Vonder Crawley – Ginger Energy

Welcome to Vonder Crawley

Here you will find the information that relates to this development and its utility arrangements.

Who is my utility supplier?

Theodore Crawley Limited

Theodore Crawley Limited supplies the thermal energy that heats your home and provides hot water. They also supply the Water and Electricity.

What utilities do I have?

Thermal Energy (heat and hot water) is supplied by Theodore Crawley Limited
ELECTRICITY is supplied by Theodore Crawley Limited
WATER is supplied by Theodore Crawley Limited
There isn’t a GAS supply in your home

What is a Heat Network?

This development has a communal heating supply. The industry refer to it as a Heat Network.

The technology that provides thermal energy (heating and hot water) into your home is referred to as a heat network.

A heat network, is a centralised heat source, located in the plant room of the building, which delivers heat and hot water to residents’ homes through a series of insulated pipes.

This network is fed by gas but the gas is converted into heat and hot water, known as thermal energy or heat energy, which is then delivered into your home.

There is a heat exchange unit and a heat interface unit (HIU) fitted in each home. The HIU measures the heat consumption drawn from the network as it enters your home.

This development has been equipped with a heat network rather than an independent gas boiler, to meet with Governments strategy on building sustainable homes. The idea is that by having a heat network, the carbon footprint of the building can be monitored and in the future, the energy centre will be transferred away from using gas as its feed-in source, and onto a renewable alternative, without the need to enter your home.

Heat Networks form part of the UK’s objectives to achieving Net Zero by 2050 and this development, due to its infrastructure, is part of the De-Centralised Energy sector.

Its important to understand that unlike gas and electricity open markets, you cannot change your Heat Supplier. Once you move into your home, they provide this service throughout your occupation period.

Energy Price Guarantee, more commonly known as Price Caps, do not apply to heat charges.

What is a Private Wire Network?

Vonder Crawley has a Private Electricity Supply

Commercial buildings that were converted to residential homes are done so under permitted development regulations and have greater flexibility through a simplified planning process.
It can be expensive to install an independent national grid supply into each converted apartment. Often its more commercial to keep the buildings existing utility infrastructure in place, and instead, install a private network and sub metering system.
The original national grid, electricity and water points remain in place and provides electricity and water to the building and the private network and sub metering system feeds from that main supply, into each apartment.
The electricity and water suppliers invoice Theodore Crawley Limited for the consumption drawn from the main supply.
Theodore Crawley Limited then passes on charges to each of the residents for their share of these supplies.
The charges to residents are based on a sub meter reading which measures the consumption going into each apartment.
This is known as a private network and sub metering. The process of onward charging utilities through a private networks is referred to as “Reselling” by Ofgem and Ofwat the Regulators.
It is not possible to change supplier when you are connected to a private supply.
The Energy Price Guarantee (EPG) also more commonly known as Price Cap is not available to private supply residents. This is because the main national grid meter is contracted under a commercial contract and EPG is only available on domestic contracts.
We understand this may seem unfair because the supply is eventually used by domestic consumers, but currently, it is against the regulations for suppliers to apply domestic price caps to a commercial contract. Further it is impossible to get a domestic contract for a meter that consumes so much power.

Who are Ginger Energy?

Through HC-GB, Theodore Crawley Limited have appointed Ginger Energy as their Billing Agent. Ginger Energy are responsible for producing utility invoices, and providing the associated customer support to residents.

You can contact Ginger on billingteam@gingerenergy.co.uk or by calling the offices:

0345 307 3433

Opening Hours 9am-5pm Mon- Fri

Disruption of your supply?

If the is a disruption to your supply, contact HC-GB, let them know, and they will report the problem to a suitable engineer.

Disconnections due to arrears? Disconnections will be subject to a number of advance written warnings being issued. If you have been disconnected due to non-payment, please contact collections@utilidebt.com or call 0345 307 3432.

How do I pay may bills?

1.

Firstly have you unique reference number to hand, you can find it at the top right of your invoice.

2.

Please pay by bank transfer to Barclays Bank Ginger Energy or set up a DD by logging into your account.

