Living on Mersey Heat

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 Vital Glass App.

To enable us to set up your account, it is mandatory that you register via the Vital Glass App.

You can manage your account through the Vital Glass App.

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

• Receive notifications
  
  Click here to Register for Vital Glass

If you are a Landlord, or the authorised Letting Agent it is your responsibility to complete and return both Change of Tenancy Forms to Vital Energi.

Please request both Change of Tenancy forms by emailing billing@vitalenergi.co.uk or via phone on 0151 245 2518.

These forms will provide us with contact information for the new Tenant and allow a new account for the property to be created.

As we will enter a new heat supply contract with your Tenant, we will provide a copy of the Heat Supply Agreement to them upon receipt of both Change of Tenancy Forms.

Please return Change of Tenancy forms to us via post or email:

Metering & Billing Department,
Vital Energi Utilities Ltd,
Century House, Roman Road,
Blackburn, BB1 2LD

billing@vitalenergy.co.uk

Please note this process must be repeated for each change of tenancy.

If you are letting out your home and wish to be represented by a Lettings Agency, we require you to complete the Letting Agency Authorisation Form, this will need to be signed by both you and the Letting Agency. Mersey Heat will not be able to discuss or make changes to your heat supply account without this completed form.

Please request the Letting Agency Authorisation Form by emailing billing@vitalenergy.co.uk or via phone on 0151 245 2518.

Please return the completed form to us via post or email:

Metering & Billing Department,
Vital Energi Utilities Ltd,
Century House, Roman Road,
Blackburn, BB1 2LD

billing@vitalenergy.co.uk

The Landlord or the Letting Agent should advise the Tenant of the transfer of responsibility to them to pay for the property’s heat supply and we encourage you to cover this in the Tenancy Agreement.

All heat and hot water you use at home will be billed through a Credit Billing Method only (Pay As You Go method is not available).

Your bills will be delivered to you monthly via your Vital Glass App. This is a default setup for all residents at Tobacco Warehouse.

Your invoices are calculated by applying the current tariff to the metered energy use.

The invoice also includes a fixed charge and 5% VAT.

Our charges for the heat supply are made up of a Standing Charge (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 Mersey Heat Energy Network.

For further details on your tariff, please see your Residential Heat Supply Agreement.

Please note, that the fixed charge does not include the repair, maintenance or replacement of your home heating system (such as pipes and radiators in your home). This remains your obligation and is not included in or covered by our charges.

For all customers, we offer a number of ways to make payments.

These include Direct Debit, online, through Vital Glass App or by telephone.

Payment details will be on your monthly bill accessible via your Vital Glass account.

• Vital Glass App & Portal: Vital Glass is available to download on iOS and Android, by simply searching 'Vital Glass' in your app store.

• Online portal: https://resident.vitalenergiglass.co.uk/ You should receive your Vital 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 billing@vitalenergi.co.uk.

• 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.

Your Residential Supply Agreement is in place for as long as your property is occupied.

You or your tenant must give us notice if you or they are moving out.

A moving out form can be requested either by emailing billing@vitalenergi.co.uk, or via phone on 0151 245 2518.

Please return the Moving Out Form to us via post or email:

Metering & Billing Department,
Vital Energi Utilities Ltd,
Century House, Roman Road,
Blackburn, BB1 2LD

billing@vitalenergy.co.uk

You may end your contract by giving us at least 30 days written notice.

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 must 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 choose to let out your home again, we will enter into a new Heat Supply Contract with your tenant upon your request when you submit both Change of Tenancy forms.

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.

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 their 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.

To learn more about Vital Energi, please visit www.vitalenergi.co.uk

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 Vital 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

To help you manage any arrears payments to Mersey Heat, we are able to agree an affordable payment plan with you based on your circumstances which will allow you to continue receiving heat while reducing 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 will provide you with a written notice of at least 30 days in advance of the suspension of your heat and hot water supply.

If you are having any payment difficulties, please contact us to discuss your circumstances.

Please note, we will never knowingly disconnect the energy supply if you are a registered Vulnerable Customer.

For more information on who qualifies as a Vulnerable Customer, please call us on: 0151 245 2518

As part of Liverpool City Council planning requirements, the Liverpool Waters development was required to include a District Heating Network.

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.

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. In addition, our charges include for all maintenance and replacement of all of our installed equipment.

If you are experiencing issues with your heat supply, please call us immediately on 0151 245 2518.

Please note, we are only responsible for heat and hot water supply up to and including your HIU inside or outside of your property depending on the design of your property.

I HAD NO HEAT SUPPLY AND I WISH TO MAKE A COMPENSATION CLAIM, WHAT DO I DO?

Please contact our Customer Service Team:

Email: billing@vitalenergi.co.uk

Phone: 0151 245 2518

Post: Metering & Billing Department,
Vital Energi Utilities Ltd,
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.

Download our Complaints Procedure.

Download our Guaranteed Service Standards.

What is an emergency? 

An incident caused by or affecting the Mersey Heat Network which is causing or likely to cause a serious risk of personal injury or serious damage to property and/or loss of heating and hot water to multiples residences.

What should I do?

If there is an emergency with your heat supply, you must report this immediately by calling our customer service team on 0151 245 2518.  The customer service is available 24/7.

What will we do?

When you report an emergency during out of hours (between 17:30 and 08:00) our on-call centre will complete a triage and contact the on-call engineer. The engineer will then diagnose if a visit is required. If the issue is an emergency, our on call will attend after receiving the call. When an emergency is reported in hours, the operations team will receive the call, complete the triage, and diagnose if a visit is required with a view to attend within the response time of 4 hours.