Residents Area · Your Development

Welcome to Emerald House heat network residents area.

Here you'll find everything you need to know about..

  • Your heat network — how it works, who supplies and operates it, and what it means for your home.
  • Your heat supply arrangements — terms & conditions of supply, key information documents, responsibilities, resident information and how to contact the right team.
  • Tariffs, charges and billing — how your charges are calculated, what your bill includes, billing frequency, meter readings, estimated reads, and how adjustments and refunds are made.
  • Payments and account support — how to pay, direct debit arrangements, payment queries, final bills, credit balances and support.
  • Metering and consumption — how your heat usage is measured, and how meter readings are collected.
  • Help, advice and extra support — accessible communications, nominated representatives and support for leaseholders who may need additional help including the Priority Services Register.
  • Planned works, outages and emergencies — what to do if your heating or hot water is interrupted, how we will keep you updated, and where to find emergency contact details.
  • Complaints and dispute resolution — how to raise a complaint, how it will be handled, escalation routes and where to find independent advice or Ombudsman support.
  • Your rights and protections — including fair treatment, clear information, billing transparency, back-billing, debt recovery and supply restriction protections.
  • Buying and selling your property — what to do when moving in or moving out to ensure accurate billing.
  • Privacy and data protection — how your personal information is collected, used, shared and protected, including authority checks before account-specific information is discussed or disclosed.
  • Documents and service updates — welcome packs, tariff guides, resident notices, regulatory information, code of conduct, complaints and privacy statements.
Login to my Account Register

What utilities do I have at this development?

  • Heat & Hot Water (thermal energy) ✓
  • You can choose your own electricity supplier ✓
  • Water supplied by your local water company (Thames) ✓
  • There isn't a gas supply in your home ✓
Heat Supplier / Operator

Who Supplies and Operates Your Heat Network

For this development

Emerald House RTM Company Limited

Role · 01

Heat Supplier

The supplier is the organisation responsible for supplying heat and hot water and charging for that supply. This includes issuing heat bills, explaining tariffs and charges, and managing account queries.

Role · 02

Heat Network Operator

The operator is responsible for operating, maintaining and managing the heat network infrastructure up to, but not including, the Heat Interface Unit (HIU). This includes the plant room, distribution pipework, communal meters and associated equipment used to supply heat and hot water to homes. Responsibility for the HIU and all equipment beyond it within the demised premises rests with the leaseholder.

Emerald House RTM Company Limited are both the Heat Supplier and the Heat Operator for this network. Registered address is Stonemead House, 95 London Road, Croydon, Surrey, United Kingdom, CR0 2RF

Heat Network

How Your Heat Network Works

A heat network is a centralised heating system. The diagram below shows a simplified illustration of how heat is generated, distributed and delivered.

This development is served by a communal heating system, also known as a heat network.

Instead of each property having its own boiler, heating and hot water  are produced in a central energy center and supplied directly to each apartment.

The system is currently fed from gas, which is turned into thermal energy. Leaseholders do not have a gas supply in their homes. The communal boilers produce thermal energy, which is circulated throughout the building via insulated pipework to provide both space heating and hot water.

Each home has a Heat Interface Unit (HIU). This is similar to an individual boiler, but it does not burn fuel inside your home.

Your HIU includes a heat meter. The meter records the amount of heat and hot water used in your home, which helps us calculate your bills.

  • This development has been equipped with a heat network rather than each home having an independent gas boiler.
  • In the future the energy centre will likely be transitioned away from using gas as the feed-in source and onto a renewable source.
  • Heat Networks form part of the UK's objectives in achieving Net Zero by 2050.
  • Heat networks are a natural monopoly because the central plant and pipework serve this development only. This means you cannot choose or switch to another heat supplier in the same way as you can for gas or electricity.

Energy Price Guarantee, more commonly known as Price Cap, does not apply to heat networks.

Heat network plant room
Decentralised Energy

Decentralised energy is a term used to describe a range of different generation and distribution technologies designed to reduce the use of large central power stations.

There are a number of different benefits associated with decentralised energy systems, including:

Benefit · 01

They can improve the reliability of the energy supply by providing a more distributed network of generation sources.

Benefit · 02

They can help to reduce greenhouse gas emissions by relying on a more sustainable way to generate energy.

Decentralised energy is a key part of the UK government's strategy to decarbonise the economy and achieve net-zero emissions by 2050. Heat networks form part of this decarbonisation strategy because eventually the feed-in fuel will be transitioned away from gas and onto a renewable source.

