WELCOME TO MERSEY HEAT
Mersey Heat is the Energy Services Company (ESCO) that is responsible for ensuring low-carbon energy is delivered to Stanley Tobacco Warehouse and to your home at low cost. Mersey Heat is a heat supply company and is the name you will see on your customer bills and all communication alongside Vital Energi. Mersey Heat is fully owned by Peel.
Mersey Heat has chosen Vital Energi, who specialises in energy generation solutions and the management and operation of these systems, as the delivery contractor for the Liverpool Waters heat network. Vital Energi is one of the largest and longest-established installers of district heat networks in the UK and has a highly experienced team.
This heat network will contribute towards the UK Government’s targets to bring all greenhouse gas emissions to net-zero by 2050 and help to make Liverpool’s Waterfront a greener place to live, work and visit.
HOW DOES THE DISTRICT HEATING SYSTEM WORK?
Your property receives heat and hot water generated by a community energy scheme and distributed via a district heating pipe system.
THE MAIN COMPONENTS OF THE SYSTEM ARE:
Energy Centre
The Energy Centre is the central location where heat and hot water are generated.
Distribution Network
The Distribution Network is the pipe network that delivers hot water to each home across the development.
Heat Interface Unit (HIU)
Heat Interface Unit (HIU) enables individual temperature control and metering of heat and hot water usage. HIU is placed in the service cupboard outside of your property.
WAYS TO SAVE
There are ways to reduce your heating costs throughout the home.
TURN YOUR THERMOSTAT DOWN
Reducing your thermostat setting by just 1ºC could save you up to £75 per year, without noticing any difference.
UNDERSTAND YOUR HEATING SYSTEM AND ITS CONTROLS
Take time to learn how your heating system works - and how to use the controls properly - so that you can use it in the best and most cost-effective way for you. For example, your home will take about 30 minutes to cool down (longer in a well-insulated property) so consider turning the heating off half an hour before you go to bed.
Information about how best to use your heating system will be always accessible to you via the new QR code on the reverse of your In-Home-Display (IHD)unit.
KEEP FURNITURE AWAY FROM RADIATORS
The foam in upholstered furniture is a very effective heat insulator and prevents heat from being distributed into your room.
MANAGE THE TEMPERATURE OF YOUR HOME
Try to keep the temperature of your home between 18 and 21°C.
AVOID DRYING YOUR CLOTHES ON RADIATORS
Drying clothes on radiators makes your heating system work harder, and could cause condensation, which could create a damp problem in your home.
HELP & SUPPORT
Being there when you need us
METERING & BILLING TEAM
We are available to answer any questions or queries that you may have regarding Mersey Heat or your heat and hot water supply.
For any queries regarding your heat meter, bills and payments, please get in touch using the following methods:
Email: metering@vitalenergi.co.uk
Phone: 0151 245 2518
Post:
FAO Metering & Billing Department,
c/o Vital Energi Utilities Limited Century House, Roman Road Blackburn, BB1 2LD
Our Metering & Billing team is available 8.00am – 6.00pm, Monday to Friday.
OPERATION & MAINTENANCE TEAM
If there is an issue with the heat and hot water supply to your property or with your HIU,
please call our Operation & Maintenance team on: 0151 245 2518
This service is available 24 hours a day.
Please note, that Mersey Heat is responsible for heat and hot water supply up to and including your HIU outside of your property. Any issues that may cause disruption to your heating system inside of your property such as airlocks in pipes or radiators remain your responsibility.
GETTING STARTED
Mersey Heat is an Energy Services Company (ESCo) responsible for managing and maintaining the heat and hot water services for Liverpool Waters Development. Vital Energi will provide all communications in regard to the heat network on behalf of Mersey Heat.
HOW DO I REGISTER?
When you move into your property, you must register with Mersey Heat.
As part of this registration process, you will need to sign the Heat Supply Agreement and Registration Form.
You will receive a Welcome Pack and an activation code to sign into your Glass Application.
To enable us to set up your account, it is mandatory that you register via Glass.
Download Residential Heat Supply Agreement
Download Heat Registration Form
HOW DO I ACCESS MY ONLINE ACCOUNT?
You can manage your account through Vital Glass.
Vital Glass allows you to take control of your energy by managing your account online. You'll have no more estimated bills or confusing paperwork and you will find everything you need at your fingertips.
