District Heating Network connected to all 805 properties
SDEN
District Heating Network connected to all 805 properties.
Register by emailing contactus@sden.org.uk
£35 discount for paying by Direct Debit per annum - request by emailing contactus@sden.org.uk
Emergency service issues: 033 0058 0138
SDEN customer services: 020 8770 4852
About
All properties at New Mill Quarter are heated by a District Heating network. The Sutton Decentralised Energy Network (SDEN Ltd), wholly owned by The London Borough of Sutton, pumps hot water direct to each property. This means that boilers are not needed, hot water is always on tap and your monthly payments cover all the costs associated with heating your house and supplying hot water. All properties come with a Heat Interface Unit (HIU) in place of a boiler which is covered by your bills. There is no need to pay for this to be serviced, repaired or replaced as this is covered by your monthly payments.
Costs
District Heating pricing is slightly different to typical heating costs with a boiler. Your monthly bill will be split into two seperate fees, a Variable Rate and Standing Charge. SDEN’s Variable Rate reflects the usage costs you’ll be familiar with - price per kWh and daily charge whilst the Standing charge covers all the associated costs of a boiler - maintenance, replacement & servicing.
SDEN is based on price parity with typical heating costs, SDEN state:
- Our energy is priced fairly and is comparable with the total cost of gas in an individual domestic boiler including the cost of running, maintaining and replacing that boiler
- Our green supplies come at no additional cost
- Our heat supplies are low carbon, only occasionally using fossil fuels as back up
- To maintain price parity, the variable rate will track wholesale gas prices and our fixed rate the standing charge will track changes in national consumer price indices and labour costs.
Established by the London Borough of Sutton you can read the full documents here & here. Important excerpts are shown below.
"SDEN will operate a fair pricing policy where customers’ heat charges are set to offer price parity and where possible a cost saving against the alternative whole life cycle cost of heat that each customer would otherwise pay."
"As a general principle SDEN will develop its prices to offer parity and where possible a saving against the alternative whole life cycle cost of heat that the consumer would otherwise pay for heat supplies from a standard alternative heat source in their own building or dwelling."
Please see Advisory Notes at bottom of page
Contact
To speak to one of SDEN’s customer representatives please use the following:
Monday to Friday 9am to 5pm excluding bank holidays at 020 8770 4852
You can also email:
For emergencies outside of Monday to Friday 9am to 5pm or on bank holidays please call 033 0058 0138.
This number is for Veolia, SDEN’s Operations and Maintenance contractor. Veolia conduct all necessary checks, repairs, and maintenance on the equipment, while also managing customer service out of hours.
If you have any complaints, please contact using complaints@sden.org.uk
If you are not satisfied with the response, please contact the SDEN Managing Director Amanda Cherrington at amanda.cherrington@sden.org.uk.
If you are still unsatisfied, you are entitled to make a complaint at the Local Government Ombudsman.
Advisory notes
Some residents have reported higher than expected bills. This is being looked into by the Residents association and can be found under our Projects header. News on this topic is also available to RA members.
SDEN at time of writing (12/02/2020) charges 5.8p per kWh variable rate and a standing charge of £27.08 - £28.33 per month depending on property size. Residents are concerned this is not “price parity” nor a “cost saving”.
SDEN has updated their pricing to 4.53p per kWh Ex VAT (4.75p inc VAT) and a standing charge of £325-£340 depending on property size. A c.20% price drop has been achieved via collective complaint ahead of legal action.