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 prices?

The rates can be found on the rates page.

What do the items on my year-end statement mean?

The rates are set annually by the Consumer & Market Authority. Hereby an explanation of the rates for 2020:

  • 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 the customer portal, you can update your personal data, view your consumption, view invoices and change your deposit amount.

I want to change my deposit amount or something else. How do I do this?

Via the customer portal you can easily adjust your advance. You can do this via Settings, Advance, Change. From the next billing moment, the chosen advance amount will take effect. Of course, you can also contact our customer service staff via telephone number 085 - 130 48 29.

I want to change my payment method. How do I do that?

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.

I'm a new resident. How can I register?

Are you a tenant or are you taking over the house from VB&T? Then you will receive a removal form from VB&T during the key transfer. On this form you can fill in your meter readings and your basic data. After we have processed the form, you will receive an invitation for registration in the customer portal.


Are you the new owner and are you taking over the house from another provider? Then we ask you to fill in the registration form on our website via the registration page

I'm moving soon. What should I arrange?

Are you a tenant and are you transferring the house to VB&T? Then you will receive a removal form from VB&T during the key transfer. On this form you can fill in your meter readings and your basic data. After we have processed the form, you will receive an invitation for registration in the customer portal.

 

If you have sold the house, we ask you to fill in the moving form (together with the new owner) on our website via the move out page.

Can I pay by direct debit?

Warm Hartje Eindhoven prefers that you pay by direct debit. You may or may not have opted for this the first time you log in. If you would like to change this preference, you can do so in our customer portal via Settings, Data, Modify.

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.

The customer portal says I haven't paid an invoice. This is not correct. How's that possible?

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.
      • Check on the consumption meter whether a volume flow is present and check the flow temperature (this should be > 30oC if heat is supplied). You can find out how to check this in the operating instructions behind Index 3, Chapter 4.1. Refer to the connection conditions behind Index 5 to determine whether heat or cold should be supplied and the approximate temperatures that should be supplied.

 

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