• FAQ

Questions and answers

Do you have an administrative question or a technical question? First of all, see if it is listed below.

If this is not the case, please call our customer service department at 085 – 130 48 29 or send your question to us via vragen@inwarmte.nl.

We will respond to your question as soon as possible.

Administrative questions

What are the tariffs?
The rates can be found on the rates (dutch).
What do the items on my year-end statement mean?
De tarieven worden jaarlijks vastgesteld door de Autoriteit Consument & Markt. Hierbij een uitleg over de tarievenposten:
  • 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.
What are the features of the customer portal?
In het klantenportaal kunt u uw persoonlijke gegevens aanpassen, uw verbruik inzien, facturen inzien en uw voorschotbedrag wijzigen.
I want to change my deposit amount or something else. How do I do this?
You can easily adjust your deposit via the klantenportaal kunt u eenvoudig uw voorschot aanpassen. Dit doet u via Mijn profiel. Vanaf het eerst volgende facturatie moment gaat het gekozen voorschotbedrag in werking. U kunt hiervoor uiteraard ook contact opnemen met onze medewerkers van de klantenservice via telefoonnummer 085 - 130 48 29.
I want to change my payment method. How do I do that?
You can easily adjust your deposit via the klantenportaal 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.
I'm a new resident. How can I register?
Bent u huurder of neemt u de woning over van VB&T? Dan ontvangt u van VB&T een verhuisformulier tijdens de sleuteloverdracht. Hierop kunt u uw meterstanden en uw basisgegevens invullen. Nadat wij het formulier hebben verwerkt ontvangt u een uitnodiging voor registratie in de klantenportal. Bent u de nieuwe eigenaar en neemt u de woning van een andere aanbieder over? Dan vragen wij u het aanmeldformulier op onze website in te vullen via de registration page.
I'm moving soon. What should I arrange?
Bent u huurder en draagt u de woning over aan VB&T? Dan ontvangt u van VB&T een verhuisformulier tijdens de sleuteloverdracht. Hierop kunt u uw meterstanden en uw basisgegevens invullen. Nadat wij het formulier hebben verwerkt ontvangt u een uitnodiging voor registratie in de klantenportal. Heeft u de woning verkocht? Dan vragen wij u het verhuisformulier (samen met de nieuwe eigenaar) op onze website in te vullen via de move out page.
Can I pay by direct debit?
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.
What is the privacy policy of Warm Hartje Eindhoven?
Our privacy policy can be found on this page.
What are the terms and conditions for connection, delivery and general terms and conditions?
See the PDF documents on our page documents.
Can I also conclude an electricity contract with Warm Hartje Eindhoven?
No, unfortunately that's not possible. Warm Hartje Eindhoven only supplies sustainable heat and not electricity.
When can I expect the monthly advance invoice/collection?
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 het klantenportaal staat dat ik een factuur niet heb betaald. Dit klopt niet. Hoe zit dit?
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.
How can I (financially) sustainably use my heat installation?
  • 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.

Technical questions

What should I do in case of a calamity or malfunction?

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.

Are there now (or soon) any works on the system?

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

How can I read my heat meter?

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

How do I turn on the cooling?

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.

Disruptions

1.1 There is a significant leakage. Within a few minutes there is a pool of water or the water is spouting out of a pipe, floor or wall.
  • 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

 

1.2 Smoke comes out of the delivery set and/or a strong burnt/scorch odour.

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

 

1.3 Are there any drops from the delivery set or five rear connection lines? And can you still easily catch these drops with a cloth or container?

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)

 

 

1.4 Drops are formed or there is a slight leakage under the front pipes of the delivery set (indoor installation) or somewhere else in the house?

Most likely there's a problem in the indoor installation

  • Choose option D
1.5 A bubbling sound is emitted from the underfloor heating manifold (see figure 1.a behind index card 3).

You'll probably need to vent the indoor installation:

  • Choose option D
1.6 A strange (extreme) sound is heard in the vicinity of the delivery set.

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
1.7 The delivery set itself makes an (extreme) noise.

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)
1.8 There is no hot water and no cold drinking water.

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

  • Choose option D
1.9 There is no/little hot water but cold drinking water.

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)
1.10 The hot water does not really heat up.

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)
1.11 A blow or bump is heard when closing a hot water tap.

The indoor installation causes this problem.

  • Choose option D
1.12 It does not get hot and/or not cool in my house

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)
1.13 There are problems controlling the temperature in (rooms of) my house.

The indoor installation causes this problem.

  • Choose option D
1.14 There are cold currents and/or draughts in my home.

The indoor installation causes this problem.

  • Choose option D

 

See page diruptions for the explanations of option a, b, c and d