If there’s a problem with your heat network

Summary

You can copy and paste the example below and fill in your own details. Then you can either: * write it out on paper or print it to send in the post * copy and paste it into an email or web form Account numbers: [include your account number and your neighbours', if you have them] The heating system stopped working on 5 September, more than 2 days ago. All 6 of the flats on the same heat network have the same problem. You have not contacted us to explain why the outage has happened and when our heating and hot water will work again. Please urgently contact us to explain what the problem is and when it will be fixed. Samira Khan (Flat 1), Lachlan Cox (Flat 2), Kay Johnson and Mikal Dąbrowski (Flat 3), Yusuf and Ali Kaya (Flat 4), Sian and JJ Murray (Flat 5), Ikenna Igwe (Flat 6) This might be an outage if it’s also affecting other homes on the same heat network. You should write down the time when the outage started. Your heat network supplier should contact you or your landlord about an outage within 24 hours. If they contact your landlord, your landlord might: * pass on information from the heat network supplier to you * ask you to contact the heat network supplier yourself Ask.

Key information

• •write it out on paper or print it to send in the post
• •copy and paste it into an email or web form
• •pass on information from the heat network supplier to you
• •ask you to contact the heat network supplier yourself
• •give you emergency heating like a portable heater
• •give you a refund on your heat bills
• •if outages happen several times in a certain period of time
• •if you’re considered vulnerable and your heat network supplier doesn’t give you emergency heating
• •wear extra layers of clothing - especially socks and slippers
• •use hot water bottles, heated throws or electric blankets if you have them
• •move around and gently exercise, if you can
• •use a portable electric heater - although these can be expensive to use

Practical guidance

• •Source: [If there’s a problem with your heat network](https://www.citizensadvice.org.uk/consumer/energy/energy-supply/problems-with-your-energy-supply/if-theres-a-problem-with-your-heat-network/)

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