You know that moment when you call a company and sit… and wait… and wait? Now, there’s a better way.

With our new callback feature, you can hang up – and we’ll hold your place in the queue for you. As soon as it’s your turn, we’ll call you back.

Think of it like taking a ticket at the deli counter: you keep your spot, even if you walk away. No need to stay glued to your phone.

Just call 01279 810 119 and press 2 to opt in. Easy, automatic – and no risk of losing your place.

Like to pay your bills in regular, manageable amounts? Then why not set up a standing order? 

This option means you stay in control:

• You choose the amount
• You choose how often
• Payments come straight from your bank

Each payment goes towards your account balance, helping you build credit and avoid unexpected bills. Think of it like topping up a travel card – pay a little, stay in control, avoid a big bill at the end.

To set one up, just use the bank details shown on your bill in your banking app. You can cancel or adjust it anytime.

Picture this: it’s 28°C outside, your fan’s on full blast, and the dishwasher’s running after dinner. It might feel like a normal summer evening – but those little choices can all nudge your bill upwards.

Here are some small swaps that make a big difference:

Keep curtains or blinds closed during the day
Blocks out the heat and keeps rooms cooler naturally.

Use fans instead of relying on heating systems for hot water
Fans use far less energy – especially if you’re only cooling one room.

Run big appliances in the evening
Your dishwasher and washing machine work harder in the heat. Running them later helps ease the load – and your usage.

Shorter, cooler showers
Refreshing, and reduces hot water demand.

Set appliances to eco mode

It really works – even shaving a few % off adds up over time.

Little changes = big savings.

“Why am I getting a bill when I’m not using heating?”
Your bill includes hot water usage and standing/admin charges, which apply all year round – even when heating is off.

“Can I turn my system off in summer?”
We recommend switching to ‘eco’ or ‘summer’ mode rather than turning it off completely. This keeps the system ticking over and avoids issues later on.

Stay informed and explore everything from resources and insights to company news, all in one place.

Introducing Single Sign-On (SSO) – a simpler, faster way to access your account

From 12th May 2025, we’ve made it easier for you to manage your utility account and get support online.

What is SSO?

Single Sign-On (SSO) is a streamlined and secure login process to give you access to our Customer Portal and Help Centre.

What’s Changing?

You can now use just one login (your Customer Portal login) to access both:

– The Customer Portal – where you view your bills, payments and account details.

– The Help Centre – where you can find answers to common questions or contact support.

This means no more remembering multiple usernames or passwords. Just one secure login for everything.

What do I need to do?

If you already have a Customer Portal account, you’re all set. The next time you login using your existing details, you’ll be able to access the same features, as well as our Help Centre in the same place.

– Simply go to the Customer Portal and log in as usual.

– Click the Help Centre button at the top.

– You’ll be taken straight through – no second login needed.

What do I need to do if I don’t have a Customer Portal account?

Let’s make life a little easier for you…

Simply set up your Customer Portal to get the best out of your Help Centre experience.

Want to track your questions and queries? You’ll need a Portal account to do that.

With the Portal, you can see your energy use, check past bills, make payments and more—anytime, anywhere.

It’s quick to set up! Just follow the link on your latest bill or get in touch—we’re happy to help.

One Login, Loads of Benefits

Use your Customer Portal details to make things simpler, faster, and more secure.

– Easy access – One login gets you into both your Customer Portal and our Help Centre.

– Less to remember – Fewer usernames and passwords to juggle.

– Stay secure – Centralised login means stronger protection for your information.

If you use the Help Centre login directly, you’ll be redirected to the Customer Portal first – just log in and you’ll land back where you left off.

This update won’t affect most users — but it does make things simpler if you ever use both platforms.

Need help?

Our friendly Customer Care team is here for you:

– Call us on 01279 810119 (Mon–Fri, 9am–4pm)

– Use live chat or submit a support ticket

– Visit the Residents Hub for more help

How-to Help from Data Energy

Need help reading your meter? Want to know how your bill is calculated? Our Help Centre has clear guides that walk you through everything from topping up to troubleshooting.

Popular article: How do I create a Customer Portal account?

Industry Pulse: Why it Matters to You

Smarter Meters, Better Service

Ofgem’s new rules mean tighter standards — and we’re already ahead of the curve with smart tech that keeps your billing accurate and your energy usage efficient.

Managing your utility billing is even more convenient and streamlined with our Customer Portal. Check your metering data, view and pay your bills and more useful tools available at your fingertips.

