Our Solution

We took immediate ownership of the issue, starting with a full Statement of Account (SOA) download and a thorough review of the client’s payments. We contacted EDF directly to verify the balance and requested the credit be refunded.

When the promised refund didn’t arrive, we escalated the matter, persistently chasing EDF for accurate SOAs and challenging inconsistencies in their data. Meanwhile, the client raised further concerns that a duplicate payment had been made — suggesting the true credit could be more than double what EDF had acknowledged.

Rather than relying on conflicting figures, we committed to a line-by-line forensic reconciliation of the account. This detailed review allowed us to identify duplicate payments, trace mismatches between EDF’s portal and their internal records, and build an accurate picture of the balance owed.

Addressing Legalities and Social Housing

Later in the project, Data Energy participated in discussions around the legalities of heat supply for social housing units, specifically focusing on how to recover costs from subtenants. Data Energy provided an example Heat Supply Agreement, ensuring compliance with relevant regulations and providing guidance to protect the interests of all parties involved.

Ongoing Support and Energy Conservation

In 2023, Data Energy continued its support by completing a follow-up audit. This time, the focus shifted to Energy Conservation Measures, further refining the heat network for greater efficiency.

Debt Collection Service Implementation

Recently, we implemented an enhanced debt collection service, working directly with debt collectors to recover outstanding debts. This system bypasses the managing agent, saving them time and hassle while ensuring timely recovery of unpaid bills.

The Impact

Thanks to our relentless commitment to service and transparency, we resolved the issue without unnecessary stress on the client. In recognition of our efforts, we were proud to receive a 5-star review from the property manager—a testament to our dedication and the trust we build with our clients.

The Challenge

The property manager needed us to work directly with the energy supplier to update the supply address and correct the meter serial number on their billing system, ensuring the client could settle their accounts accurately.

This required a high level of precision, consistent communication, and, above all, transparency to resolve the issue swiftly and without any further disruptions.

The Impact

Our involvement allowed the client and managing agents to focus on their core responsibilities, knowing that the situation was being handled with integrity and attention to detail. By taking full ownership of the supplier communication and overseeing every step of the resolution, we minimised the burden on the client and ensured a smooth, transparent process.

Thanks to our relentless commitment to service and transparency, we resolved the issue without unnecessary stress on the client. In recognition of our efforts, we were proud to receive a 5-star review from the property manager—a testament to our dedication and the trust we build with our clients.

The Challenge

DMG arrived onsite for routine electrical maintenance at 8AM. The electrical engineer immediately reported the flooded energy centre due to burst bellows on the pump set, which affected all blocks.

A multiskilled team of Engineers arrived onsite within the hour to start the pump out of the energy centre could begin.

Whilst the pump out was being carried out, the senior contracts manager contacted all suppliers for stock and delivered the parts to site so the faulty bellows could be replaced.
By 6pm the engineers had installed the new bellows but remained onsite until the early hours to carry out the essential filling and venting.

Overview

Set across 150 acres of countryside in the heart of Nottinghamshire, Springvale Park is a residential resort for the over 50’s, home to a variety of luxury holiday lodges and park homes. Following completion, the Park Operator, Springvale Park Homes, appointed Data Energy to provide metering and data collection equipment to around 20 high spec mobile homes.

Springvale Park benefits from communal gas, electricity and water supplies. Instead of localised utility meters, each service is generated in a central location, and distributed for use across numerous homes.

Electricity is currently imported from the grid, however there are plans to use electricity generated onsite by an anaerobic digester, located approximately half a kilometre from the holiday park itself. This innovative solution provides renewable electricity (and soon heat) for residents to enjoy in abundance, giving the operator an additional revenue stream.

The Requirement

Springvale Park Homes required a fully automated data collection and bill generation service, to provide residents with consistent, accurate utility billing. The client also specified the need for an online platform where residents can make payments and manage their energy consumption.

Our Solution

WE installed a LoRaWAN gateway to wirelessly record consumption from the communal utility meters onsite. This solution allows consumption data to be transmitted remotely to our DataCollector software, which then processes the data and updates individual balances on our customer portal.

Each resident has been provided with access to our customer portal, which provides complete control over budgeting and managing energy consumption. Accessed anywhere from any device, the portal allows users to view real-time consumption, make payments, review energy spend and current balance.

Impact

Our structured delivery of a fully automated data collection platform and customer portal provided residents with complete control over their utility supplies. This resulted in reduced demands made on the Park Operator.

I have used Data Energy to broker energy supplies for several years. The Company and staff members go way beyond the service that we would expect to receive, and do receive, from other suppliers.

The Company provides accurate brokerage which we can consistently rely upon to provide the best budgeted figures for our residents and provide technical assistance that we have used on many occasions to resolve issues and problems on site.

We also use Data Energy to provide metering and billing services. I cannot think of any time when the Company has provided anything other than excellent services, reports and technical support and has often been able to save our clients and residents financially.

Consistently professional with a friendly contingent of excellently trained staff. I would not hesitate to recommend Data Energy for all the above very good reasons.

Graeme Riches

Head of Residential Block Management

Strettons

What you want in a partner relationship is reliability, technical competence, and excellent communication – and Data Energy fits that description. Our work can involve unforeseen challenges that can be both technically complex and sensitive, and where expert advice is essential to meet technical compliance or complicated legislation.

