Welcome to Devonshire House
Here you will find the information that relates to your development and its utility arrangements.
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Who is my Supplier?
DEVONSHIRE HOUSE (QUEENSWAY) RTM LIMITEDDevonshire House (Queensway) RTM LTD supplies the electricity to your home. Eight of the studio apartments, also receive Thermal or Heat Energy (heat and hot water). The industry refers to them as your "Reseller" (Electricity) and "Heat Supplier" (heat and hot water).
What utility is supplied by Devonshire House (Queensway) RTM LTD?
- Devonshire House (Queensway) RTM LTD supply your electricity
- Devonshire House (Queensway) RTM LTD also supply thermal energy (heating & hot water) to the 8 studio apartments.
- Severn Trent supply your water
- There isn’t a gas supply into your home
What is a Heat Network?
Apartments 105, 205, 305, 405, 505, 605, 705, & 805 receive heat and hot water through a Heat Network
- The technology that provides space heating and hot water into your homes is referred to as a heat network.
- Heat networks, are a centralised energy source, usually located in the plant room of the building, which delivers heat and hot water to the residents’ homes through a series of insulated pipes.
- The network is currently fed by gas. The gas is converted into heat and hot water, known as thermal energy or heat energy, which is then delivered into your home.
- Due to the age of your system there are no measuring devices on the network. As such, your tariff for the heat network is based on the operating costs divided by each of the eight apartments.
- If you live in one of the eight apartments serviced by the heat network, please know that you do not have a gas supply, therefore you are not charged for gas, but rather for thermal heat.
What is a Private Wire Network?
Devonshire House 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 independent national grid supplies 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 point remain in place and provides electricity to the entirety of building and the private network and sub metering system feeds from that main supply, into each apartment.
- The electricity supplier invoices Devonshire House (Queensway) RTM LTD for the consumption drawn from the national grid main supply point.
- Devonshire House (Queensway) RTM LTD then passes on charges to each of the residents for their share of these supply.
- The charges to residents are based on a sub meter reading which measures the consumption going into each apartment through the private network.
- The process of onward charging utilities through a private networks is referred to as “Reselling” by Ofgem the regulator.
- It is not possible to change supplier when you are connected to a private network 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 on-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 Centrick Property, Devonshire House (Queensway) RTM LTD has appointed Ginger Energy as their Billing Agent. Ginger Energy are responsible for producing utility invoices, and providing the associated customer support.
- You can contact Ginger on billingteam@gingerenergy.co.uk or by calling the offices:
Opening Hours 9am-5pm Mon- Fri
Disruption of Supply
Outages can be caused by a variety of reasons.
Area: (Electricity) You can check for regional power outages by looking at the National Grid website. They’ll provide real-time data by postcode of any issues disrupting supply.
Building: (Electricity) If the loss of supply is throughout the building but the rest of the area is unaffected, contact Centrick Property on 0333 012 4125 and let them know, and they will report the problem to a suitable engineer.
Inside your home: (Electricity) If the problem exists inside your apartment and your neighbours are unaffected, please contact your Landlord or Letting Agent if you are a Tenant. If you are a Leaseholder, as the fault is inside your apartment, you will need to contact a electrician to resolve the issue.
Heat & Hot Water outages, if you are in one of the 8 apartments that receive heat and hot water from Devonshire House (Queensway) RTM LTD, please contact Centrick Property on 0333 012 4125 and let them know. They will call a suitable engineer out to site.
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 my Bills?
1.
Before you make payment, please have your unique reference number ready.
You can set up a direct debit by logging into the Gingermine portal
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: 43072495
- Sort code: 20-55-59
- IBAN: GB11 BUKB 2055 5943 0724 95
- BIC: BUKBGB22XXX
- 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.
- Funds received from residents will be transferred to Centrick Property and they will use them to pay the national grid suppliers.
- This bank account is a “client” account and is protected as such.
Contractual Obligations and Relationships of Parties
- Devonshire House (Queensway) RTM LTD is the Reseller & Heat Supplier.
- Devonshire House (Queensway) RTM LTD is liable for the electricity and gas charges to the building.
- The Leaseholders are liable to the Devonshire House (Queensway) RTM LTD for the electricity and heat consumed inside their apartments.
- Devonshire House (Queensway) RTM LTD through their appointed Property Managing Agent Centrick, has appointed Ginger Energy to act on its behalf, and has instructed Ginger to produce regular billing to the Leaseholders and they have also instructed Utilidebt, to recover any unpaid charges from Leaseholders.
- If a Leaseholder sub lets their apartment, any consumption used by their Tenant, remains the liability of the Leaseholder. Therefore Leaseholder must make appropriate arrangements for recovery of any fees directly with their Tenant. Ginger do not have permission to discuss or add sub tenants onto the energy account as they are not the liable party.
Electricity Tariff Information
- Invoices are produced in line with OFGEM’S rules on reselling gas and electricity.
- The Maximum Retail Price (MRP) rules mean that Devonshire House (Queensway) RTM LTD cannot pass on more than charged by the utility supplier to them.
- The tariff and standing charges appear on each invoice issued.
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. If you rely on your energy supply for medical reasons your network operator can tell you about planned 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 Ginger and let us know as much as possible about your situation so the team can help you and add you onto our Priority Services Register.