Haven’t registered yet? Don’t miss the benefits of easy billing management!

We’re proud to share that we are now a member of the Contact Centre Management Association (CCMA) — the UK’s leading network for customer service professionals.

This membership supports our ongoing focus on delivering excellent service by keeping our team up to date with the latest insights, training, and best practices in customer experience.

It’s one more way we’re working to make every interaction even better for you.

Live Chat

Instant answers from a real person (no hold music!) Look out for our Live Chat icon in the Help Centre.

EDEN, Your Virtual Assistant

Smart support, anytime. Visit our Help Centre to find out more and chat to EDEN.

Help Centre

From setting up your portal account to understanding your bill, our Help Centre is packed with practical guides and support articles. Plus quick answers at your fingertips with our easy-to-use FAQs.

Call Us

Phone us on 01279 810119. Our friendly Customer Care team is ready to help.

Let’s get started!
Who is your Heat Supplier?

Your heat supplier is the organisation responsible for providing your home with heating and hot water through a heat network. Unlike traditional energy suppliers that deliver gas or electricity, heat suppliers operate and maintain a centralised heating system that distributes heat to multiple homes or buildings.

Their responsibilities include:

How is a Heat Supplier Different from an Energy Provider?

– You can’t switch heat suppliers like you can with gas or electricity.

– Costs are based on shared infrastructure, not individual delivery.

– Ofgem’s new regulations will bring in clearer pricing and service guarantees.

Not sure who your heat supplier is? Check your tenancy agreement, leasehold documents or heating bills.

Why Ofgem Regulations Matter to You Currently

Currently, heat networks are not as strictly regulated as other utilities, butupcoming Ofgem regulations will ensure an overall alignment with other utilityregulations. Residents in heat network properties have faced issues like unclearbills and service interruptions. Ofgem’s new rules are designed to fix this.

What’s Changing?

The changes in more detail

Back-Billing Restrictions

Heat suppliers may no longer bill customers for energy used beyond the previous 12 to 18months, except in cases where the customer is at fault (e.g., tampering with a meter) or under specific regulatory exceptions. This protects residents from unexpected or unfairly large bills.

– You’ll have peace of mind knowing that old billing errors or delayed charges can’t be backdated indefinitely.

– If errors are identified, you’ll only be billed for a limited, manageable period, ensuring greater financial certainty.

Tariff Change Notification

Suppliers must notify customers at least 30 days before increasing energy tariffs. If a supplier fails to notify residents, they must follow specific processes under Ofgem’sguidance to correct this oversight.

– You’ll receive advance notice of any price increases, giving you time to plan your budget or query the changes.

– Heat suppliers will be held accountable for keeping residents informed about changesto tariffs, ensuring greater transparency.

Tailored Support for Vulnerable Customers

Vulnerable customers will receive enhanced protections, building on existing schemes like Heat Trust’s priority services. This includes tailored assistance, such as early communication about issues, financial support, or access to emergency heating provisions.

– If you or someone in your household is classed as vulnerable, you’ll have access to improved services designed to meet your specific needs.

– Enhanced protections will ensure that vulnerable residents are prioritised during outages or other service issues.

Digital Platform for Regulation

Ofgem is developing a digital platform to improve oversight of heat networks. Heat suppliers will need to report key performance indicators (KPIs) regularly, such as response times to complaints, refunds, or unplanned outages.

– Your heat supplier will be monitored more closely, ensuring better accountability and quicker responses to issues.

– The platform will provide clear metrics on your network’s performance, giving you greater insight into service reliability.

Ofgem’s Step-In Rights

Under the new regulations, Ofgem will have the authority to intervene if a heat supplier fails to meet obligations or goes out of business. This includes taking over operations temporarily or overseeing a transition to a new supplier.

– Your heat supply will be safeguarded even if your current supplier faces financial or operational difficulties.

– Ofgem’s intervention ensures that heat services remain uninterrupted, protecting you from potential disruptions or confusion during supplier changes.

What These Changes Mean for Residents

The upcoming regulations place residents at the centre of heat network reforms. By prioritising fairness, transparency and reliability, these changes aim to provide you with:

– Greater Clarity: clearer bills and pricing structures.

– Better Protections: enhanced support for vulnerable residents and safeguards against service failures.

– Improved Service: reliable heating and hot water, with greater accountability from suppliers.

These regulations will modernise heat networks, ensuring they deliver the quality of service residents expect. Stay informed about updates from your heat supplier and Ofgem to make the most of these changes.

