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 our own urgency classes, set up around the eight-hour compensation threshold of the Dutch Heat Act, and every report is recorded. The difference is in what the contract covers, not in how we work.
- 8 hours
- Maximum response time for an urgent fault
- First-Time-Right
- The engineer knows the unit type and carries the parts
- Recorded immediately
- Every report processed administratively after the visit
Why three forms
Under the Dutch Heat Act an interruption of the heat supply starts counting the moment it is reported, and may cost 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.
Faults and response times
How a fault runs with us, from report to sign-off, and which response times apply, is set out in one place: the page call-out service.
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
This applies to both forms, whichever way you settle.
- 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
- First-time-right: 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 immediately after the visit
- Scope: service and maintenance of the heat interface units only; the substation falls under the maintenance contract below, and the heat network's pipes are outside our services
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.
- Call-out service 24 hours a day, 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
- First-Time-RightThe back office asks the questions about the report, the engineer knows the unit type and the service van is stocked accordingly
- 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 district heating 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?
That depends on the urgency class. The classes and the response times that go with them are on the page call-out service. For a substation the maintenance contract applies: within 2 hours of the report starting work or on the way.
Can residents report directly to you?
Yes. On working days from 08:00 to 17:00 by phone or email; outside those hours by phone only, through 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: call-out service 24 hours a day, within 2 hours of the report starting work or on the way, 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 Maintenance of district heating substationsMaintenance 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 call-out service 24 hours a day and the Heat Act