One such example occurred this year, when we sought the help of Data Energy to guide us through a minefield of statutory and mandatory regulations, all of which pertained to one of our ongoing developments. Using a clinical and methodical approach, Data Energy revealed to us where aspects of the works were yet to fully agree with certain regulations, giving us time to review options and to decide on practical solutions that would avoid negative repercussions.

Within property development, the advent of heat networks presents a new challenge. There is a lot to learn and across our project teams we find consultants still learning about the optimal application of these installations, which intend to yield green, cost-effective solutions to our customers. As a consequence, the world is still waking up to the benefits of heat networks, and some parts of legislation are yet to reflect the technological progress that has been made. Data Energy have shepherded us through what could easily have been an arduous and costly exercise, and I would have no hesitation in recommending their service offering to others.

Ben Hunt

Associate Director (Development)

Countryside Properties

As any managing agent knows, a potential pitfall in handovers is that there can be copious amounts of associated technical literature that needs to change hands between the developer and managing agent. To minimise disruption and make the handover seamless, we have formalised tried and tested handover procedures that ensure the process is executed in an efficient, trouble-free manner. As a property manager, one has to accept the fact that technologies and regulations can change, and it is crucial to remain sensitive to alterations that may impact the management of the building itself or its residents.

As an established property manager, for example, I have a wide experience of installations and building solutions; however, I am not a specialist in every area. As a result, it can happen that we will take responsibility for an installation without having complete technical knowledge of what might apply regarding the development’s assets, and Streatham Hill is no exception, particularly with regard to the equipment installed in the wake of the tragic events at Grenfell Tower. For instance, the Energy Centre at Streatham Hill was fitted with a state-of-the-art Argonite fire suppression system, which is designed to prevent fires becoming established in enclosed spaces. This technology was completely new to us, but the team at Data Energy used its expertise to guide us through the function and operation of the system. In addition, the Data Energy team explained to us the heat metering platform that allowed for the recharging of residents for their respective heat use. Crucially, these highly complex heat networks are being utilised more and more frequently in large residential developments, primarily because of the Heat Network (Metering and Billing) Regulation 2014 and the European Union’s Energy Efficiency Directive, both of which are major examples of environmental legislation that are driving change in the property sector.

Data Energy have proven themselves to be invaluable, and it wouldn’t be an overstatement to say that it was a godsend to have them as our guide in this instance. Consequently, I would not hesitate to recommend them to other managing agents who are facing similar challenges. With the support of Data Energy, we are able to undertake our responsibilities with the confidence that we are giving our residents the best service and value that money can buy.

Sam Goold

New Schemes Manager

Trinity Estates

A Crest Nicholson development of 89 apartments, Bond House looks out over the London city skyline and is located only minutes from New Cross Station. An exemplar of contemporary living, Bond House is appointed with all the latest in domestic technology.

When we were awarded the contract to take responsibility for the management of Bond House, we knew nothing could be left to chance. In fact, we had to ensure that our contractors could be relied upon to deliver the kind of service that would encourage full occupation in a very short time frame. Of particular concern was the complex utility recharge arrangements that were in place.

A crucial part of our responsibilities as the Managing Agent was recharging residents for their heating, cooling, and hot water requirement, a responsibility made more complex by the fact that the Heat Networks Regulations demands that the freeholders recharge residents based on consumption and not on their service charge percentage.

Thankfully, our long-term relationship with Data Energy (comprising collaborations on multiple schemes across our portfolio) told us that they would have no issue in billing residents on up-to-date metering information – and we were proved correct.

Data Energy used their expertise to harness the onsite technology to allow for the recharge procedure to take place without hassle or disruption for all stakeholders. The Data Energy staff make a point to ensure that no resident is confused about their usage or charges, and even offer energy saving tips too.

We would again like to publicly praise Data Energy for implementing yet another effective, hassle-free recharging solution.

Carl Warland

Block & Portfolio Management Director

Kinleigh Folkard & Hayward

Located in Colindale, London, our Silver Works development consists of 227 units supplied by heat network, with usage measured via heat meters and recharged to residents.

We hired Data Energy to provide metering and billing services to all 227 units. To provide flexibility for our residents, Data Energy recommended that 190 units operate on a credit basis, while the remaining 37 units operate on a pay-as-you-go basis.

Data Energy supplied and commissioned the IKW02 prepayment system and now manage the PAYG element of the development, where residents are able to pay for their heat via a corner shop facility. Data Energy then pass this cash over to the Managing Agent who in turn pays the gas bill.

For credit account customers, bills are raised quarterly and issued to the residents who then make payment to Data Energy. Data Energy collect the funds and again pass these over to the Managing Agent.

From the outset, Data Energy provided a highly structured plan, which has ultimately enabled us to deliver an excellent service to residents and to comply with the obligations under the Heat Network Regulations.

I was particularly impressed by Data Energy’s billing platform, which enables accurate and detailed information to be rapidly sourced.

The performance of Data Energy has reflected positively on Galliard Homes and we would have no hesitation in recommending their services to other Managing Agents looking for heat network solutions

Nasser Waris

M&E Manager

Galliard Homes