Yes, with Rendesco: we run the network and we bill you for it. Register online with your address, completion date and email. Your account opens on completion day, so you never pay for a previous occupant's time, and your tariff is there as soon as you're in.

That's fine. Register when you can and we tidy the dates up. We only bill from the day you became responsible for the home, and never for more than 12 months after the fact.

Yes. Log in to your account for your tariff, what it covers, your statements and your payment history. Your tariff is specific to your home, which is why it lives there rather than on this page.

No, and no. There's no boiler and no gas in your heating. Your heat pump's servicing is part of Rendesco Care, and we book it with you.

The heating works the same. Depending on your tenancy, the network charge is either in your rent or paid by you directly: your agreement says which, and we can confirm it on the phone. The account can be in the landlord's name or the tenant's.

Usually the airing cupboard or a utility cupboard: a unit a bit smaller than a fridge freezer, the hot water cylinder and the controller. The only things you ever need to touch are the touchscreen controller and the fused switch.

Radiators, underfloor heating, taps and showers are part of your home's plumbing rather than the heat pump, so a plumber of your choice can work on them. If you're not sure whether something is the heat pump's doing, open a support ticket first and we'll tell you.

Your home was set to the best settings when it was commissioned, so you shouldn't need to change anything. Most homes are comfortable between 19 and 21°C; if you'd like it different, adjust it on the touchscreen controller, then leave it.

Both are normal. Heat pumps warm a home gently and steadily at lower water temperatures, which is how they cost less to run. Set a comfortable temperature and leave it on rather than turning it up high and off again. If a room never gets comfortable, open a support ticket.

Yes. A boiler blasts and stops; a heat pump runs for longer at a lower level. Longer running is not higher cost.

Steady, with a small drop overnight if you like. Heat pumps are most efficient keeping a home at a constant temperature. Use the schedule for hot water rather than for heating.

Run the tap for 30 to 45 seconds. In some homes the pipe run from the cylinder is long. If it never gets hot, check the hot water schedule on your controller, then open a support ticket.

The cylinder is probably reheating. Press “boost” on the controller and give it 30 minutes. If it happens often, your hot water schedule may need a second slot: we can set that with you.

Once a week the system heats the stored water to around 60°C to keep it clean (a legionella protection cycle). It's automatic, it's normal, and you'll just notice the water is hotter than usual for a while.

Yes. The warmth comes from the ground under the street, which stays at around 10°C all year whatever the weather is doing above. Keep it running steadily through cold snaps rather than switching off.

If your home has fan convectors instead of radiators, cooling is built in: set it like heating. Ordinary radiators can't cool. Ask us if you're not sure what your home has, or if you'd like cooling added.

A ground source heat pump in a cupboard runs at under 45 dB, about a dishwasher two rooms away, and there's no outdoor unit. If it has started making a new noise, tell us: that's a fault, not a feature.

Note it down and check your controller guide: most codes come with a plain-English explanation and the fix. If it's still showing, open a support ticket and include the code; it saves time.

Call 105 (the national power cut line). Your heat pump restarts itself when the power comes back, and the cylinder keeps hot water warm for several hours. If it hasn't restarted an hour after the power returns, open a support ticket.

Turn it down rather than off: 15 to 16°C keeps the home dry and protects pipes, and it costs less than heating a cold house back up. If your controller has a holiday setting, use that.

Bleeding a radiator is fine. If the controller shows a pressure warning, contact us rather than topping up: the heat pump side is a sealed system and we'd rather check why it dropped.

Don't use portable gas or paraffin heaters indoors, don't block the cupboard or the vents, and don't let anyone other than us work on the heat pump or the controller. All of those void warranties and some are dangerous.

Two things. Your electricity supplier bills you for the electricity the heat pump uses, through your normal meter. Rendesco bills you one fixed monthly standing charge for the network, and that charge also covers Rendesco Care, servicing, the warranty and the 24-hour line. It's the same every month: no variable or usage element, and no heat meter. The figures for your home are in your account.

Because two different things are being supplied. Your electricity supplier sells you electricity, and you can choose any supplier you like. The network charge pays for the shared network that gives your heat pump its warmth, and there's only one network under your street.

Direct Debit from your account is simplest, or pay by card each month from your account or over the phone. Statements are in your account; paper copies are available on request at no charge.

No. There's no heat meter: your charge is fixed, and the heat pump's electricity goes through your electricity meter like any other appliance.

Where charges differ between homes on the same network it's by home type, and the tariff sets it out. Your electricity use is your own either way, and that moves with occupancy, temperature settings and hot water habits.

