Midland Road Apartments

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Welcome to Midland Road Apartments

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

Midland Road Apartments

Who is my Heat and Hot Water Supplier?

supplier

Midland Apartments RTM Limited supplies the thermal energy that heats your home and provides hot water.

What Utilities do I have?

  • Heat and hot water is supplied by Midland Apartments RTM Limited
  • You can choose your own electricity supplier
  • Affinity water is your water 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 or sometimes a communal heat supply.

    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 home. 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 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, Midland Apartments RTM Limited will provide this energy throughout your occupation period.

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

What is a Heat Network?

Who are Ginger Energy?

    Through Fortem Property, Midland Apartments RTM Limited have appointed Ginger Energy as their 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 onbillingteam@gingerenergy.co.uk or by calling the offices:

0345 307 3433

Opening Hours 9am-5pm Mon- Fri

Ginger Energy

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, contact Fortem Property, on 020 3725 6755 let them know, and they will report the problem to a suitable engineer.

    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 engineers on 07875 372429 or info@drhiu.com.

    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. You can set up a direct debit by logging into our portal and following the instructions.

Login to your Account

2.

You can also pay by bank transfer to Barclays Bank Ginger Energy. We hold secure client accounts and funds are transferred to Fortem Property.

  • Account name: Ginger Energy
  • Barclays Account number: 53236986
  • Sort code: 20-00-00
  • IBAN: GB10 BARC 2000 0053 2369 86
  • BIC: BARC 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.

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

  • Midland Apartments RTM Limited is the Heat Supplier.
  • Under the terms of the Lease Agreement, they provide utilities ( Heat and Hot Water ) to Leaseholders.
  • Midland Apartments RTM Limited is liable to the utility company for the Gas charges for the entire building.
  • The Leaseholders are liable Midland Apartments RTM Limited for the Thermal Energy charges for consumption inside their apartment.
  • Through Fortem Property, Midland Apartments RTM Limited in its capacity of Freeholder and Heat Supplier has appointed Ginger Energy to act on its behalf, and has instructed Ginger to produce heat and hot water billing to the Leaseholders.
  • Leaseholders who sub let there property must make their own arrangements to recover sums owed to them for consumption by their tenants this can include adding the tenant as an authority on their energy account, however if their tenant does not pay, this is a matter between the leaseholder and their tenant and not the tenant and Midland Apartments RTM Limited
Contractual Obligations and Relationships of Parties

Complaints Procedure

    Ginger Energy administers complaints on behalf of Midland Apartments RTM Limited.

  • Midland Apartments RTM Limited Heat Supply Complaints Procedure is based on Heat Trust Scheme Rules and Good Practice Guidance.
  • Complaint Process

  • Effective from: September 2025
    Reviewed: October 2025
    Next Review Due: October 2026

  • 1. Our Commitment to You

  • Midland Apartments RTM Limited are committed to providing safe, reliable, and affordable heat supply and customer service. If you are unhappy with any part of our service, please let us know — we want to put things right quickly and learn from your feedback.

    This procedure explains:

    • How to raise a complaint
    • What happens next
    • When and how you can escalate your complaint

    We handle all complaints in line with the Heat Trust Scheme Rules and Ombudsman Services Energy standards.

  • 2. What Counts as a Complaint

  • A complaint is any expression of dissatisfaction — whether spoken or written — about our heat supply, billing, metering, charges, outages, or how we have handled an issue.
    You can make a complaint yourself or through a representative (e.g. family member, advocate, or support worker).

  • 3. How to Make a Complaint

  • You can contact us through our appointed agent Ginger Energy, in any of the following ways:

    📞 Telephone: 0345 307 3433
    📧 Email: Complaints@gingerenergy.co.uk
    💻 Online: https://gingerenergy.co.uk/
    ✉️ Post: Midland Apartments RTM Ltd C/o Ginger Energy 12 George Road Edgbaston B15 1NP
    🏢 In person (by appointment only): 12 George Road Edgbaston B15 1NP

    If you need help making your complaint — for example, if you have accessibility or language needs — please tell us. We can provide information in large print, or through an interpreter.

  • 4. What Happens When You Complain
  • Step 1: Acknowledgement

  • We will acknowledge your complaint within 3 working days and provide you with a reference number and contact person.

  • Step 2: Investigation

  • A trained member of our customer service team will investigate your complaint fairly and thoroughly. We may contact you to clarify details or ask for supporting information (for example, a meter reading or photo).

  • Step 3: Our Response

  • We will aim to send you a full written response within 4 weeks of receiving your complaint.

    Our response will include:

    • What we found and how we investigated
    • Our decision and any steps we will take to put things right
    • Any offer of goodwill, refund, or compensation (if applicable)
    • Information about your right to escalate

    If we cannot resolve fully within 4 weeks, we will explain why and let you know when you can expect a final answer.

  • 5: If You’re Not Happy with the Outcome

  • If you’re still unhappy after our final response — or if 8 weeks have passed since you first complained — you can refer your case to the Energy Ombudsman.

    This service is free, independent, and impartial.
    The Ombudsman will review your case and decide what should happen.
    Midland Apartments RTM Ltd are bound by their decision.

    Energy Ombudsman – Heat Networks
    🌐 Website: www.energyombudsman.org
    📞 Telephone: 0330 440 1624
    📧 Email: heatnetworks@energyombudsman.org
    ✉️ Post: Ombudsman Services, PO Box 966, Warrington WA4 9DF

  • 6. Vulnerable Customers

  • If you are in a vulnerable situation (for example, due to age, health, disability, or financial hardship), please let us know. We will handle your complaint sensitively and can offer additional support, such as:

    • Priority handling
    • Home visits (if appropriate)
    • A nominated representative to liaise with us on your behalf

  • 7. Learning and Continuous Improvement

  • We record every complaint and regularly review them to identify patterns and areas for improvement. We will also share our summary complaint data each year as part of our commitment to transparency and accountability.

  • 8. Our Internal Escalation Pathway

  • If your complaint cannot be resolved by our frontline team, it will be reviewed in the following order:

    1. Head of Customer Service →
    2. Head of Billing Services→
    3. Director

    At each stage, we will confirm who is handling your case and when you can expect an update.

  • 9. Contact Us Anytime

  • If you have any questions about this process, contact our Customer Relations Team:

    🌐 Website:Gingerenergy.co.uk
    📧 Email: Billingteam@gingerenergy.co.uk
    📞 Phone: 0345 307 3433 (Option 2)
    ✉️ Post: Midland Apartments RTM Ltd C/o Ginger Energy, 12 George Road Birmingham B15 1NP
    🕓 Office hours: Monday to Friday 9am- 5pm

  • 10. Independent Advice

  • You can also contact Citizens Advice, at any time regarding matters with your heat network.

    🌐 Website: www.citizensadvice.org.uk
    📞 0808 223 1133
    🕓 Opening hours vary according to location

Complaints Procedure

Debt Collection Agent

Utilidebt
  • 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)
  • need to use medical equipment that re5uires a power supply
  • would struggle to answer the door or get help in an emergency

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.