellings; wear without effect on operation and complete replacement of installations; water and consequential damage; installation or construction errors from the original build; repairs under manufacturer's warranty, which the manufacturer handles; and force majeure.
The start of a contract
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, so the van is right from the first visit. A data processing agreement is part of it if you wish.
A contract runs for twelve months from the start date and is renewed by agreement. If your portfolio changes in the meantime, the contract grows with it.
Without a contract is possible too
We also resolve a one-off fault without a contract, and temporary capacity or project support can be arranged separately as well. What a contract adds are the agreed response times and a fault desk your residents already know before anything goes wrong.
We work throughout the Netherlands, with Houten as our base.
Frequently asked questions about the contracts
What is the difference between Hybrid and All-In?
Only the settlement. With Hybrid you pay a fixed fee for the service plus each engineer visit; with All-In everything is in one amount per dwelling per year. The call-out service, the response times and the records are the same in both cases.
How fast is an engineer there for a fault?
For an urgent fault within four hours, for a less urgent fault no later than the next working day, and for a non-urgent fault within five working days. For a substation we start within two hours and, where possible, the fault is resolved within eight hours.
Can residents report directly to you?
Yes. On working days from 07:00 to 17:00 by phone, WhatsApp, the form on the site or e-mail; outside those hours via the emergency number. We assess the urgency, schedule the engineer and record every step. You keep control and receive the records.
What do we get back after a fault?
Per report: when reported, when contacted, when visited, what was done and which parts were used. That is the record the regulator (ACM) requires from you and the basis for your own fault reporting. If you work with your own system, it is in there.
Do you also work on the substation?
Yes, with a maintenance contract of its own: 24/7 call-out service, start within two hours, resolved within eight hours where possible, and annual maintenance. Those who place both the units and the substation with us have one party for the whole chain.
Can we come to you without a contract as well?
Yes. We resolve one-off faults, and temporary project support is possible without a contract. A contract adds the agreed response times and the fault desk for your residents.
Which form suits your portfolio?
Send us the number of dwellings or substations and the type of installation. You will receive a proposal with the form that suits you.
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