This article applies for:
Billing
Published on:
Depending on your home and heat network, the cost of your heating and hot water may be shown on a heating bill or included within your service charge.
Your heating bill or service charge statement may contain additional information about your heat network charges, including details of how these have been worked out.
While some of our sites contain heat meters for each home to enable each customer’s individual use of heat to be worked out, at other sites heat costs are averaged over all the homes on a network.
You will have a heat meter at your home and pay only for what you use, if you live at one of the schemes below:
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Grace House, Lodge Road, London
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Alexandra Place, South Lake Crescent, Woodley, Reading
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Hockney Green, Andover
I’m on a metered site – how do I contact my billing agent?
We use two billing agents to help us calculate and send bills to customers on metered sites. If you have queries about your bills, payment plans, or meter readings, you should contact your billing agent. The details are below:
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For Grace House and Alexandra Place, contact Welcome Energy: www.welcomeenergy.co.uk/customer-care, telephone: 0203 744 9518
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For Hockney Green, contact Sycous: www.mysycous.com, telephone: 0333 880 3115, email: hello@mysycous.com
If you have a complaint about your billing agent, please contact us through our Contact Centre on 0333 400 8222 or via email contactcentre@aster.co.uk. See the complaints section below for help making a complaint about your service.