Tariff

Tariffs, Charges and How Prices Are Set

Your bill will clearly show the different charges that apply and include:

  • Usage Charge —  this is calculated by multiplying the heat you use by the unit rate. The Unit Rate is the price you pay for each kilowatt hour (kWh) of heat delivered to your home as measured by your heat meter. The more heat you use, the more you will be charged.
  • Standing Charge — this is a fixed charge applied daily, regardless of how much heat energy you use.
  • VAT — where applicable, VAT will be shown as part of your charges.

How prices are set

We use a cost-recovery method, where charges are based on the network’s costs.  At the end of the contract year, the costs are reconciled and a new tariff is set.  We produce a Tariff Calculation which shows how the costs have been allocated into either the fixed costs or the usage charges.  We will always give at least 31 days notice before a price change occurs.

We aim to present these charges clearly and transparently, so you can understand how the amount you pay has been calculated. You can view a breakdown of how your heat tariff has been set by clicking the Tariff Calculation button in the documents section at the bottom of this page, which gives detailed information of the cost components and whether they sit in the standing charge or usage charge element of your bill.

Metered properties

If your property has an individual heat meter, your bill will be based on the amount of heat energy you have used. Consumption is measured in kWh and your bill will show the amount of heat energy consumed during the billing period, together with the total charges for that period. Where actual usage data is available, bills should be based on actual meter readings. If an estimate has to be used, any necessary adjustment should be made once actual usage data becomes available.

Unmetered or broken meters

If your property does not have an individual heat meter, or it is broken, your bill will explain how your heat charge has been calculated. This will be based on an agreed method for your heat network. Your bill should include a clear and understandable explanation of how the amount has been derived.

Tariff Calculation (PDF)
Your Bills

Your Bills and How to Understand Them

Bills are issued monthly in arrears by the appointed Billing Agent Ginger Energy. They are a reflection of the running costs of the network and your share of those costs. The bills reflect the meter readings taken from your apartment, and if your meter has stopped working, they will send you readings based on estimates, until such time as your meter has been repaired.

Tariff

Heat Network Tariff Information

Invoices are produced and separated into two parts: usage charges and daily standing charges. Here's what each one covers.

Daily Standing Charge

Daily standing charges are fixed charges that contribute towards the ongoing operation and availability of the heat network. They may include fees paid to third parties, industry and transmission charges, and costs associated with maintaining the network and ensuring heat can be supplied when needed.

They may include:

  • Supply industry and transmission charges, along with other third-party fees
  • The gas suppliers costs associated with supporting network energy technology and reducing carbon emissions
  • The gas suppliers standing charges including contributions towards schemes supporting vulnerable households’ energy bills
  • Administration and billing costs charged by the billing agent
  • Fixed costs for maintaining the network

The standing charge is a fixed charge per day payable regardless of whether you consume energy or not.

Usage Charge

Usage charges vary each month based on how much consumption is measured by the meter in your home.  The consumption is charged at a set unit rate, shown in pence per unit.

The rate includes:

  • The cost of the energy (gas) purchased to provide heat and hot water to the building
  • Distribution charges;  Some heat is naturally lost as it is distributed through the communal pipe network before reaching individual homes. These distribution losses form part of the overall energy required to operate the heat network.

The rate is reviewed, reconciled and set annually against the underlying cost components to help ensure that leaseholders are billed accurately and fairly. Your invoice also includes a 12-month consumption comparison, allowing you to monitor your usage over time.

Your Billing Agent

Who is the billing agent for your heat network?

Ginger Energy is appointed as the billing agent for this heat network. They calculate and dispatch invoices, manage payments and provide customer support on behalf of Emerald House RTM Company Limited - the Heat Supplier.

0345 307 3433
Opening hours: 9am – 5pm, Monday to Friday
Email
Billingteam@gingerenergy.co.uk
Website
https://www.gingerenergy.co.uk
Click here for Ginger brochure
Ginger Energy office
Payments

Payments and account support

This section explains how to pay your bills, manage your account and access payment support

1

Login & pay online

Firstly, have your unique reference number to hand — you can find it at the top right of your invoice. You can set up a Direct Debit by logging into Ginger Energy's portal and following the instructions.

Login to your Account
Invoices are due 14 days after issue. Please ensure they are paid on time to avoid further action being taken by the appointed debt collection agent
2

Pay by bank transfer

You can also pay by bank transfer using the account details below.

Be sure to always include your reference number which appears in the top right of your bill

Account nameGinger Energy
Account number33939642
Sort code20-00-00
IBANGB02 BARC 2000 0033 9396 42
BICBARCGB22XXX

Payment queries

If you have a query about your bill, please contact Ginger Energy on 0345 307 3433 or by email at Billingteam@gingerenergy.co.uk. They will review your account, explain how charges have been calculated and correct any errors where required.

