What if my heating and hot water are not working?
The first thing to check if you have no supply is to log in to your With Energy account and check your account balance. If you have credit or have paid your bills, and you believe there is a supply issue, please see the tips below for what to do.
In order for With Energy to supply heat to your home, you will need an active electricity and cold-water supply. Please note that if the building’s fire alarm is activated, your heat supply will automatically be disconnected for safety reasons.
If you are experiencing issues with other utilities, please contact the appropriate provider. If the fire alarm is active or was recently active, please contact your building management team first.
If you have credit and all other utilities are working fine, it sounds like the issue could be for With Energy to attend.
We may already be aware of supply issues at your site if these are affecting more than one property, and you can find updates on our website: https://withenergy.co.uk/service-status
You can report supply issues using the following routes:
- Hello@with.energy
- 0333 8000 111
If your issue is an Emergency, we would always recommend calling us to make us aware. Emergencies typically include:
- an uncontrollable leak that is causing a safety hazard
- someone in the household is vulnerable
- 5 or more residents in the building have lost heating and/or hot water
If you answered “Yes” to any of the above questions, call our team on 0333 8000 111 to report the issue, and we will arrange for someone to come and fix the problem within 4 hours.
Situations where With Energy won't attend
With Energy is only responsible for the supply of heat up to the Heat Interface Unit (HIU). If you are having an issue with a single radiator or a specific tap, if you are a tenant, you will need to ring your landlord to have them arrange a repair. If you are a leaseholder, you will have to employ your own contractor and arrange the repair yourself.
- Do you have hot water but no heat from some or all of your heating system outlets?
- Do you have heat, but not hot water from some taps?
- Do you need help with the programmer for your heating system?
- Is there hot water coming from your kitchen tap?
If you answered "Yes" to the questions above it sounds like the HIU is working, and the problem could be because of some equipment within your home (i.e. thermostats, taps and radiators or underfloor heating).