Over the coming weeks and months, you may notice a few changes to the way we look.

We’re busy making improvements behind the scenes to make it easier for you to find information, manage your account and get the support you need and expect.

So, you’ll start to see a fresh new look across our website, emails and online services.

But while our appearance is changing, one thing isn’t.

You’ll still receive the same friendly support from the same team, with the same commitment to helping you understand your bills and manage your account.

We’ll keep you updated as we roll out these improvements, and we hope you’ll enjoy the new experience.

We look after more than 200 developments

We help look after communal heating and hot water systems in more than 200 developments across the UK, working with building managers to keep things running smoothly.

We serve more than 20,000 residents

From billing and meter readings to answering your questions, we’re here to make managing your energy account as simple and straightforward as possible.

We’re rated “Great” on Trustpilot with 4.5/5 ⭐ 

We’re proud of the service we provide, and we’re always listening to your feedback so we can keep  improving.

Your feedback really matters to us. Every review helps us understand what’s working well and where we can make your experience even better.

Big news! We’ve now launched a brand new Instagram page for you!

It’s your newest home for quick tips, helpful updates, behind the scenes content and some fun.

Follow us for:

• • Billing and account tips

  • Common resident questions

  • Service updates

  • Heat network news and guidance

  • Useful information about managing your energy account

  • and more!

Come and join our community and say hi. We’d love to see you there!

Whether you’ve just moved in or have been with us for years, some questions come up time and time again. Here are three of the ones we hear most often.

How is my tariff calculated?

Wondering what makes up your bill? Your tariff is usually made up of three parts:

• • Unit Rate – what you pay for the energy you use

  • Standing Charge – a daily charge that helps cover the operation of your communal heating system

  • Administration Fee – covers billing, meter reading and customer support services

Your tariff is approved by your Building Owner or Managing Agent and is usually reviewed annually.

👉 Read the full article here.

How do I create a Customer Portal account?

Your Customer Portal gives you everything you need in one place. Once you’re registered, you can:

• • View bills and letters

  • Make payments

  • Track your energy usage

  • Submit meter readings

  • Update account details

You’ll need your PayPoint number and PIN, which can be found on your bill.

👉 Read the registration guide here.

Who’s responsible for what in my building?

Not sure who to contact? You’re not alone.

Different organisations look after different parts of your building.

• • Building Owner / Freeholder – owns the heat network

  • Managing Agent – manages the building day-to-day

  • Data Energy – manages billing and customer support

  • Leaseholder – responsible for utility charges under the lease

👉 Read the full guide here.

The Government is continuing its plans to introduce Ofgem regulation for heat networks.

The aim is to provide residents with protections similar to those already available to gas and electricity customers, including clearer billing information, stronger customer service standards and improved complaint handling processes.

While the regulations are being introduced in stages, we’ll be here to help you understand what they mean every step of the way.

We’ve launched a new series on our website and Instagram, breaking down the new regulations into simple, easy-to-understand guides. We’ll explain what each change means, why it matters and, most importantly, what it means for you as a resident.

👉 Read the first blog here.

If you have a disability, long-term health condition, accessibility needs, or are experiencing circumstances that make managing your energy account more difficult, you may be eligible to join our Priority Services Register.

You may be asked to provide evidence to support your application.

Read our Vulnerable Residents Policy and find out how to register here.

It’s now easier than ever!

At Data Energy, we want you to have simple, straightforward control of your utility account.

That’s why we’ve improved the way you can let us know when a tenant moves in or out.

Instead of sending emails, making calls or completing online forms, you can now do it quickly through your Customer Portal. The new form takes just a minute to complete and helps us update your account faster. Once you’ve submitted the form, our team will update the account and process the change for you. 

To ensure uninterrupted service, please begin using the new form as soon as possible. After 10 August 2026, the previous form will no longer be available.

Don’t have a Customer Portal account yet? 

You can register here.

All you need is your PayPoint number and PIN, from the first page of your bill. Once you’re set up, you’ll be able to manage your account, make payments and view your bills and consumption anytime.

Working behind the scenes for you.

While you might not see it, we’re always looking for new ways to improve your experience as a resident.

That’s why our team attended The Property Institute (TPI) Annual Seminar earlier this summer.

It gave us the chance to talk to Property Managers and learn about the latest industry developments, upcoming heat network regulations and new ideas that can help us deliver an even better service.

Every conversation and insight helps us stay ahead of change, so we can keep you informed, improve the support we offer and make managing your account that little bit easier.

Take a look at our behind-the-scenes video and see what we got up to.

👉 Watch the video.

We’re proud to be rated ‘Excellent’ with **4.5 out of 5 starts on Trustpilot**, with more than 870 reviews from residents and customers across the UK.

Residents regularly tell us they value our clear communication, friendly support and helpful team.

From praising team members like Chloe, Taya, and Sara, to our general service and approach, here are some excerpts from satisfied customers:

⭐ **”Calm, kind and knowledgeable.”**

“I was confused about my account and usage, but everything was explained so clearly that all my confusion disappeared.”

– Yasmin, June 2026

⭐ **”Exceptionally helpful and professional.”**

“The support I received was reassuring, helpful and professional throughout.”

– Paul, June 2026

⭐ **”Quick, clear and reassuring.”**

“My enquiry was followed up promptly, with clear communication and regular updates throughout.”

– Dan, April 2026

👉 Read more reviews on Trustpilot.

You can access your account 24 hours a day through our Customer Portal.

Once registered, you can:

• • View and download bills and letters

  • Track your energy usage

  • Make payments online

  • Submit meter readings

  • Update your account details

  • Check your balance and payment history

If you haven’t registered yet, you’ll find your PayPoint Number and PIN on your latest bill.

👉 Register for the Customer Portal.

Did you know?

During the summer, your heating may be switched off, but your hot water is still working hard.

For many homes on a heat network, hot water becomes the biggest part of their energy use during the warmer months and a dripping hot tap can waste thousands of litres of water over a year!

The good news? A few small changes can help keep your energy use under control:

• • Keep showers shorter where possible

  • Wait until you have a full load before using dishwashers or washing machines

  • Fix dripping hot taps promptly

  • Avoid running hot water unnecessarily when cold water will do

A few small habits can make a real difference by the end of summer.

👉 Visit our Help Centre for more energy-saving advice.

If you  have any questions, please contact us through the Help Centre or give us a call on 01279 810 119.

You can also submit a ticket here.

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

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