Support if you are struggling to pay

If you are struggling to pay your heat network bill, please contact Ginger Energy as early as possible. They will treat you fairly and take your circumstances into account. Support may include reviewing your account and payment options, and signposting you to independent debt or money advice services.

Outages

Planned works, outages and emergencies

We are responsible for operating and maintaining the heat network that supplies heating and/or hot water to your property. This section explains what happens when planned works, supply interruptions or emergencies affect your heat network service, and what you can expect from us. You can click the button below to download the full guidance

01
Building-wide

If it is a building-wide problem

Contact EPP Chartered Surveyors and let them know — they will report the problem to a suitable engineer.

Call: 07783 723 988 or Out of Hours 0203 148 2625
02
Apartment-only

If the issue is isolated to your apartment only

Issues with radiators, internal pipework, room thermostats, taps or the HIU are the leaseholder's responsibility, but GINGER ENERGY can help you find a suitable engineer. If you a tenant rather than a leaseholder, please contact your letting agent or landlord in the first instance.

24 Hour Contact Available
07783 723988 or Out of Hours 0203 148 2625 — THIS IS FOR BUILDING NETWORK ISSUES ONLY.

Want to read the full outages guidance?

Download the full guidance for planned works, outages and heat network emergencies.

Full Outages Guidance
Independent Advice

Help, advice and extra support

If you need extra help with debt, budgeting, energy bills or consumer rights, the organisations below offer free, confidential advice. They are independent of Ginger Energy and the Heat Supplier.

Before you call
Have your account number and a recent bill to hand — most advisers will ask for them in the first few minutes.
All listed services are free of charge and independent of Ginger Energy.
Calls to 0800 / 0808 numbers are free from UK landlines and mobiles.
Complaints

Complaints and dispute resolution

We want you to receive a reliable, fair and helpful heating and hot water service. If you are unhappy with any part of your heat network service, please contact us through our billing and customer service agent, Ginger Energy.

Stage · 01

Contact us first

Email complaints@gingerenergy.co.uk or call 0345 307 3433. We aim to acknowledge within 3 working days and resolve within 4 weeks.

Stage · 02

Escalate to a manager

If you’re not satisfied with our response, you may escalate your complaint to a senior manager who will review your case independently.

Stage · 03

Energy Ombudsman

If 8 weeks have passed since you first complained, or you have received a deadlock letter you can contact the Energy Ombudsman — a free and independent service at energyombudsman.org or 0330 440 1624.

Ginger Energy — Complaints

To make a complaint, contact Ginger Energy using one of the methods below.

Phone 0345 307 3433
Email complaints@gingerenergy.co.uk
Online gingerenergy.co.uk

Our commitment

We will handle complaints fairly, respectfully and as quickly as possible. We will use complaints to identify where things have gone wrong and to improve the service we provide to heat network customers.

Want to see our full complaints statement?

Our full complaints statement is available to download here.

Full Complaints Statement
Your Rights

Your rights and protections

Our commitment to you

We are committed to providing a heat network service that is fair, transparent, professional and reliable.

If you are a customer or resident connected to the heat network, you can expect to be treated fairly and with respect. We will provide clear, accurate and accessible information about your heating and hot-water service, including how to contact us, what you are being charged for and where to get help when you need it.

We will aim to make it straightforward for you to raise a question, report a problem, make a complaint or request additional support. We will also take account of individual circumstances and communication needs wherever possible.

Our Heat Supplier Customer Charter explains the standards of service you can expect from us and how we will support you.

Customer Charter
Moving Home

Moving home or changing account details

If you are moving into or out of a property connected to the heat network, please let us know as soon as possible. This helps us keep account details up to date, issue accurate bills and make sure the right person is responsible for charges at the right time.

You can also use this process to update your contact details. Our billing agent, Ginger Energy, manages change of occupancy updates on our behalf.

Moving out

If you are moving out, the easiest way to tell us is by signing into your energy account and completing the online change of occupancy form. You can also email Ginger Energy at COO@Gingerenergy.co.uk.

Please provide all relevant information, including:

  • Your full name
  • The property address
  • Your moving out date
  • Your forwarding address
  • Your contact telephone number and email address
  • The name and contact details of the new occupier, if known
  • Meter reading on the day you move out, where available
  • Any supporting information requested by Ginger Energy such as TR1 or solicitors letter

Your final invoice will be issued in line with the normal billing schedule which is monthly in arrears

Moving in

If you are moving into a property connected to the heat network, you will need to register for an energy account. You can register online by completing the Ginger Energy registration form, or by emailing COO@Gingerenergy.co.uk.

