If there’s an emergency, please contact us straight away on 0808 143 3633

We define an emergency as a situation when there’s an immediate threat to life and / or significant damage to property. For example, a big leak.

If you have no heating

If you have no heating, there are some simple checks you can do first:

• If you’re a pay-as-you-go customer, check you have credit on your account. If you’ve run out of credit, top up your meter.

• Check your thermostat is set to between 18-21 degrees.

• Check the Thermostatic Radiator Valves (TRVs) on your radiators are open.

If you have no hot water

If you have no hot water, try testing all your taps first. If you’re getting hot water from some of your taps, this indicates the issue is likely to be with your internal hot water system. Remember, it can take up to 45 seconds for hot water to reach your tap.

If you’ve been through the above steps and you’re still experiencing problems with your heating and / or hot water, or you’re unsure about what to do, please call our Customer Care team who’ll do their best to diagnose the problem remotely.

If we need to send an engineer out to you, we’ll do this as quickly as we can and always within the timeframes set out in our Guaranteed Standards of Service. We have different response times depending on the problem you’re experiencing. You can find details of our response times in our Guaranteed Standards of Service.

To report an any other non-urgent issue, please email hello@heat-customers.vattenfall.co.uk. We aim to respond to emails within seven working days (often sooner) and try to resolve issues over the phone. If we can’t, we’ll let you know the next steps. If you prefer, you can also call us.