Business customers
A warm welcome to Vattenfall
We operate the heat network which supplies your business with heating and hot water. We are responsible for the operation, maintenance, and repair of the heat network infrastructure up to your building’s point of supply.
Heat networks might sound new but ours have been providing efficient and reliable heating in Europe for decades, so it’s safe to say your heating is in good hands.
Reducing carbon emissions and tackling the climate emergency is a huge challenge for us all, but connecting your business to our heat network is helping to make that happen.
Below, you’ll find all the information you need about how your heating system works, how to set up and manage your account, and how to get in touch.
To find out more about heat networks and how they’re helping upgrade the UK’s energy system, click here.
Payment and tariffs
We will invoice you monthly for each billing period using data from the heat meter in your building’s heat substation or ’energy centre’. The readings are sent to us automatically so you can be sure that you’re paying an accurate amount for the heat and hot water your business uses. If we encounter a problem getting these meter readings, we’ll use an estimate based on your previous invoices or industry guidelines.
We review our charges at least once a year but not more than once every six months. If we need to make an adjustment to our tariff, we’ll always give you 31 days’ notice and a clear explanation of why it’s changed. Our tariff is made up of the following charges:
1. Fixed charge - this is a fixed amount charged each day which covers:
- The cost to provide and maintain your metering and billing system and customer services.
- The cost to operate, maintain and run our energy centre.
- The costs to operate, maintain and replace the heat network and heating equipment that we own and are responsible for. So, there is no additional charge to you for repairing or replacing your HIU or heat meter.
The fixed charge is a daily charge that is payable even if no heating and hot water has been consumed, for example when you’re away from home.
2. Usage charge – this is the cost for each kilowatt hour (kWh) of heating and hot water used in your home. It varies each month depending on how much heating and hot water is used.
See your heat supply agreement for further details of our charges.
Managing your account
As a business customer, you can manage your account online. You will receive details on how to set up your account when you join us.
You can also download our app to keep on track of your business account on the go, wherever you are.
If you have any questions about your account or your experience with Vattenfall, contact our Customer Care team.
We’re developing long-term partnerships with local authorities, commercial organisations, and communities to free UK cities from fossil-fuelled heating altogether. Our integrated and inclusive service delivers renewable and low carbon heat when you need it at a cost that’s fair – and always will be.
Our service values
We are fair
Everything we say is written in plain English. We never use jargon, so you always know what’s going on. Our pricing structure is transparent, which means no important details are hidden. And we keep our promises.
We are proactive
We make sure you have the right information at the right time. We monitor our heat network constantly to make sure it’s running efficiently and so we can anticipate issues even before they occur. And we’re always there when you need us.
We are accountable
At every step, we consider your experience to ensure we deliver value for money. We operate compliantly and protect you through our guaranteed standards of service.
