Questions and answers

The rates can be found on the rates (dutch).

Rates are set annually by the Consumer & Market Authority. Here an explanation of the tariff items:

• Warmth: the rental of the delivery set. The delivery set is the installation needed to bring the hot water from the hot cold storage system safely to the indoor installation for space heating and/or domestic hot water preparation.

• Domestic hot water comfort 10 l/min: the availability of 10 liters of hot water per minute. This means that there will be enough hot water for a rain shower or the possibility of having hot water available simultaneously in the kitchen and the bathroom.

• Heat exchanger: heats the cold drinking water that flows into the hot water taps in the kitchen or bathroom. This is done via a separate system. As a result, the drinking water does not come into contact with the hot water from the hot and cold system.

• Measuring rate: costs for measuring your heat consumption. This is achieved by measuring the inflow and outflow of heat in your home with a calibrated meter. The difference is the heat output measured in m³ (hot water) or GJ (heat).

• Cold: fixed fee for the provision of cooling.

In the customer portal you can edit your personal information, view your energy consumption, view invoices and change your advance payment amount.

You can easily adjust your deposit via the customer portal You do this through My Profile. From the next billing moment, the chosen advance payment amount will go into effect. Of course, you can also contact our customer service staff for this by calling 085 - 130 48 29.

You can easily adjust your deposit via the customer portal you can easily adjust your payment method. You can do this via Settings, Data, Change. You have the possibility to pay by direct debit or iDEAL. If you choose iDEAL, you will receive a monthly e-mail with the invoice. You can also transfer the amount to us on a monthly basis.

Are you a tenant or are you taking over the property from VB&T? If so, you will receive a move-in form from VB&T during the key exchange. On this you can fill in your meter readings and your basic information. After we have processed the form, you will receive an invitation to register in the customer portal. Are you the new owner and taking over the property from another provider? Then we ask you to complete the registration form on our website via the registration page.

Are you a tenant and transferring the property to VB&T? Then VB&T will give you a move-out form during the key transfer. On this you can fill in your meter readings and your basic information. After we have processed the form you will receive an invitation for registration in the customer portal. If you have sold the house, we will ask you to complete the removal form (together with the new owner) on our website via the move out page.

Our customer service representatives will be happy to help you by calling 085 - 130 48 29.

• Will the property stay within the family (for now)? Then the new owner can register on the page sign up.
• If the lease is terminated or the house is sold, you can fill out the form on the page move out. Under Who fills out this form? choose I am filling out the form for a deceased family member/acquaintance.

Warm Heart Eindhoven prefers that you pay by direct debit. During the first login you have chosen for this or not. If you want to change this preference you can do so in our customer portal via Settings, Data, Change.

Our privacy policy can be found on this page.

See the PDF documents on our page documents.

No, unfortunately that's not possible. Warm Hartje Eindhoven only supplies sustainable heat and not electricity.

You will receive the advance invoice at the latest on the 8th of the month in your email or (in case of direct debit) via the customer portal. We collect monthly between the 10th and the 15th of the month.

In principle, we update incoming payments every Monday. So we ask for your patience before the payment is visible. If you receive a reminder email while you have already paid the invoice, please contact our customer service staff on +31 (0)85 - 130 48 29 or vragen@inwarmte.nl.

• Every 2-3 hours the system checks if it needs to heat/cool. It takes 8-10 hours before the room temperature can be adjusted to the requested temperature. If you want to go from a low temperature to a high temperature, this costs extra power. That is why we recommend that you leave the thermostat at a constant temperature;
• Try not to leave windows and doors open unnecessarily to avoid heat/cold loss;
• The balance ventilation on a normal/low setting reduces the flow of cold/hot outside air into your home;
• It is important that the floor heating can properly dissipate the heat;
• Handle tap water sparingly.

Please take a look at our page Disruptions. In case of a calamity you can always contact us directly by phone via 085 - 130 48 29.

In case of scheduled servicing or updates about malfunctions, we will post a news item on the page Disruptions.

To do this, download the 'heat meter' document from the download page.

Cooling starts when you turn on the automatic heating/cooling control. You set the program AUTO by pressing and holding the P button until AUTO appears on the display. Cooling starts when the room temperature has reached the lower limit of 23 °C and is at least 3 °C higher than the desired temperature. When the cooling starts you will see a snowflake on the display. After some time the underfloor heating distributor should be 16-18 °C.