Ginger Energy will send you a registration form and let you know what information is needed. You may be asked to provide:

  • Your full name
  • The property address
  • Your move-in date
  • Your contact telephone number and email address
  • Billing address, if different from the supply address
  • Meter reading on the day you move in, where available
  • Proof of ownership such as your TR1 or a letter from your Solicitor

Registering promptly helps make sure your bills are accurate from the date you become responsible for the property.

Investor landlords and letting agents

If a letting agent is registered as an authorised contact on the account, Ginger Energy can work with them on your behalf,  including sending copies of invoices, although they are not permitted to include tenants names on bills.  The contract and therefore the bills must stay between the creditor Emerald House RTM Company Limited and the liable party – the Leaseholder.

Processing your account update

Please allow time for your account details to be updated

Ginger Energy will process your change of occupancy once all required information and supporting documents have been received. If anything further is needed, they will contact you. There is no administration charge for this change.

Why it is important to tell us

Please tell Ginger Energy about any change of ownership as soon as possible. If you do not, bills may continue to be issued to the wrong person, charges may be allocated incorrectly, or there may be delays in producing a final invoice. Keeping your account details up to date also helps us contact the right person about billing, planned works, outages, emergencies or other important heat network updates.

Privacy

Privacy and data protection

We take your privacy seriously and are committed to handling your personal information lawfully, fairly, securely and transparently.

We collect and use personal information only where necessary to provide, manage and bill for your heating and hot-water service. This may include using your information to:

  • respond to enquiries, service requests and emergencies;
  • investigate and resolve complaints;
  • provide support where you need extra help, including through the Priority Services Register;
  • communicate important information about your heat network service; and
  • meet our legal and regulatory obligations.

Where appropriate and permitted by data-protection law, we may need to share relevant information with organisations that support the delivery of your heat network service or provide assistance to you. We will only share the information needed for that purpose.

Our Privacy and Data Sharing Policy explains what information we collect, how we use, store and protect it, who we may share it with, and your rights in relation to your personal information.

You can read the full policy by clicking on the button below or in the Documents section of this website

Privacy Policy
Resident communications

Want to see our recent communications?

View and download the latest letters and updates sent to residents.

  1. Emerald House Terms and Conditions of Supply v.2 effective 1 October 2026

    Heat Supply Terms October 1st 2026

    View PDF

  2. Ref: 025/2026 Letter_To_Leaseholders_Heat_Network_T&Cs

    Notice regarding update of terms to comply with new regulations

    View PDF

  3. Energy Ombudsman Notice

    Latest update from EO regarding a process change

    View PDF
Documents

Documents and information

Use the buttons below to access the latest customer information for your heat network and the wider heat network industry.

Key Information Document

A plain-language summary of the heat supply arrangements for your property — who supplies, operates and bills for your heating and hot water, how to contact the relevant teams, and what you are paying for. Also summarises customer protections including billing transparency, tariff change notices, back-billing, support for vulnerable consumers, complaints, payment difficulty support and how your data is used.

This document is a helpful summary only and does not replace your full Heating Services Agreement.

Key Information Document

Welcome Pack

Explains how your heat network service works, who is responsible for providing it, how to contact us, what to do if something goes wrong.

Welcome Pack

Tariff Guide

A breakdown that shows how the operating costs of the heat network are allocated to the unit rate or standing charge.

Heat Tariff Breakdown

Terms and Conditions

The contractual agreement between leaseholders and the heat supplier.

Heating Services Agreement

Policies, statements & guides

How we manage important parts of the heat network service, including complaints, vulnerable customer support, billing, payment difficulty, data protection, outages and planned works.

Full Complaints Statement Vulnerable Statement Privacy Policy Full Outages Guidance Customer Charter Thermostat Control Manual Leaseholder Guidance Note Ginger Energy Brochure

Regulations and consumer protections

Heat networks in Great Britain are regulated under the framework introduced by the Energy Act 2023. This framework introduces authorisation requirements for heat network suppliers and operators, with Ofgem as the regulator.

The rules are designed to improve standards for heat network customers, including clearer bills, fair treatment, support for vulnerable customers, protections for customers in payment difficulty, complaint rights and access to independent redress.

Ofgemofgem.gov.uk Energy Ombudsmanenergyombudsman.org Citizens Advicecitizensadvice.org.uk