Challenges Ahead for Heat Suppliers

Implementing these regulations isn’t easy. Suppliers must:

– Upgrade infrastructure to meet new standards.

– Ensure compliance with Ofgem’s rules.

– Educate residents about their rights and new protections.

What This Means for You:

– Short-term disruptions may occur as suppliers make upgrades.

– You’ll have better insight into how your heat network operates.

How Ofgem’s Heat Network Regulations Affect You

As a resident, you’ll notice key improvements:

✔️ Simpler bills – easy-to-read breakdowns.

✔️ Fewer interruptions – stricter maintenance rules.

✔️ Faster dispute resolution – clear complaints processes.

Key Dates for Ofgem Regulations

2025 – Regulations finalised; heat suppliers begin preparations.

2026 – Full compliance deadline.

What You Can Do Now: Check your heat supplier’s updates on how they’re preparing. Understand your rights under the new rules.

More information and useful links:

Ofgem Support

Find advice if you need extra help, have difficulties with your energy supply or want to complain. Save money and get greener with your energy use with our tips on switching, government grants, benefits and energy efficiency schemes.

Visit the Ofgem website.

Get help if you cannot afford your energy bills

Find out where to get help if you’re worried about paying your electricity or gas bills here 

What is Heat Trust?

Heat Trust is an independent body that sets high service standards for heat suppliers. If your supplier is Heat Trust-registered, you’ll get extra protection.

Check if your supplier is a Heat Trust member here.

Heat Trust ensures

– Billing transparency & fairness

– Reliable service & systemmaintenance

– Independent dispute resolution

Help Centre is Live!

You may have already spotted our new Help Centre in the Resident’s Hub. It’s your go-to place for quick answers to all those common questions – whether you’re curious about how billing works or want to understand your tariff.

• 100+ FAQs are already there to help you. Simply use the search tool to find what you need!

• We’re always adding new updates to ensure you have the answers you need, so keep an eye out for even more useful information coming soon.

Say Hello to EDEN – Our New Digital Assistant

We’ve joined forces with the latest tech to bring you EDEN, our AI Digital Assistant!

Available 24/7 via the Help Centre, EDEN is ready to answer your questions anytime, day or night, through our live chat feature.

Welcome to the team, EDEN!

Meet the Customer Care Team

Our wonderful Customer Care team has grown this year, with two new team members joining in October.

We are pleased to have such a wonderful team on board, ensuring our customers are always taken care of and your questions are fully resolved.

Let’s introduce a few of our team members and share their thoughts on why they enjoy working at Data Energy’s Customer Care team, and what is the most asked question from our customers.

Danielle – Senior Customer Care Adviser

“Helping customers is rewarding. I didn’t know what a heat network was before joining, so I understand why some customers get confused!”

Most-asked question?

“Why did I get a bill from Data Energy?”

Answer: We’re your metering and billing agent. You can find out more in our FAQs.

Visit the Help Centre

The Help Centre is our a streamlined online resource designed to make managing your utilities simple, fast and stress-free. Whether you’re looking for quick answers or expert support, the Help Centre has you covered.

Visit the Help Centre

The Help Centre is our a streamlined online resource designed to make managing your utilities simple, fast and stress-free. Whether you’re looking for quick answers or expert support, the Help Centre has you covered.

What Can You Do in the Help Centre?

Search FAQs: Got a question? Just type it in the search bar and find instant answers.

Browse Categories: Explore a wealth of helpful articles, from understanding heat networks to PAYG advice, all continuously updated to keep you informed.

Expand Your Knowledge: Empower yourself with clear, straightforward guidance on managing your utilities.

Stay Connected Anywhere

The Help Centre is fully optimised for mobile use, so you can access it on the go. Need to talk? Connect with our advisers via email or live chat, all without logging into the main site.

Personalised Support, Simplified

Submit support tickets, attach photos or documents, and track all your past interactions in one place. Plus, every development has a dedicated Customer Care adviser for a truly personal touch.

Prefer a Chat?

Our friendly advisers are just a phone call away. Whether you need help with billing or tariff questions, we’re here to listen and assist, Monday to Friday, 9 am–4 pm.

Access the Help Centre now via the Residents Hub at dataenergy.co.uk/residents, or give us a call at 01279 810 119.

Thank you for being part of the Data Energy community. 

The Data Energy Team

Need Help?

Our dedicated customer support team is always here to assist. For questions about your system or billing, visit dataenergy.co.uk/residents or call 01279 810 119.

Your Home is Connected – Smarter Energy, Better Living

Discover the future of energy with your home’s heat network.