Account name: Ginger Energy
Barclays Account number: 63214613
Sort code: 20-55-59
IBAN: GB18 BUKB 2055 5963 2146 13
BIC: BUKB GB22 XXX

When paying always quote your unique reference number which appears on the top right of your invoice. Invoices are due 14 days after tax point.
Card payments are currently not accepted due to the associated charges which cannot be passed on to the bill payer under UK law.

Heat Network Tariff Information

Invoices are produced and are separated into two elements: Consumption charges and daily standing charges.

The consumption measured by your HIU is multiplied by the pence per unit charged by the Heat Supplier for the period to cover the cost. These costs include components such as raw commodity (gas) and industry transmission charges.

Daily Standing Charges are charged and include such as fees to 3rd parties and costs incurred in ensuring the availability of the heat network. Standing charges also cover policy costs incurred by the main gas supplier in support of government schemes, including the assistance of vulnerable households with energy bills and the support of renewable energy technology and reduction of carbon emissions.

Standing charges are applied even if the property is empty and non-consuming.

Every year, charges are reviewed and reconciled and broken down into their component parts to ensure accurate billing.

Both the tariff and the daily standing charge will appear on your invoice. There is also a 12 month comparison so you can compare and monitor consumption.

If the Heat Supplier is VAT registered, VAT will be added to the invoice. If the Heat Supplier is not VAT registered a equivalent rate will be charged equal to the VAT charged by the Energy Supplier. This is to ensure the Heat Supplier recovers enough funds to pay the Energy Supplier.

Download our Welcome Pack

Contractual Obligations and Relationships of Parties

Theodore Crawley Limited is the Heat Supplier and the Electricity and Water Reseller.
Under the terms of the Short Hold Tenancy Agreement, they provide these utilities to Residents.
Theodore Crawley Limited is liable to the utility companies for the buildings main supply utility charges.
The Residents are liable to Theodore Crawley Limited for their utility consumption charges.
Through HC-GB, Theodore Crawley Limited has appointed Ginger Energy to act on its behalf, and has instructed Ginger Energy to produce utility billing to residents.

Electricity Tariff Information

Invoices are produced in line with Ofgem rules on Reselling.
The Maximum Retail Price (MRP) rules mean that Theodore Crawley Limited cannot pass on more than charged by the utility supplier to them.
The tariff and standing charges appear on each invoice issued.

Water Tariff

Invoices are produced in line with Ofwats rules on Reselling.
The Maximum Retail Price (MRP) rules mean that Theodore Crawley Limited cannot pass on more than charged by the utility supplier to them.
The tariff and standing charges appear on each invoice issued.
You may still be charged directly by the water company for your share of surface water drainage.
The tariffs appear on the water companies website, should you wish to validate the tariffs charged.

Debt Collection Agent

Utilidebt are the appointed debt recovery company for this site. Your account will be referred to Utilidebt, if it becomes in arrears.
A letter will be issued from Ginger Energy, warning that case is being passed to Utilidebt for recovery action.
More information on Utilidebt can be found on their website www.utilidebt.com.

Vulnerable Persons

A vulnerable person might be considered as someone, in the case of an adult, who is over 18 years of age and is unable to protect themselves from abuse, harm or exploitation. There may be several reasons for this, such as illness, age, mental illness, disability or other types of mental or physical impairment. A detailed definition of a vulnerable adult can be found in Section 2 of The Police Act 1997 (Enhanced Criminal Record Certificates) (Protection of Vulnerable Adults) Regulations 2002. Residents who are vulnerable for the following reasons should ensure that Ginger are made aware of their circumstances:

have reached your state pension age
are disabled or have a long-term medical condition
are recovering from an injury
have a hearing or sight condition
have a mental health condition
are pregnant or have young children
have extra communication needs (such as if you don’t speak or read English well)

Ginger will keep a register of your details and help where possible by giving extra support. Such as:

Wherever possible, advanced notice of scheduled outages. For example, when they plan engineering work.
Nominee scheme. You can nominate someone to receive communications and bills from your supplier. For example, a family member, carer or someone you trust.

You should contact us at Ginger and let the team know as much as possible about your situation so the team can help you and add you onto the Priority Services Register.