EVERYTHING YOU NEED TO KNOW ABOUT YOUR UTILITIES
Here are some common questions and answers about your utilities. Take a look and if you have any questions, you can find contact details at the bottom of the page.
Our utilities are managed by Switch2, a leading metering and billing services provider with over four decades of experience, and they look after:
• Reading your meter (the device that measures your energy use) and calculating your energy usage
• Producing your monthly statements
• General customer service on behalf of us (consumption, statements, meter readings and the Switch2 Customer Portal)
Your utility charges include electricity, heat, and water, including the costs of cold water, hot water, heat, and wastewater. You’ll be charged in pence per unit (kWh) of fuel for electricity/heat, with a daily standing charge in pence per day. For cold water, wastewater and hot water, you'll be charged in pence per litre of water (m3) with a daily standing charge in pence per day.
Each year we secure a new 12-month fixed-term agreement with our energy. Your tariffs (for unit and standing charges) are based on several factors, including the cost of energy purchased for the fixed period, supplying energy to your building and billing for all your utilities.
Quintain Living buys energy in bulk at wholesale prices on behalf of the whole development, you benefit from competitive tariffs and a single, simple bill. You don't need to shop around for deals or manage multiple suppliers, and your utilities are ready when you move in and ended when you move out. 3 parties are involved in making this work, each with their own role.
• Energy partners: Supply wholesale energy and sets the price we buy energy at
• Quintain Living (your energy supplier): Purchases energy in bulk from the energy partners, communicates tariffs, supplies utilities and collects payments
• Switch2 (our Billing Partner): Monitor usage, meter reading, sending your statements and handles all utilities customer service on behalf of us
When you move in, your utilities are set up so you can use energy immediately. You pay a fixed utilities charge each month based on your apartment type via Direct Debit. After the month ends, your actual usage is measured, and a statement is issued within 10 days. Any difference between what you’ve paid and what you used is applied the following month and collected alongside that month’s fixed charge.
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
• 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, this means that during your first 2 months, you’ll only pay the fixed utilities charge, and adjustments for your actual usage are applied in subsequent months.
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 Switch2 Customer 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.
Yes. After the first 2 months of your tenancy (see question - why do I only pay a fixed utilities charge for the first 2 months), 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.
A standing charge (or shown as a metering charge on your monthly statements) is a fixed daily amount every UK resident must pay for energy and water, no matter how much you use. Every apartment pays the charge, and it covers the costs our energy partner takes on to get you your energy. Think of it like a line rental but for your energy rather than your phone.
At the start of your tenancy, you pay a fixed monthly utilities charge based on your apartment type, so you can use energy immediately.
Like most energy providers, you receive a utilities statement of use after the month has ended (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 via Direct Debit, typically on or before the 1st of the following month.
This means that in your first 2 months, you only pay the fixed utilities charge. * At the end of your tenancy, any remaining adjustments for the last months are applied to part of your final end-of-tenancy balance.
The lead resident (primary resident on the tenancy) will receive a utilities statement of usage within 10 days of the end of each month, via email and in the Switch2 Customer Portal. Any adjustment for the difference between your fixed utilities charge and your actual usage is collected with that month’s utilities charge via Direct Debit, typically by the 1st of the following month.
If you’re a new resident, the lead resident will receive an email with a link to register for an account within the first few days of moving in. Please note, you need your account number (shown on your statement or via comms from Switch2 to register).
If you’re having trouble accessing your account or have not received a link to register, please get in touch with Switch2. They are available Monday to Friday, 08:00 - 18:00 via:
• Phone: 0333 321 2010
• WhatsApp: Click here
• Email: [email protected]
Switch2 only use estimated readings when:
• A meter reading is unavailable on your statement date
• You live at Landsby, where water readings are taken quarterly (see below)
When this happens, it will be clearly marked on the front of your statement. Estimates are based on your previous average usage for your apartment type.
Landsby only
Water meter readings are taken quarterly. During each quarter, charges are initially based on estimated usage. At the end of each quarter (March, June, September and December), Switch2 will take your meter readings and if they have over or underestimated your usage, they will rebill your account to reflect your actual usage.
Head to 'My account' > 'Payment summary' to see your recent charges and payments.
Your monthly statements include VAT where applicable. VAT at 5% applies to electricity, heating and hot water. VAT is not charged on fresh and wastewater. Keep in mind that when comparing with online or news sources, prices may sometimes be displayed without VAT.
Your meter only provides one daily read to the supplier and therefore it is not possible to provide a day/night rate as they are not able to apportion the usage to the correct time period. Instead, your rate is blended so the cheaper night element of the rate is blended into the day rate, reducing it and creating a lower flat overall rate. This means that you get some of the benefit of the cheaper night rate for any usage in the day. As an example, although you may not get a cheaper rate for doing your washing at night, all of your daytime usage is cheaper because of this.
You can't change supplier as the energy set up at Quintain Living is with a commercial supplier and the metering infrastructure on site doesn’t give residents the option to choose their supplier. This set-up was chosen at the development stage to provide competitive tariffs for residents as well as manage all utilities under one bill. This means you do not need to search for the best energy deals, pay multiple suppliers and manage multiple utilities. In addition, your utilities are already set up when you move in and will end when you move out to make things easier for you.
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.
Making just a few small changes in your home can have a big impact on your energy bills and can help you save money. Don’t forget to check out the MoneySavingExpert saving tips here.
Once we have taken your final meter readings and received the final utilities statements from Switch2 (see question How do I pay for my utilities if I pay monthly), 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.
If you need additional help because your financial situation has changed, or you are struggling to pay, please reach out to our Accounts team at [email protected] with more information, and we will work with you to resolve the matter.
If you have special requirements for calls, please call Switch2 about their Priority Services Register (PSR). Registering on their Priority Service Register is completely free. They are available Monday to Friday, 08:00 - 18:00 via:
- Phone: 0333 321 2010
- WhatsApp: Click here
- Email: [email protected]
Billing and usage - Switch2
For anything about your statements, meter readings or energy usage. Switch2 are available Monday to Friday, 08:00 - 18:00 via:
• Phone: 0333 321 2010
• WhatsApp: Click here
• Email: [email protected]
Your utilities supply - Resident team
For anything about the supply itself (e.g. loss of heating or hot water). 'Report an issue' in your resident app, contact your Resident team at 020 3219 2165 or by visiting the front desk
Payments - Credit Control team
For queries with payments such as a recent direct debit or balance on your account. Email [email protected]
