Welcome to Ginger Energy's dedicated area for Emerald House
Here you will find the information that relates to this development and its utility arrangements. Emerald House RTM have their own website www.emeraldhouseheat.network.co.uk that provides more information regarding these supply arrangements.
Who is my Heat and Hot Water Supplier?
Emerald House RTM Company LimitedEmerald House RTM Company Limited supplies the thermal energy that heats your home, and provides hot water.
What Utilities do I have?
- Heat & hot water (thermal energy) is supplied by Emerald House RTM Company Ltd
- You can choose your own electricity supplier
- Thames water is your water and sewerage supplier
- 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 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, which is then delivered into your home.
There is a heat exchange unit and a heat interface unit (HIU) fitted in each apartment. The HIU has a meter inside it which measures the 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 plant rooms energy supply will be transferred away from using gas, 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, Emerald House RTM Company will provide your thermal energy throughout your occupation period.
Please note that Energy Price Guarantee, more commonly known as Price the Cap, does not apply to heat charges.
Who are Ginger Energy?
Emerald House RTM Company Limited have appointed Ginger Energy as the Billing Agent and resident support provider. Ginger Energy are responsible for producing Heat Network invoices, and providing the associated customer support to residents.
You can contact Ginger on billingteam@gingerenergy.co.uk or by calling the offices:
Opening Hours 9am-5pm Mon- Fri
Disruption of Your Heat Network Supply?
Is the problem throughout the building or is it isolated to your home only?
If its a building wide problem, and you are a Resident Leaseholder contact EPP Chartered Surveyors on 07783 723 988, let them them know, and they will report the problem to a suitable engineer. Out of hours, please use the Emergency Helpline Number which is 0203 148 2625. (If you are a renting your property, contact your lettings agent).
If the issue is related to your apartment only such as broken HIU or Meter, these items form part of the demised property. Therefore it remains the liability of the leaseholder for repair or replacement. You can contact specialist heating engineer such as Joe@heatplex.com. (If you are renting your property, please contact the letting agent).
How do I pay may bills?
1.
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 our portal and following the instructions.
2.
You can also pay by bank transfer to Barclays Bank Ginger Energy. We hold secure client accounts and funds are transferred to Emerald House RTM Company Ltd via EPP Chartered Surveyors, so they can pay the gas supplier.
- Account name: Ginger Energy
- Barclays Account number: 33939642
- Sort code: 20-00-00
- IBAN: GB73 BARC 2000 0003 3939 642
- BIC: BARCGB22XXX
- 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.
Heat Network Tariff Information
Invoices are produced and are separated into two elements: Heat tariff and daily standing charge.
The consumption measured by your meter is multiplied by the pence per unit heat tariff charged by the Heat Supplier for the period. These heat tariff includes costs components such as raw commodity (gas) and industry transmission charges (sometimes known as heat losses).
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 heat 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.
Contractual Obligations and Relationships of Parties
- Emerald House RTM Company Limited is the Heat Supplier and Heat Operator.
- Under the terms of the Lease Agreement, they provide energy (Heat and Hot Water) to Leaseholders.
- Emerald House RTM Company Limited is liable to the utility company for the Gas charges for the entire building.
- The Leaseholders are liable Emerald House RTM Company Limited for the energy charges for consumption inside their apartment.
- Emerald House RTM Company Limited in its capacity Heat Supplier and Operator has appointed Ginger Energy to act on its behalf, and has instructed Ginger to produce heat and hot water billing to the Leaseholders and provide the associated resident customer service.
- Leaseholders who sub let there property must make their own arrangements to recover sums owed to them for consumption by their tenants, it sis not Emerald House RTM Company Limited responsibility to invoice your tenants
Vulnerable Persons
If you need additional support, please let us know if you are:
- 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)
- would struggle to answer the door or get help in an emergency
- Have any other vulnerability we need to be aware of
Ginger can also add you to our PSR register and give you 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.