FAQs

We are a utilities billing solutions provider, supporting properties across the UK with Net Zero energy management and billing solutions.

We are not a supplier. We are a utilities billing agent, appointed and operating on behalf of your landlord.

Your bills will be based on the tariff below, that will run for the period from 1st August 2022 to 30th September 2023. Your tariff shows the utilities we are managing and billing for whilst you are living in your apartment. The tariff is made up of the unit rate and daily standing charges for those utilities.

The amount you will be charged will be based on your actual consumption, wherever possible. If we do not have an accurate meter reading, we will estimate your consumption based on historic data.

*Heat Tariff: 12.26p per kWh

Standing Charge: 57.97p per day

*Inclusive of heat efficiency

Your existing tariff will cover the period 1st August 2022 to 30th September 2023. You will receive further communication from us at the beginning of September 2023 on the details of an updated tariff, that will be effective from 1st October 2023.

Your bill will be backdated to 1st August 2022, or, from your move in date if you moved in after this date.

If you haven’t made any payments yet, you will have built up a debt balance and your bill will show the total amount you owe to date. Please get in touch with us to discuss your payment options.

For future payments, we recommend setting up a monthly payment plan via Stripe. You can do this via your online account. Alternatively, you can use the Pay Now button on your bill to pay off your balance in full.

We appreciate you may not have set up your online account with us yet due to delayed billing, therefore we will shortly be sending instructions on how to set this up.

Any previous payments made between 1st August 2022 and 31st July 2023 will be taken into account and allocated against your balance when producing your latest bill.

If you would like to pay your balance in full you can do so by using the payment link on your bill or by contacting the payments team on 0333 344 5293. Our phone lines are open Monday-Friday from 9am-5pm.

If you’d rather not call us, please visit our Contact Us page to find more ways to get in touch with us.

We have several payment options available, and our customer service team will be more than happy to support you with this. To make an appointment you can do so by booking a call with a member of the team and we can discuss a suitable payment plan.

We hold sufficient credit on your account to allow for future variations in consumption. If you hold a larger balance on your account, we’ll contact you to arrange a refund.

Once you have paid off your balance, you will receive regular, monthly bills for your monthly consumption. It’s important that you continue to maintain your monthly direct payments until you move out of the property.

If you’re yet to set up your monthly direct payment plan via Stripe, we will be emailing you with instructions on how to do so shortly.

Your tariff shows the utilities we are managing and billing for whilst you are living in your apartment. The tariff is made up of the unit rate and daily standing charges for those utilities.

*Heat Tariff: 12.26p per kWh

Standing Charge: 57.97p per day

*Inclusive of heat efficiency

The Heat Efficiency Factor applied to the bills relates to the losses within the system when the gas, purchased by the Landlord, is converted into heat using the boiler systems and network of pipes that deliver it to the apartments.

Like all heating systems, the boiler and the pipework inefficiencies mean that it takes more than 1kWh of Gas to deliver 1kWh of heat to your apartment. At the simplest level, the heat tariff is calculated to ensure that the Landlord can pay for the gas used to provide heat to the apartments. The HEF calculation is already built into the tariff for Spring Wharf.

Regarding your building, we have used average data to reach the percentage value that we charge; Based on our current data we believe that the 70% calculation is favorable to residents and the Landlord can request a formal review of this by a qualified heating engineer.

We appreciate the HEF calculations can be confusing, and we are in the process of conducting a review of the way we explain them on our bills which we hope to roll out later this year.

Spring Wharf’s system efficiency is significantly lower than the billed level with the Landlord subsidising the difference.

As we only bill for Heat, this subsidy would have been part of your electricity supplier.

While we work through the process of producing your new bill, there could be differences in the numbers you are seeing in your online account as the system updates. The system will reflect the correct details as of the 1st September 2023, unless otherwise instructed.

Your landlord will advise us of your move out date and we can issue you with a final bill soon after, which will allow you to make the final payment.

If you have already moved out, you can follow the instructions on email communication to you and make arrangements to pay any outstanding balance. Alternatively, you can use the Pay Now button on your bill to pay your outstanding balance off in full.

You can make an appointment to speak with us directly. Just click here to schedule a call for a date and time that is convenient for you.