• Be careful because the water can be hot!

• Immediately close all valves (red and blue) under the delivery set. 
        You can find out how to do this in the manual behind Index 3, Chapter 3.5.

Doesn't the leakage decrease significantly?
Close the cold water supply at the drinking water meter in your home. This drinking water meter is probably located in the meter cupboard or other location provided by the homeowner/seller.

• Choose option A

 

Is the leakage decreasing?
Check that the leakage comes from the delivery set or from the rear 5 connecting pipes. If this is the case:

• Choose option A

 

Is the leakage coming from the front pipes of the delivery set or somewhere else in your home?
Then there's most likely a problem in the indoor installation:

• Choose option D

 

Is the leakage the result of work carried out on your behalf, such as drilling or nailing in floors or walls?
Then it's most likely a problem in the indoor installation:

• Choose option D

 

Does the smoke and/or strong fire/scorch come from the delivery set?

• Choose option A

 

Does the smoke and/or strong fire/scorch smell come from the components under or next to the delivery set or at a location elsewhere in your home?
Then there's most likely a problem in the indoor installation:

• Choose option D

 

Do these drops occur during the hot summer months and is your home cooled?
Then there's probably condensation. Try to prevent damage caused by this condensation by, for example, placing a cloth or a receptacle. Will dripping continue for a longer period of time, even at lower outside temperatures or when your home is not cooled?

• Choose option A (not urgent)

 

Do these droplets/small leaks occur in situations other than those mentioned above?

• Choose option A (not urgent)

 

 

Most likely there's a problem in the indoor installation

• Choose option D

You'll probably need to vent the indoor installation:

• Choose option D

Try to find out where the sound comes from.
In many cases the ventilation unit is placed next to our delivery set. The chance that a ventilation unit suddenly causes a noise problem is greater than our delivery set.
It is also possible that the CV pump will cause a noise problem under the delivery set (see figure 1.a, behind index card 3).

Is the noise problem indeed caused by the ventilation unit, heating pump or something else besides the delivery set?

• Choose option D

It is common for the delivery set to make a hissing sound. The flowing water causes this noise.

Is the sound suddenly much louder?

• Choose option A (not urgent)

Is the sound so loud that it causes nuisance to you and your environment?
For example, you can't sleep with it or your neighbours can hear it?

• Choose option A (not urgent)

There is most likely a problem with the supply of drinking water.
Ask if your neighbours have a similar problem.

• Choose option D

Check if the two taps (white and copper as shown in the illustration) are fully open (turn anti-clockwise).

No result?

• Choose option A (not urgent)

Check several taps such as the shower/bath faucet but also the kitchen faucet. The thermosstatic bath or shower faucet can cause the problem.

Is the problem not found at all taps?
Then there's most likely a problem in the indoor installation:

• Choose option D

If the above does not apply: Ask if your neighbours also have a similar problem.

Is this the case?
In that case, there may be a temporary disruption / limitation in the delivery and the problem will resolve itself within a few hours.
Doesn't the problem resolve itself within a few hours?

• Choose option A (not urgent)

The indoor installation causes this problem.

• Choose option D

Ask if your neighbours have a similar problem.

 

Is this the case?

• In that case, there may be a temporary disruption / limitation in the delivery and the problem will resolve itself within a few hours.
  • • Check if all valves under the delivery set are open. You can read how to do this in the manual behind tab 3, chapter 3.5.
    • Controleer op de verbruiksmeter of er een volumestroom aanwezig is en controleer de aanvoertemperatuur (deze dient bij warmtelevering > 30oC te zijn). In de handleiding achter tabblad 3, hoofdstuk 4.1, kunt u lezen hoe u dit kunt controleren. Raadpleeg de aansluitvoorwaarden achter tabblad 5 om te kunnen bepalen of er warmte of koude geleverd moet worden en welke temperaturen ongeveer geleverd zouden moeten worden.

 

Have you not found any strange things with the above checks?
Then there's most likely a problem in the indoor installation:

• Choose option D

 

In all other cases:

• Choose option A (not urgent)

The indoor installation causes this problem.

• Choose option D

The indoor installation causes this problem.

• Choose option D