Heat Network Regulations - Billing and metering supplier

Castles and Coasts Housing Association (CCHA) Heat Network Regulations - Billing and metering supplier Pre-Market Engagement Questionnaire Supplier Information Suppliers Name: Key Contact Name: Contact Number: Email address: CCHA would like to speak with suppliers who have the following attributes: • Experience of the supply of billing and metering services • Knowledge and expertise of heat network regulations • Understanding of the social housing sector and its legal, regulatory and financial landscape • Experience of customer/ resident interaction and services Please describe your experience in the above areas below (600 word limit) Pre-Market Engagement questions Purpose of PME We are currently looking at our options for the provision of services under the heat network regulations and are working to establish what services a metering and billing supplier can support us with and whether commercially this is the best option for CCHA. Accordingly, we have posed a range of questions that we would appreciate responses to, to enable us to move forward in this process. About our heat networks CCHA have 12 schemes with a Heat Network, containing in total 360 units. These are communal gas boilers providing heating and hot water to all flats within the scheme. Two of these schemes currently have heat meters installed within each independent unit, totalling 46 units. 1. The services we are primarily looking for from a metering and billing supplier to provide in relation to heat networks are also follows: a) The provision of heat network contracts to residents, which meet the requirements of the heat network regulations b) The provision of energy bills, which meet the requirements of the heat network regulations c) The creation and management of a vulnerable customers registration d) Management of heat network related complaints e) Provision of reporting information to use which would enable us to comply with regulatory reporting requirements f) Collection of energy payments from residents with the ability to transfer these payments to CCHA on an agreed frequency g) Debt collection service, incorporating specific provisions for vulnerable customers h) The management and maintenance of meters Can you confirm if these are services that you would intend to provide under a metering provider agreement? If not, please indicate which of the services listed you would not be able to provide. 2. We are also specifically interested in what support a supplier can offer to ensure meters are compliant and upgraded as necessary. Can you please indicate what services you offer in this area? 3. We currently procure our own energy supplier, can you indicate if this is something that you would be able to support with under a metering and billing agreement with CCHA, therefore moving to a service where you would procure the supply on our behalf? 4. In addition to the above, do you offer any additional services relating to heat networks that you we may wish to consider? If so, please provide information about these services so we can consider if these should also be included in a specification. 5. We also have a number of properties that are unmetered, in line with heat network regulations, what services could you offer for unmetered properties? 6. We are keen to understand what the typical contract length would be for the provision of heat network related services. Can you please indicate what the length of the contract terms you offer are? Please indicate if there are clear differences in commerciality or contract terms if the duration of term differs. 7. We are interested in understanding the commercial benefits of outsourcing some of the heat networks activities, to help us understand if this is a viable option for CCHA can you please provide an indication of pricing, or how pricing for these services would be calculated? 8. We anticipate that there would be a need for ongoing communication and collaborative working between CCHA and a prospective supplier (for instance the receipt of data from a supplier to ensure we can meet regulatory reporting requirements), can you indicate how you would ensure an effective and well managed relationship? 9. We would like a metering provider to also support in the performance monitoring and efficiency reporting of our schemes. Could you advise how you would propose this could be actioned to ensure we are able to react to any situations in a timely manner. 10. As heat network regulations evolve, how will you ensure that the services you provide continue to be compliant, efficient and scalable? 11. We anticipate at a later point our currently unmetered schemes may need to have meters installed. Is the installation activity something you could support, if so how would you ensure this is a smooth process for us and our residents?