Please click on the question that you would like to view from the list below.

Frequently Asked Questions

(1) What does my bill include?

(2) How is my consumption calculated?

(3) How is my tariff set?

(4) How often will you read the meter?

(5) How do I read my energy consumption?

(6) How often will I receive a bill?

(7) What is included in the communal facility charge?

(8) Can all customers use the online payment facility?

(9) How long does it take to set-up a direct debit?

(10) When are your payment lines open?

(11) Will my heating be switched off if I run out of credit?

(12) What happens if my Direct Debit fails or is not sufficient to cover the energy cost?

(13) If you turn off my heating unit due to non payment will you charge me a reconnection fee to turn it back on?

(14) How often is my tariff reviewed? And where can I find information about my current tariff rate?

(15) How do I lower my consumptions as I’m unable to pay my bills? Can I turn the heating unit off?

(16) Can I change my gas supplier?

(17) What should I do if I have problems with my heating or hot water supply?

(18) What rate of VAT is charged on the Communal Facility charge?

(19) What rate of VAT is charged on energy?

(20) I would like to pay using PayZone how do I request a card and how long will it take to arrive once requested?

(21) How do i request a replacement PayZone card?

(22) What does a heat unit equate to?

(23) I would like to pay equal monthly amounts throughout the year rather than paying less in the summer and more in the winter. Can you spread the annual bill out so I pay the same each month?

(24) I’m moving out of the property and there is credit remaining on the energy card, can i be refunded for this?

 

(1) What does my bill include?
Your bill may include the following:

  • Heating & hot water
  • Cold water (Only when a cold water meter is installed within the dwelling and connected to the Evinox system)
  • Cooling (When present)
  • Electricity (Only when an electricity meter is installed within the dwelling and connected to the Evinox system)
  • A communal facility charge (Where applicable)

(2) How is my consumption calculated?
Within each heat interface unit, our in-built energy meters accurately monitor and record the energy used to provide heating and hot water for each dwelling in the communal heating system. This provides actual heat consumption figures for each home.

(3) How is my tariff set?
We employ a proportional billing system, which is based on proportioning the cost of running the system to ensure each resident only pays for the percentage of the total energy bill that they have used.

The tariff is set by totalling the operating cost for the building/scheme for each billing period and dividing by the actual consumption of each home during the same billing period to convert the consumption readings to a percentage of the total cost.  The cost for each home can then be calculated. Please refer to our Fair Tariff Policy for further information.

(4) How often will you read the meter?
The meters are read remotely and the consumption figures will be downloaded from your building daily.

(5) How do I read my energy consumption?
You can read your energy consumption via the Room Controller in your home (Where fitted).
There are two types of Evinox Room Controller. You can identify the room controller fitted in your home from the images below:-

        

ModuSat UA10 Room Controller
Please refer to the ModuSat UA10 Room Controller User Guide 2551127 for further information.

ModuSat ViewSmart Room Controller
Please refer to the ViewSmart User Guide ModuSat TP 2551412, or ViewSmart User Guide ModuSat FS + TP with Buffer 2551408 for further information.

If you do not have an Evinox Room Controller fitted, you can read your consumption on the heat meter, which is connected to the ModuSat heat interface unit.

(6) How often will I receive a bill?

If you are a credit billing customer you will receive a bill quarterly, unless specifically detailed otherwise for your property. The bill will include the billing period dates, meter readings, amount of energy used for that period, the amount you have paid since your previous bill and your balance outstanding. The tariff rate will be displayed as excluding and including VAT and show any applicable communal facility charge. You can also view your account details at any time by registering to use our Online Customer Area or downloading our Web App.

If you are a pre-payment (PaySmart) customer you will not receive a usage bill, but you can view your account details, payment history and account balance by registering to use the resident’s area on this website.

(7) What is included in the communal facility charge?
The communal facility charge is specific to your lease agreement. It is charged daily and the cost is split equally between all residents. Things that may be included are:

  • The operation and maintenance of the central plant and the energy distribution network.
  • Maintenance of the heat interface unit, metering and controls located in the consumers property, but excluding radiators, valves and pipework.
  • Comprehensive service plan
  • The Standing Charge for all incoming utilities, e.g. gas and water
  • Billing and administration of the system.
  • Management and tendering for all required fuel to minimise the costs of running the system.

(8) Can all customers use the online payment facility?
Yes, all customers can pay online, but you must register on the website to use this service. Click here to register. Please note, if you are a Direct Debit payer, an online payment may not reduce the next Direct Debit if it is taken within 7 days of the date the next payment is due.

(9) How long does it take to set-up a direct debit?
It can take up to 15 working days for a Direct Debit to be set-up and the first payment to be received. In the meantime, you can make a payment via telephone or online if you wish to add credit to your energy card or meter account immediately.

(10) When are your payment lines open?
You can make a payment over the telephone on 01372 746537 Mon - Fri between 8am - 5pm. You can make a payment via our website 24hrs a day.

(11) Will my heating be switched off if I run out of credit on my PaySmart system?
If you run out of credit the PaySmart system will automatically turn off the heat interface and withhold heating and hot water unit until payment is made, and your account balance is under the Emergency Credit threshold.

