FAQs2018-06-08T15:17:58+00:00

Frequently asked questions

What is a District Energy Scheme?

District Energy is energy (heat or electricity) that is locally produced and distributed within a small area. We produce our energy within the borough and only supply it to customers who are connected to our networks. Read more about how this works.

Where does this energy come from?

B&D Energy will initially generate, distribute and supply energy from solar panels and then by Combined Heat and Power (CHP) generators. These generators use an engine that runs on natural gas to produce electricity and to heat water. In the future, we plan to add other sources of energy such as fuel cells, solar and energy from waste to the District Energy network.

How is this energy distributed?

Your energy comes to your home via a network of underground pipes for heat and cables for electricity. We distribute electricity to customers through our own ‘Private Wire Network’ (a local distribution network). However, our network is also connected to the public electricity network to make sure your power supply is reliable. If needed, we can fall back on conventional gas-efficient boilers for your heating. Read more about your energy generation and distribution.

How can I see how much energy I’ve used?

The Heat Interface Unit (HIU) in your property has a built-in meter which measures the heat you use.

Your electricity meter measures the electricity use. This may be located inside your property or in the building ‘riser’ – usually opposite the lifts. You may have an ‘Owl’ monitor in your home and this gives you information on how much electricity you have used.

We collect your heat and electricity meter readings remotely, so you don’t need to worry about sending us manual readings to be sure your bills are accurate.

How much will I have to pay per month?

Your energy bill will depend on how much energy you use. It can vary greatly depending on how many people you live with and how much energy you use. If you want to reduce the amount of energy you use in your home, check our advice on energy efficiency.

How do B&D Energy’s tariffs compare with other suppliers?

We review and set our electricity tariffs to be comparable with the ‘Big Six’ but while still offering a fair price. We have set our initial electricity tariff to be at or below the cheapest average deal offered by the ‘Big Six’.

It is difficult to compare our heating with gas supply as it is delivered in a different way. If you have a gas boiler in your home, you need to pay for your fuel supply as well as boiler maintenance and repairs. We have benchmarked your heating costs to be equal or cheaper than the average costs of running a gas fired boiler for a year. This is an industry standard method of comparing heating charges which is used by the Heat Trust. Read more about how we set our energy tariffs.

What is an online e-billing account?

When you sign up with B&D Energy, you can opt for paperless billing. We will then send you an e-mail which enables you to log into your account and to see your energy use, your bills and your payments. You will also be able to pay your bills online.

If you want to register for paperless billing, contact us for more information.

When am I billed?

You will receive a bill every month and have 14 days to pay it. If you have activated your e-billing account, we will send you an e-mail to tell you when the bill is available to view or download. The payment date will be shown on your bill. If you are paying by Direct Debit, we will charge you on this payment date. Read more about making your payments.

How are my costs calculated?

We collect our meter readings remotely, so you don’t need to worry about sending us manual readings to be sure your bills are accurate. We remotely read your energy meter which tells us how much energy you have used in kilowatt hours (kWh). We then charge you by multiplying each kWh by the Unit Charge. You are also charged a Standing Charge at a flat rate. The Standing Charge covers our operation and maintenance costs and will apply even if you use no energy. See our current tariffs for heat and electricity.

When do the tariffs change?

We review our tariffs annually with any changes becoming effective on 1st April each year, however, we may be required to review our tariffs more frequently. If there are any changes to our tariffs, charges or Pricing Policy, we will notify you a month in advance of them becoming effective with an explanation of why they were necessary and how they have been calculated.

Who maintains my HIU (Heat) and Consumer Unit (Electricity) and how often?

B&D Energy are responsible for the maintenance of the heating pipe network up to, and including, the HIU. The cost of this is included in our Standing Charge. We are also responsible for your electricity supply up to, but not including, the Consumer Unit (fuse box).

You will receive free checks periodically from our team to ensure that the HIU is working correctly and that the Consumer Unit is properly connected. But this means that if you have a problem with the electrical supply or plumbing beyond these points, you (or your landlord) are responsible.

Who will fix any leaks or supply faults?

If you have a leak from our equipment, we will fix it for you and if we agree that there is a fault with our equipment, then we will arrange an engineer to visit you and fix it. If you are having problems with your heating or electricity, you can use our guide to troubleshoot or contact us to report a problem.

Who do I contact in an emergency?

You can contact our Customer Services Team by writing to enquiries@bdenergy.org.uk or calling 020 8227 5960 8.30am to 5pm, Monday to Friday. Outside of these hours, please call this number for emergencies.