2. It’s no surprise that an efficient community heating scheme will provide
better benefits and a reliable, consistent service to residents. But… how
can this be done and what needs to be considered?
3. It’s no surprise that an efficient community heating scheme will provide
better benefits and a reliable, consistent service to residents. But… how
can this be done and what needs to be considered?
It’s not rocket science… we
know that in order to have
happy residents you need to
provide: Reliable, quality and
convenient heat.
4. It’s no surprise that an efficient community heating scheme will provide
better benefits and a reliable, consistent service to residents. But… how
can this be done and what needs to be considered?
Reliable
heat
Comfort &
convenience
Affordable
heat
It’s not rocket science… we
know that in order to have
happy residents you need to
provide: Reliable, quality and
convenient heat.
6. Thechallenges
How do we address these challenges?
With engagement, ensuring quality systems
and affordability.
Lack of knowledge
Debt exposure
Customer
perception and
satisfaction
Vulnerable
residents
Poorly operated
schemes
8. An example
district heating
scheme
Community heating Vs district heating:
The difference
District heating is the distribution of heat
from a large scale generation to various
buildings connected to a network. This
could include apartment buildings,
commercial outlets, leisure centres and
stadiums.
9. 7 8
9 1
0
1
1
1
2
An example of a
community
heating scheme
Community heating Vs district heating:
The difference
10. 7 8
9 1
0
1
1
1
2
An example of a
community
heating scheme
Community heating Vs district heating:
The difference
Community heating is a centralised
heating system that supplies heat
and hot water to one building block
with more than one heat customer.
12. HeatNetworkRegulations
What is it?
The Energy Efficiency Directive (EED) promotes
energy efficiency in the EU to achieve
the Commission’s 2020 20% headline target on
energy efficiency.
The Heat Network (Metering and Billing)
Regulations 2014 implements the requirements of
the EED with respect to the supply of distributed
heat, cooling, hot water and cold water.
14. Heat Network Regulations scope:
What is covered?
District heat networks:
• Multiple buildings
• 1 or more customers
Communal heating
• 1 building
• Multiple customers
15. Heat Network Regulations scope:
What is covered?
District heat networks:
• Multiple buildings
• 1 or more customers
Communal heating
• 1 building
• Multiple customers
The building is for
multiple domestic and/
or non-domestic multi
occupancy use.
16. Heat Network Regulations scope:
What is covered?
District heat networks:
• Multiple buildings
• 1 or more customers
Communal heating
• 1 building
• Multiple customers
The building is for
multiple domestic and/
or non-domestic multi
occupancy use.
E.G.
Apartment: (domestic)
- Cooking facilities
- Sanitary facilities
- Used as living space
Multi use (non-domestic)
- Partitioned space
- Non-residential activity
- May be some shared
services
17. The heat supplier – who is it?
The heat supplier is:
• The supplier to the final customer
• Collecting payment/buying the fuel
• Authority to fit meters
This could be either the owner,
operator/managing agent, service agent or
other.
18. The heat supplier – who is it?
The heat supplier is:
• The supplier to the final customer
• Collecting payment/buying the fuel
• Authority to fit meters
This could be either the owner,
operator/managing agent, service agent or
other.
THIS COULD BE YOU!
25. Benefits: final customer metering
Reduces CO2
emissions
Addresses fuel poverty
through behavioural change
26. Benefits: final customer metering
Reduces CO2
emissions
Addresses fuel poverty
through behavioural change
Performance
management
27. Benefits: final customer metering
Reduces CO2
emissions
Addresses fuel poverty
through behavioural change
Reduces
consumption
Performance
management
28. What do you think?
Open windows in winter:
A symptom of flat rate
charging for heat?
Benefits: final customer metering
Reduces CO2
emissions
Addresses fuel poverty
through behavioural change
Reduces
consumption
Performance
management
30. What smart metering has meant for the residents
1
2
Accurate and timely bills
Convenient payment options
(online, phone or shop)
31. What smart metering has meant for the residents
1
2
Accurate and timely bills
3
Convenient payment options
(online, phone or shop)
In-home display
Transparency over spend
32. What smart metering has meant for the residents
1
2
Accurate and timely bills
3
Convenient payment options
(online, phone or shop)
4
In-home display
Transparency over spend
Bringing together cost and
control
33. What smart metering has meant for the residents
1
2
Accurate and timely bills
3
Convenient payment options
(online, phone or shop)
4
In-home display
Transparency over spend
5Choice
Bringing together cost and
control
34. What smart metering has meant for the residents
1
2
Accurate and timely bills
3
Convenient payment options
(online, phone or shop)
4
In-home display
Transparency over spend
5Choice
Bringing together cost and
control “Because the whole family are out at
work all day, I’m only paying for what
we use is beneficial to our family. We
are spending less on energy.”
Sheffield City Council resident.