Charges can change no more than once every six months, and you get at least 31 days' written notice of any change, with the reason.

Tell us from your account or by email and we check it. If there's a dispute we won't chase the disputed amount while we look into it.

Call us before it becomes a worry. A payment plan costs nothing to set up, and if your circumstances have changed we'll talk about the Priority Services Register. Independent, free advice: Citizens Advice, StepChange and National Energy Action.

Never for more than 12 months after the fact, and never for a previous occupant. If we've made a mistake we'll say so and agree a sensible way to settle it.

No. The network under your street is a shared utility with one operator, which is why heat networks are regulated by Ofgem and why the charges are published. You can choose any electricity supplier.

It applies to your electricity, not to the network charge. For a fair comparison of what your heating costs against gas or an air source heat pump, the Heat Trust's cost calculator is independent.

Yes. Domestic heating is charged at 5% VAT and every price we show includes it.

Our service plan for the heat pump in your home: monitoring, a 24-hour line with fast engineer response, servicing, and member rates on anything outside the plan. On a Rendesco network it's included in your tariff, so you're on it from the day you register. The full plan is on the Rendesco Care page.

An 8-year parts and labour warranty from the day your home was commissioned, with 2 years on the other equipment we fitted. The terms are in your handover pack and your account, and the warranty stays with the home if you sell.

Yes. We confirm the time with you by phone or email, visits take about an hour, and the report goes into your account.

Filters cleaned, refrigerant and electrical connections checked, pressures and flow rates checked, and the controller settings reviewed for your home. If something's wearing, we tell you before it fails.

Please don't, on the heat pump or the controller: the warranty and Rendesco Care depend on our engineers doing the work, and we know the system. Radiators, taps and the rest of your plumbing are yours to have worked on by whoever you like.

The cupboard with the heat pump, and occasionally the chamber in the street. We always arrange a time in advance, our engineers carry ID, and you can set a password with us so you know it's really us.

Tell us your completion date and a forwarding address, from your account or on the phone. We close your account to the day and send a final statement. The warranty, the service history and the cover stay with the home.

Welcome. Register with your completion date; the warranty and the service history transfer to you automatically. Nothing from the previous owner's account carries over.

Tell us the tenancy dates and who pays. The account can be in your name or the tenant's, and we bill whoever you tell us to.

That the heating is the easy part: no boiler to replace, one published monthly charge with the warranty and servicing inside it, and a company that answers the phone 24 hours a day. The Geo Flow pages explain the whole thing, and this page shows what living with it is like.

A free register for anyone who would be at higher risk without heating or hot water, or who needs us to communicate differently: older people, anyone with a long-term illness or disability, families with a baby, or anyone going through a hard patch. Tell us from your account or on the phone and we add you straight away.

A 6-hour engineer response if you lose heating or hot water, a nominated contact who can deal with us for you, bills and letters in large print, braille or audio, a password for engineers, and a check-in during long outages or cold snaps.

Tell us from your account, by email or on 01242 698410. We acknowledge within 2 working days and aim to resolve within 10 working days. If you're not happy with our answer, or 8 weeks have passed, you can go to the Energy Ombudsman, which is free and independent, and we're bound by its decision.

Heat networks are regulated by Ofgem, and Rendesco is an authorised operator and a Heat Trust member. That means published charges, guaranteed standards of service with compensation if we miss them, rules on how we treat vulnerable customers, and an independent complaints route.

The network keeps running. Ofgem regulation requires continuity arrangements for every operator, and ours include a separate network company, long-term funding and step-in rights so another operator could take over without your heating stopping.

Your heat pump sends us running data (temperatures, pressures, efficiency, error codes) so we can see faults early. Your account data is used to run your account. We don't sell it or share it beyond what's needed, and our privacy policy sets out the detail.

A shared system that brings low-carbon warmth to a group of homes. Buried pipes connect each home to the source: on a Geo Flow network, boreholes that draw steady warmth from the ground. Inside your home a heat pump turns that into heating and hot water. The energy is shared; your home is controlled individually.

District heating pumps hot water through insulated pipes from a central plant. Geo Flow moves ground-temperature water through plain pipes, and each home has its own heat pump to make the heat. Nothing is lost on the way, there's no central plant to go wrong, and you control your own comfort.

No. The boreholes are sized to the whole development's demand with headroom, and the ground recharges naturally through the year. Where cooling is fitted it puts warmth back in summer, which helps the balance.

Yes. A heat pump gives three to four units of heat for every unit of electricity, and runs on electricity that gets cleaner every year. Compared with a gas boiler that's typically 70 to 80% less carbon.