Your room controller will notify you if you have run out of credit. We will also attempt to contact you to make a payment over the telephone (If you have supplied us with a contact telephone number) to bring the account into credit and to enable the energy supply to resume.

(12) I have a PaySmart system, what happens if my Direct Debit fails or is not sufficient to cover the energy cost?
Your energy usage will be monitored and if the payment fails or is insufficient to cover the energy being used we will attempt to contact you to make a payment over the telephone to bring the account into credit and to enable the energy to continue to be supplied. If the payment is not received the PaySmart system will turn off the heat interface unit until payment is made. You will be charged £10 for a failed Direct Debit; this is to cover administration costs.

(13) If you turn off my heating unit due to non payment will you charge me a reconnection fee to turn it back on?
No, there is no re-connection fee. The heat interface unit will automatically start up again once sufficient energy credit has been purchased.

(14) How often is my tariff reviewed? And where can I find information about my current tariff rate?
Your tariff is reviewed quarterly. Full details of your current tariff can be found in the “Customer Login” area of this website. You must register to view your details. Please refer to our ‘Fair Tariff Policy’ document for full details of how our tariffs are set and reviewed.

(15) How do I lower my consumptions as I’m unable to pay my bills? Can I turn the heating unit off?
The heating unit can be turned off using the Room Controller.

To minimise energy use you can set the system to “Anti-Freeze” mode, which disables the heating unless the temperature falls below the set 10°C. Alternatively the temperature settings can be turned down to a low setting for the heating and hot water to reduce consumption.

Please refer to our Room Controller User Guides for full instructions (UA10 Room Controller 2551127, ViewSmart User Guide ModuSat TP 2551412, or ViewSmart User Guide ModuSat FS + TP with Buffer 2551408)

(16) Can I change my gas supplier?
Because you are connected to a communal heating scheme it is not possible to change your gas supplier independently. With a communal heating system there is one gas supply for the whole building/scheme rather than individual gas supplies per dwelling.

However there are many benefits of being connected to a communal system such as lower running costs, enhanced service and a more environmentally friendly system.  Evinox Energy will ensure that the cost of energy remains competitive and comparable to conventional utility supplies. In addition to this, the gas supplier contract is reviewed annually and residents are welcome to talk to Evinox about supplier choice. 

(17) What should I do if I have problems with my heating or hot water supply?

If you are experiencing problems with your heating system please check the following items:

  • Check that the heating controls are set correctly so that they are allowing heat into your dwelling.
  • Ensure that your thermostat is set to a suitable level.
  • If there is a fire system in the building and it has been activated this may cut off the gas supply and could temporarily impact the service.
  • If applicable, check that the PaySmart system has available credit.
  • If you have run out of credit, you will need to make a payment. You can do this via the website, top up using your Payzone card at the nearest Payzone outlet, arrange a Direct Debit / Standing Order, or call our office on 01372 746537 to make a card payment. Your current credit balance can be found on your Room Controller. (Please refer to the UA10 Room Controller User Guide 2551127, or ViewSmart User Guide ModuSat TP 2551412, or ViewSmart User Guide ModuSat FS + TP with Buffer 2551408 for full information).

If you are still experiencing problems, the correct course of action depends on your Service Contract. You will either need to contact your Building Management Company to report the fault or call our billing department on 01372 746537 or our Service department on 01372 722 277. Please check your Service Contract.

(18) What rate of VAT is charged on the Communal Facility charge?
The VAT will be charged at the standard rate. The standard rate is currently 20%.

(19) What rate of VAT is charged on energy?
If we have received a Residential Certificate for your scheme the VAT charged for energy will be 5%. Otherwise the standard rate of VAT will be charged.

(20) I would like to pay using PayZone how do I request a card and how long will it take to arrive once requested?
Please call us on 01372 746537 to request a Payzone card and provide your details. You will receive your card within 3 working days.

(21) How do i request a replacement PayZone card?
Please call us on 01372 746537 to request a replacement card. There will be a £10 charge, and payment of this fee must be received before we dispatch the card. Once payment has been received your card will be with you within 3 working days.

(22) What does a heat unit equate to?

The price per kilo Watt hour (kwh) for heat is a direct calculation based on the charges received by Evinox from the gas supplier to operate the central heat source.

(23) I would like to pay equal monthly amounts throughout the year rather than paying less in the summer and more in the winter. Can you spread the annual bill out so I pay the same each month?

Yes, we can estimate your annual usage and agree a monthly direct Debit amount, aiming to keep your account in credit in the summer months with the extra credit that builds up being used to cover your energy use in the winter months. However this will be an estimate based on the size of your property and average energy usage. If at any point your payments are not sufficient to cover your usage we will contact you to request additional payment.

(24) I’m moving out of the property and there is credit remaining on the PaySmart system, can I be refunded for this?
Yes, we will refund any remaining credit balance. Please complete our online "Contact Us" form or call on 01372 746537 to inform us that you are moving out, we will need to verify your moving out date and meter reading before we complete any refund.