Designed for efficiency, convenience, and sustainability, your heat network provides instant access to heat and hot water while supporting the UK’s journey to net zero. But how does it all work, and what can you expect as a resident? Here’s everything you need to know.

What is a Heat Network?

A heat network is an innovative, low-carbon system that delivers heat and hot water to multiple apartments from a central energy hub. No need for individual boilers—your Heat Interface Unit (HIU) seamlessly supplies your home with heat through a smart, metered system.

Why Choose a Heat Network?

Heat networks aren’t just about convenience; they’re about creating a sustainable future. These systems lower carbon emissions, streamline heating for large buildings, and offer financial and environmental benefits.

How Will You Be Charged?

Your energy usage is metered for transparency and fairness. Charges include:

• Standing Charge: Covers the fixed costs of running the network.
• Variable Charge: Based on the heat and hot water you consume.
• Admin Charge: For metering and billing services.

Manage Your Energy Anytime

Stay in control with Data Energy’s Customer Portal. Pay bills, provide meter readings, or explore energy-saving tips—all in one place. Prepayment meter? Top up online, by phone, or at PayPoint locations, effortlessly!

Need Help?

Our dedicated customer support team is always here to assist. For questions about your system or billing, visit dataenergy.co.uk/residents or call 01279 810 119.

Switching to a heat network isn’t just an upgrade in technology—it’s an upgrade for a greener, smarter lifestyle. Learn more and explore our resources today!

During these challenging times we all want to save money on our energy bills. Here are some handy energy-saving tips to help.

3. Don’t block radiators

Make sure there’s nothing blocking radiators, such as furniture or heavy curtains. Keeping space in front of radiators open will allow heat to spread into the room effectively.

6. Install a water efficient shower head

You can considerably reduce your hot water consumption by replacing an inefficient shower head with a water efficient model. It’s estimated that a typical household could save around £45 on their gas bills and £25 on their water bills by switching to a water efficient shower head.

9. Invest in smart devices

Smart devices, such as in-home displays, encourage households to make informed decisions towards reducing their energy use, avoiding waste.

12. Change habits, control your bills

Regularly monitor your bills to see how much energy you’re consuming. Try setting yourself challenges to lower your consumption before your next bill comes in. Regularly checking how much you spend on energy will determine how effective these energy saving tips are. Once you get used to implementing these small changes, they will become second nature and saving money on your energy bills will seem easy.

During the energy crisis, various schemes were introduced by the government to support businesses, charities and the public sector with their energy bills. We take a look back on previous schemes that supported heat network customers, and what happens next:

EBRS Energy Bill Relief Scheme:  01/11/2022 – 31/03/2023

For all eligible supplies (including Landlord’s gas and electricity supplies), an automatic reduction would have applied to the qualifying energy bills during the applicable period. No registration required.

The discount was in p/kWh and was a considerable amount, although the reduction would vary across different tariffs and contracts. For more information, please visit the government website

https://www.gov.uk/guidance/energy-bill-relief-scheme-help-for-businesses-and-other-non-domestic-customers

EBDS Energy Bill Discount Scheme: 01/04/2023 – 31/03/2024

This scheme took over the EBRS on 01/04/2023 and ran until 31/03/2024. For all eligible supplies, a baseline discount would have provided some support to businesses. As with the EBRS, this discount was automatically added to qualifying energy bills by the supplier.

Further support was provided to Heat Network customers. To obtain this support, the heat supplier would have been required to apply for the discount. The final deadline to apply for the discount was 31/03/2024. This was a legal requirement for all heat networks, whether they feel they are eligible or not, and fines may apply if this was not completed. For more information, please visit the government website: https://www.gov.uk/guidance/energy-bills-discount-scheme

What happens next?

Heat suppliers should continue to pay their energy bills as normal. If it is confirmed that their heat network is eligible for further discount, the energy supplier will backdate this to 01/04/2023 and amend the charges accordingly, taking into account any payments that have been made.

Once the heat supplier has received their discount, they are required to pass this onto end users within 30 days. Please visit this link for more information on passthrough requirements – https://www.gov.uk/government/publications/pass-through-requirements-for-energy-price-support-provided-to-intermediaries/guidance-on-the-energy-bill-relief-scheme-pass-through-requirements-for-heat-networks

There are currently no replacement schemes lined up following the end of the EBDS, as wholesale prices continued to settle last year. Data Energy remains focused on keeping uptodate with the latest energy news, and always happy to process any relevant schemes on behalf of our clients and their residents.