Welcome to the Switch2 resident portal

Are you a new customer?

Welcome to your new heating system!

This section will guide you through all you need to know about your property’s heating and hot water system.

• What is community heating?
• Customer support
• About your service provider

Contact our Customer Services team by telephone on 0333 321 2010 available Monday to Friday 8am–6pm. Or you can email customerservices@switch2.co.uk

*If you have an emergency we operate a 24/7 out of hours emergency service using the same telephone number.

Are you a billing customer?

There are a selection of ways to pay your bill with Switch2.

Setting up your account

• Direct Debit
• Paperless billing
• Submit a meter reading
• Register an online account

Tariff

• What is a standing charge
• Costs, VAT & billing

Paying your bill

• When, where, how often

Are you a pay-as-you-go customer?

As a pay-as-you-go customer of Switch2, there are a selection of ways you can top-up and keep in control of your energy spend.

• PAYG services
• How to use your PAYG meter (G6 / Incontro)
• Topping-up
• Tariff
• Customer support

Problem with your supply or heating system?

Having a problem with your supply or have questions relating to your heating system? Here are some handy hints and tips that may help you.

• No heating
• No hot water
• No heating and hot water
• Understanding your G6 meter
• Leak in your property

Contact our Customer Services team by telephone on 0333 321 2010 available Monday to Friday 8am–6pm. Or you can email customerservices@switch2.co.uk

*If you have an emergency we operate a 24/7 out of hours emergency service using the same telephone number.

Are you moving home?

Owners

If you own your home and are moving, or sub-letting your property. You will need to advise your managing agent to get in touch with us.

Renters

If you are moving home, we would usually need your managing agent, housing association or landlord to get in touch with us, just to confirm who to change the billing details over to.

Once we have confirmation of you moving home, we can then arrange to take a final meter reading. We will then provide you with either your final bill or a reimbursement of any credit remaining on your Switch2 account, once you have moved out of your home.

Telephone: 0333 321 2010

Email: customerservices@switch2.co.uk

What is Heat Trust?

Heat Trust is the first voluntary customer protection scheme, designed to protect heat network customers.

Launched in November 2015 as an independent, non-profit consumer champion for heat networks that holds the industry to account for the benefit of everyone involved.

Heat Trust make sure customers enjoy the benefits of heating systems fit for the future by:

• Applying strict customer service standards to heat suppliers
• Providing access to an independent dispute resolution service through the Energy Ombudsman
• Working with suppliers to promote best practice, innovation and continuous improvement in customer service

It works by creating a layer of customer protection for residents on heat networks, putting a standard in the quality and level of customer service provided to customers by their heat energy supplier.