Vital Glass allows you to:
Gain 24/7 access to your account
Update your account details
View your energy consumption
View your bills
Make payments
Top-up your PAYG
Click here to Register for Vital Glass
How to register if you are a LANDLORD AND WANT your TENANTS TO PAY THEIR BILLS
If you are a landlord it is your responsibility to provide the Heat Supply Agreement and Registration Form to your tenants to sign and return to us via post:
FAO Metering & Billing Department
c/o Vital Energi Utilities Limited Century House, Roman Road Blackburn, BB1 2LD
or by emailing us at: metering@vitalenergi.co.uk
The account for the property will then be created in the tenant’s name and all bills will be sent to that tenant.
This process must be repeated for each change of tenancy.
HOW AM I BILLED?
From April 2023, the heat and hot water you use at home will be billed through a PAYGO meter. PAYGO billing is also called pay-as-you-go and means you pay for your heating and hot water upfront by topping up a meter. This is a smart heat metering solution that will help you understand, budget and control your heat energy consumption. Unlike other companies, we ensure our PAYGO customers receive the highest standards and customer protection whilst also benefiting from discounted tariffs. The transition from your existing solution is done remotely and does not require an engineer to come to your home. This is a default setup for all residents at Tobacco Warehouse.
Under exceptional circumstances and/or if you are vulnerable, Vital Energi will issue invoices on Mersey Heat’s behalf for your heat and hot water usage on a monthly basis.
These will be delivered to you monthly via your Vital Glass App.
HOW IS MY BILL CALCULATED?
Whether you are a credit billing customer or a PAYGO customer your invoices are calculated by applying the current tariff to the metered energy use.
The invoice also includes a fixed charge and 5% VAT.
WHAT IS MY TARIFF?
Our charges for the heat supply are made up of a Standing (fixed charge) -for making the heat supply available to your home, regardless of whether you use it and a Consumption charge -for the heat supply you use. The fixed charge covers aspects of metering and billing, administration charges, maintenance, and repair of the MHL Energy Network.
* Subject to all terms and conditions PAYG customers may benefit from a discount in form of Friendly Credit Top-up if optioned in for this billing method in 2023.This option is no longer available for new customers.
The charges above are inclusive of VAT (5%) and are in accordance with the terms of the Residential Supply Agreement.
Please note , that the fixed charge does not include the repair, maintenance or replacement of your home’s heating system (such as pipes and radiators in your home). This remains your obligation and is not included in or covered by our charges.
HOW CAN I PAY?
For both PAYG customers and credit billing customers, we offer a number of ways to make payments.
These include Direct Debit, online, through Vital Glass or by telephone.
Payment details will be on your monthly bill or on the PAYGO statement available to you via your Glass account.
Glass App & Portal Glass is available to download on iOS and Android, by simply searching 'Vital Glass' in your app store.
Online portal at: https://resident.vitalenergiglass.co.uk/ You should receive your Glass activation code by post. If you have any issues, please contact the customer service team.
Online: You can log on to: https://vitalenergipayments.paypoint.com/ energy to make single payments by credit or debit card.
Direct Debit: You can set up a Direct Debit to pay a fixed amount of credit onto your meter each month. To do this you will need to request a Direct Debit mandate, this must be completed and returned either by post or by email to directdebit@vitalenergi.co.uk. New direct debit has to be set up to enable a transition from credit billing to PAYGO.
Paypoint: You will need to request a PAYGO payment card from our customer service team. You can take your PAYGO card to any PayPoint outlet and make a payment by cash. Please note: Your nearest PayPoint outlets can be found on the PayPoint website: https://www.paypoint.com/en-gb. All stores should display the PayPoint logo. There may be a charge for using your debit/credit card.
Telephone: Call our automated top-up line on 0151 245 2518 and make a payment via credit or debit card. This service only accepts payments in multiples of £5.
I AM MOVING OUT, WHAT DO I DO?
Your Residential Supply Agreement is in place for as long as your property is occupied. You may end this contract by giving us at least 31 days written notice. Please send the moving out form via;
Post: FAO Metering & Billing Department
c/o Vital Energi Utilities Limited Century House, Roman Road Blackburn, BB1 2LD
or by emailing us at: metering@vitalenergi.co.uk
If you move out of your home, you must give us a forwarding address so that we can contact you about any amounts that we may owe you or any charges that you may owe us. Even after ending this contract, you still have to pay all charges that you owe. We will take a final meter reading on the date this contract ends and provide you with a final bill within 14 days.
