Utilities FAQs

Our utilities are managed by Community Utilities, our utilities billing partner, who serve residential buildings like ours across the UK. They manage the day-to-day aspects of our utilities, including queries related to consumption, statements, meter readings, and the utilities portal. They’ll tell us what to charge you, and we will pass this payment on to you.

When you move in, your utilities are ready to use immediately. You pay a fixed monthly utilities charge via Direct Debit, based on your apartment type.

After each month ends, Community Utilities measures your actual usage and issues a statement within 10 days. Any adjustment (a credit if you used less than the fixed charge, or a debit if you used more) is collected with that month’s fixed charge, typically on or before the 1st of the following month.

This means that your monthly utilities payment is made up of 2 parts:

•    Fixed utilities charge based on your apartment type for the given month
•    An adjustment, credit if you used less than the fixed charge, or a debit if you used more, from your most recent statement

For new residents, you will only pay a fixed utilities charge for the first 2 months until we receive your first statement. 

Example for a resident who has just moved in (first 4 months only) 

In the example above, you pay the fixed utilities charge of £100 in Months 1 and 2 only. During Month 2, your utilities statement shows that you used £120 in Month 1 (we email this to you, or you can see it via the Utilities portal). In Month 3, you’ll pay your fixed utilities charge of £100 for that month, plus a £20 adjustment covering your unbilled usage from Month 1, making your total £120. In Month 2, you only use £80, so we deduct £20 from your Month 4 payment.  

If you decided to pay your upfront the charge is calculated using a fixed charge based on your apartment type and is made in advance to cover the upfront period. 

After each month ends, Community Utilities measures your actual usage and issues a statement within 10 days. If your usage was higher or lower than your fixed charge, we apply an adjustment (credit or debit) to your account balance, typically on or before the 1st of the following month.

This means that your monthly payment is made up of 2 parts:

•    Fixed utilities charge based on your apartment type for the given month
•    Plus, an adjustment (credit if you used less than the fixed charge, or a debit if you used more) from your most recent statement

For new residents, you will only pay a fixed utilities charge for the first 2 months until we receive your first statement.

Example for a resident who has paid upfront for 12 months (first 4 months only) 

In the example above, you pay £1,200 upfront for your utilities, covering 12 months of fixed charges at £100 per month. Each month, £100 is deducted from your account balance for the fixed charge. During Month 2, your utilities statement shows that you used £120 in Month 1 (we email this to you, or you can see it via the Utilities portal). In Month 3, a £20 adjustment for your unbilled usage from Month 1 is applied alongside your fixed charge of £100, making your total £120. In Month 2, you only use £80, so we deduct £20 from your Month 4 payment. Your account balance gradually decreases as the fixed charges and adjustments are applied.

Yes. After the first 2 months of your tenancy, your monthly utilities charge is made up of 2 parts: 

•    Fixed utilities charge – based on your apartment type for the given month
•    Adjustment – a credit or debit applied based on your usage from 2 months earlier

These adjustments can increase or decrease your monthly charge depending on your usage, which typically rises in winter and falls in summer.

Your utility charges include electricity, heat, and water, covering cold water, hot water, heating, and wastewater.

•    For electricity and heat, you’ll be charged in pence per unit (kWh) of fuel, plus a daily standing charge in pence per day.
•    For water, you’ll be charged in pounds per cubic metre (m³), plus a daily standing charge in pence per day

Even though your monthly utilities payment is split into a fixed charge and an adjustment (credit or debit based on actual usage), you only ever pay for what you use. Tariffs are set by our energy partner annually on 1 April and remain fixed for 12 months

You’ll be able to check your usage in the utilities portal. The lead resident (primary resident on the tenancy) will be sent a link to register within the first 2 weeks of moving in. Your usage is updated monthly (not in real time), and statements for the previous month will be accessible to the lead resident mid-month in the utilities portal, via email, and in the payment section of the Quintain Living app.

We calculate the average utility costs per apartment based on a few factors such as the number of bedrooms you have in your apartment. We analyse the historic actual usage data collected over a minimum of the previous 12 months from all of our apartments in Wembley Park to determine the average monthly cost for each apartment type. If any changes are required to these, we will let you know in advance.

The energy and water usage for your apartment will be taken as part of your single rent and utilities Direct Debit payment. You’ll need to settle any costs among your flatmates separately.

Once we have taken your final meter readings and received the final utilities statements from Community Utilities, we’ll compare what you’ve already paid with your actual usage.  Any adjustment (credit or debit) will be included as part of your final end-of-tenancy balance. 

If you’re in credit after your final bill, we will arrange for this to be refunded to you. Alternatively, if you owe us money, a charge will be raised on your account, and the payment will be deducted from your deposit (if applicable) or settled by a payment link or bank transfer.