37. Bringing together cost and control
Budgeting
controls
Thermostat &
programmer
Smart metering
system
38. Bringing together cost and control
Budgeting
controls
Thermostat &
programmer
Smart metering
system
39. Bringing together cost and control
Budgeting
controls
Thermostat &
programmer
Smart metering
system
Reduces
costs for
residents
40. Duty to meter: Point of entry meters
• Applies to district heat networks, not community schemes
• Only required where technically possible
• If not in place you are liable for action after 30th April 2015
41. Duty to meter: Point of entry meters
• Applies to district heat networks, not community schemes
• Only required where technically possible
• If not in place you are liable for action after 30th April 2015
42. Duty to meter: Point of entry meters
• Applies to district heat networks, not community schemes
• Only required where technically possible
• If not in place you are liable for action after 30th April 2015
56. CIBSE/ADE CP1 Code of Practice
for heat networks
If heat networks are to form a
significant part of our future low
carbon energy infrastructure in the
UK, and meet client and customer
expectations, then they need to be
designed, built and operated to a
high quality. This Code has been
produced to assist in achieving
that aim by raising standards right
across the supply chain.
59. Streamline your approach
The CIBSE/ ADE
Code of Practice
outlines and ties
together the roles
and responsibilities
of the supply chain
on a heat network.
Use it to understand
who and how a heat
network project is
tied together –
keeping in mind the
strategic aims and
its goals.
62. Why are heat networks different?
It is emphasised that a heat network will only rarely operate at its peak design condition
and for the majority of the time the demands will be much lower, typically 10-25% of the
peak demand.
63. Why are heat networks different?
It is emphasised that a heat network will only rarely operate at its peak design condition
and for the majority of the time the demands will be much lower, typically 10-25% of the
peak demand.
64. The building network: Key issues
The solution?
Find out &
go take a
look
Lack of insulation
• Terminal runs
• Valves
Lack of
optimisation
Poor return
temperatures
Section 3.9 of the
CP1: A must read!
65. Bringing together BEMS and metering
Metering is not just about
billing… think about temperature
flow rates for performance.
0
50
18 22 26 30 34 38 42 46 2 6 10 14 18 22 26 30 34 38 42 46 2 6 10 14 18 22 26 30 34 38 42 46 2
Centigrade
Half hourly period
Delta T
1 5 17
Metering
BEMS
strategy
67. Portfolio management
• League tables & benchmarking
• Connecting buildings for better efficiencies
and telemetry
• Managing performance
68. Portfolio management
• League tables & benchmarking
• Connecting buildings for better efficiencies
and telemetry
• Managing performance
69. Portfolio management
• League tables & benchmarking
• Connecting buildings for better efficiencies
and telemetry
• Managing performance
70. Example: Switch2 optimise dashboard
When a heating scheme is connected together, metering data can be
interrogated to provide a clear picture of actual consumption and display room
for improvement.
71. Example: Switch2 optimise dashboard
When a heating scheme is connected together, metering data can be
interrogated to provide a clear picture of actual consumption and display room
for improvement.
84. To summarise: Think about…
Metering Behavioural
change
Reduced
consumption
Inform BEMs
strategies
Cultural change in
plant room
operations
85. To summarise: Think about…
Metering Behavioural
change
Reduced
consumption
Inform BEMs
strategies
Cultural change in
plant room
operations
Prioritise
investments
86. To summarise: Think about…
Metering Behavioural
change
Reduced
consumption
Inform BEMs
strategies
Cultural change in
plant room
operations
Prioritise
investments
Reduced public
spend
87. To summarise: Think about…
Metering Behavioural
change
Reduced
consumption
Inform BEMs
strategies
Cultural change in
plant room
operations
Prioritise
investments
Reduced public
spend
88. Download your free energy
efficiency checklist:
• Gain an understanding of why community
heating might under-perform
• Pinpoint areas of improvement
• Maximise your schemes potential
• Bring down the cost of heat and hot water for
residents
Notes de l'éditeur
The overall challenges fir heart network operator
The overall challenges fir heart network operator
Data collection – easier and data more comprehensive
Data collection – easier and data more comprehensive
Data collection – easier and data more comprehensive
Data collection – easier and data more comprehensive
Data collection – easier and data more comprehensive
Data collection – easier and data more comprehensive
Page 6
Page 6
Page 6
2 things: billing- also about performance management. Bill picture (done 13/06). continuous improvement circle with metering in one and Bems strategy in the other
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.
Because of the varied demographics, customer communication is a constantly evolving area.
Our lines of communication and feedback from residents varies greatly from phone calls, face to face events or engineer visits, second hand from the client. Although…
Phone and email contact is still the most popular route of communication, online methods are continuing to grow and we have seen significant growth in a preference for self serve through our app, online chat is part of the future!
Social media – growing means of contact where expectations for a fast response are very high. Companies have to be nimble to respond to these demands as well as managing traditional communication methods. EXAMPLE
United Airlines - video went viral when passengers took (and shared) video of a man being forcibly dragged off a plane by security when he was randomly selected and declined to forfeit his seat for airline maintenance workers.
There are some strong resident Facebook groups for district heating who are very active and share lots of information. We need to be open and transparent and responsive to social media to ensure we are not targeted by these. Different pace and expectation
And don’t you just love complaints? A genuine, free feedback that tells you where your processes are broken! – All complaints should be embraced as an improvement opportunity.
For general feedback about our services, we commit to independent customer surveys which allow us to assess and plan continuous improvement strategies to benefit all of our customers.