If you let out your home, we will enter into a new heat supply contract with your tenant upon your request. You should advise your tenant of the transfer of responsibility to them to pay for the heat supply and we would advise that you cover this in your tenancy agreement with them.
You can bring your Residential supply agreement to an end when your lease has been assigned and the new tenant enters into a replacement Residential supply agreement with us.
Once you have agreed to leave the property you can contact us by the following methods to request a replacement Residential supply agreement and a blank direct debit mandate.
Email: metering@vitalenergi.co.uk
Phone: 0151 245 2518
Post:
FAO Metering & Billing Department, Mersey Heat,
c/o Vital Energi Utilities Limited Century House, Roman Road Blackburn, BB1 2LD
FREQUENTLY ASKED QUESTIONS
WHO IS MY BILLING PROVIDER?
From the date of your heat supply, the billing service will be managed by Vital Energi.
Vital Energi is an energy provider with over 30 years of experience in delivering a variety of energy solutions to support our clients in meeting their net-zero carbon targets. Vital Energi services include complete metering and billing solutions to provide our customers, housing providers and energy providers with absolute confidence in the accuracy and reliability of their systems
Vital Energi currently manage over 36,000 meters throughout the country and provide both Credit Billing and Pay As You Go solutions.
To learn more about Vital Energi, please visit www.vitalenergi.co.uk
HOW DO I SUBMIT A METER READING?
We will automatically receive remote meter readings every month from your HIU, which means you only pay for the heat and hot water that you consume. However, there may be a time when you may need to submit your meter reading.
This may be due to:
Moving in/ moving out; or
an issue with our AMR system (Automatic Meter Reading), which we will inform you about in advance;
If your meter is placed in the side cupboard outside of your apartment, you will need to request access via the concierge who is available in the building 24/7. The quickest way to provide a meter reading is through your online Glass account. If you don’t have one yet, it only takes a few minutes to register and you can start benefitting straight away, simply click below to register
Click here to Register for Vital Glass
You can also provide your meter readings without an online account by emailing billing@vitalenergi.co.uk
WHAT HAPPENS IF I HAVEN’T PAID MY BILL?
To help you manage any arrears payments to Mersey Heat , we are able to create a payment plan based on your circumstances which will allow you to continue receiving heat while reducing the amount of your heat debt.
If you wish to arrange a payment plan, please contact our customer service team on: 0151 245 2518
We don’t ever want to disconnect your heat supply and we will always explore every alternative. However, if no solution can be found we can install a PAYGO meter. Before we install a PAYGO meter we will provide written notice of at least 30 days in advance.
If you are having any payment difficulties, please contact us to discuss your circumstances.
We will never knowingly disconnect the energy supply if you are a registered vulnerable customer.
For more information on who qualifies, please call us on: 0151 245 2518
WHY DO WE HAVE A DISTRICT HEATING NETWORK?
As part of the planning requirements to build Liverpool Waters the development was required to include a District Heating Network. As well as this the Mersey Heat is committed to creating a sustainable community. Innovative and unique sustainability initiatives are built into every aspect of our community to minimise the environmental impact of the development and offer a high quality of life.
HOW IS THIS DIFFERENT FROM A TRADITIONAL GAS BILL?
The misleading issue with comparing to other utility companies is that we charge you for the amount of heat and hot water that your home uses. Other companies charge you for the gas provided to your home. Gas and heat, while they are both measured in kWh, cannot be compared readily on a like-for-like basis as it does not take energy losses and efficiencies associated with conventional gas systems into account.
WHAT DO I DO IF I HAVE NO HEAT SUPPLY?
If you are experiencing issues with your heat supply, please report this immediately on 0151 245 2518.
Please note, we are only responsible for heat and hot water supply up to and including your HIU outside of your property.
I HAD NO HEAT SUPPLY AND I WISH TO MAKE A COMPENSATION, WHAT DO I DO?
Please contact our Customer Service team at the below:
Email: metering@vitalenergi.co.uk
Phone: 0151 245 2518
Post:
FAO Metering & Billing Department,
c/o Vital Energi Utilities Limited Century House, Roman Road Blackburn, BB1 2LD
If you wish to make a complaint, you must do so by getting in touch within three months of the date of the event to claim any guaranteed service payments. If approved, payments will be credited to your heat account within 30 days of your claim.
To download our Guaranteed Service Standards, please click here.