Dear new customer,

Welcome to energetik, we are delighted to have you onboard! We would have loved to introduce ourselves face to face however, due to the current health guidelines, we unfortunately can’t invite you to one of our customary meet and greets.

Therefore,  we’ve put together an online beginner’s pack for customers settling into their new homes during this time. We’ve included all the relevant information that will help you understand what we do, how we supply you and how to operate your new heating system.

This page provides extra information that is summarised in our Heat customer handbook. Therefore, before you look through the information below, we recommend that you read the documents located in your airing cupboard (where your heat interface unit is situated). There, you will find the Customer Charter and Customer Handbook contained in a plastic wallet. 

Happy reading and stay safe!


  • Who are we & what we do ?


  • How does Energetik work for residents?


  • Why is it better to use Energetik? 

 As mentioned in the Heat customer information pack, here are a few benefits of being connected to Energetik’s heat network:

Better service: customers have access to a support team who are available 24/7 to respond to faults. Energetik’s guaranteed standards of service include rapid response times and compensation payments if we let customers down. Furthermore, we provide extra support for customers who need it. This includes those of pensionable age and those who have young children or people with a disability. 

Better reliability: the system has been built to a very high standard and has back-up built in. It is maintained by a specialist team who monitor 24/7 for any issues. There’s no extra charge for maintenance.

Better efficiency: we have installed a higher standard of equipment and more insulation than traditionally used in heat networks in the UK.

Better control: all homes have an interactive smart meter to help customers understand their energy use. Our flexible pay-as-you-go system helps you budget better, as you can see what you’re spending in real time.

Better for the environment: the energy centre uses a combination of large gas-fired boilers and a low carbon Combined Heat and Power (CHP) engine to heat the water in the network. This reduces home’s carbon emissions from heating by up to 92.3% compared to the use of normal high efficiency gas boilers.


  • That Energetik are member of the HT


Energetik’s Arnos Grove heat network is registered with Heat Trust since 2018, the independent protection scheme for heat network customers.    

For further information, please visit



  • What do I pay for?

Energetik promises to keep prices low for our customers. Therefore, we benchmark our prices every year to stay competitive. Further, thanks to our Pas as you go system, you are in control of you bill at all times. Here’s how our billing works:

Availability charge*  +  Unit consumption (kWh)  =  Overall costs

*The availability charge is charged daily and covers some of our costs of maintaining and repairing the community energy network, development heating system and making the heat supply available for you to use.


  • How you pay

We’ve tried to make it as easy as possible for you to manage your heating. Our pay-as-you-go system works similar to an oyster card. It allows you to top up any amount when needed. Just like your oyster card, you can top up by card or with cash. Log into your online account, call our customer service or visit a pay-point, you choose!

During the Coronavirus outbreak, we strongly advise our customers to manage their accounts online in order to limit pay-point visits and respect the government’s stay-at-home order. Please consult our COVID-19 precautions page for further information:


  • How the Smart Meter Works?

Our smart meters are designed to be user friendly and easy to operate without the need of a complex user manual. However, just in case, we have a short guide to help you out!



  • What about the equipment?

The equipment in your home is designed to be as customer friendly as possible and easy to use. If you have any questions, we recommend looking through our FAQ pages or giving us a call. More recently, we have noticed a rise in calls relating to radiator temperatures as well as bathroom water temperatures. Therefore, we have created a more in-depth customer sheet that should answer your questions regarding these specific topics. Please take a look.

FAQ Sheet


  • What to do if there is a problem?

At Energetik, our job is to make sure that your heating and hot water is always working correctly. This is why we offer a lifelong maintenance guarantee that covers all the energetik equipment in your household. Because energetik works alongside developers, some equipment such as radiators, tap valves etc… are not included in energetik’s maintenance guarantee. However, regardless of the problem, in the unlikely event that your heating is not working give our customer service a call and we will sort it out and get you speaking to the right people. 

For further details regarding your household equipment, below you can consult our “Household equipment share” sheet as well as our “In your home” page. These will give you a better idea of what Energetik are responsible for and what Landlord or Leaseholders are responsible for within your home. 

Heating equipment responsibility

We hope this helps!

Once again, stay at home & stay safe!