Questions and answers

The latest tariffs you can find on the page documents.

All information about what to do during malfunctions you can find on the page Malfunctions.

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

You can easily adjust your deposit via the custumor portal . 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. Please note: Tuvista does not have an advance fee but a monthly fee due to fixed tariff components.

You can easily adjust your deposit via the custumor portal . You have the option to pay by direct debit or IDEAL. If you choose for IDEAL, you will receive a monthly email with the invoice. You can also transfer the charge to us every month.

Energiek 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 custumor portal.

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 - 401 50 65 or vragen@inwarmte.nl.

The monthly billing moment is between the 20th and the 25th of the month.

Als u de rekening niet kunt betalen, dan gaan wij graag met u in gesprek. Wij bespreken samen met u wat de juiste oplossing is. Een betalingsregeling is vaak mogelijk. Neem contact met ons op via vragen@inwarmte.nl of via 085 – 401 50 65. Warmteafsluiting: wacht niet te lang en laat uw kosten niet oplopen. U loopt het risico dat wij de warmtelevering gaan afsluiten. Voorkom dat. Lees meer in deze bijlage.

You can submit your application to us online by filling out the form on the registration page.

You can notify us of your move online by completing the form on 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 one 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.

• We recommend not changing the desired room temperature. If you have underfloor heating, it may take 8-10 hours before the room temperature can be adjusted to the requested temperature if you change the desired room temperature. Going from a low room temperature to a high room temperature will cost extra power. Therefore, we recommend leaving 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 underfloor heating system can dissipate heat properly, so do not install insulating floor on top of the underfloor heating;
• Handle tap water sparingly.

In case of scheduled servicing or updates about malfunctions, we will post a news item on the page Malfunctions. If work is going to be carried out in your street or neighbourhood which might interrupt delivery to you, we will inform you in advance.

A heat pump is a device we use to extract heat from the ground or from the air. This heat can in turn be used to heat water, for example. A heat pump actually works like an inverted refrigerator. Instead of cooling, it uses the temperature difference from the groundwater to heat.

A delivery system is similar to a gas or electricity meter box. This is because heat and cold is transferred to your home via the delivery system. A heat meter and a hot water meter also measure the heat absorbed in the delivery system. The installation in your home that heats and/or cools the home and the hot tap water pipes are connected to this delivery set. On the document page vindt u een handleiding en instructie hoe u op de digitale verbruiksmeter bij de afleverset uw verbruik van warmte en warm tapwater kan uitlezen. Bij het project Tuvista in Delft en in Ypenburg zijn de woningen niet voorzien van een afleverset. Hier wordt de benodigde verwarming, koeling en warmte voor het warm tapwater opgewekt door een (gehuurde) warmtepomp per woning.

If you have underfloor heating, make sure when choosing a floor covering that it lets heat through easily. You should definitely not cut, mill, screw or nail into the floor. This will damage the underfloor heating and may cause leakage. Do you want to use glue? Then only use a product that is suitable for underfloor heating. Not all types of floor covering are suitable for underfloor heating. If the thermal resistance (Rc value) of the floor covering is less than 0.9 m2 K/W, the floor covering is suitable. Therefore, always ask your supplier how high the Rc value of the floor covering is. Preferably choose a hard floor covering with a low insulation value, such as tiles, natural stone or linoleum. Cork is not suitable for underfloor heating. Wood, parquet or laminate is usually also suitable, but some wood types are not. Ask your supplier what the possibilities are.

The Terms and Conditions can be found on the page documents.

Our privacy policy can be found on this page.

No, unfortunately that is not possible. Energiek only provides sustainable heat and cold supply.

The maximum rates are set annually by the Consumer & Market Authority (ACM). Hereby an explanation of the rates for 2023:

• Heat consumption: The heat that you have consumed to heat up your home.
• Hot water usage: The heat that has been applied to heat up the hot water you have consumed.
• Rent delivery system: The rental of the delivery set. The delivery set is the installation needed to bring the hot water from the Aquifer thermal energy storage (ATES) safely to the indoor installation for space heating and/or domestic hot water preparation.
• 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).
• Standing charge heat: Fixed fee for the provision of cooling.
• Standing charge cold: Fixed fee for the provision of cooling.

You do not need to report your meter readings to us. We can digitally read the energy meter remotely. You can also find the readings and your consumption in the customer portal on a monthly basis. NB - Only the initial reading on moving in (for the Supply Agreement) and the final reading on moving out (for the Relocation Form) need to be signed and submitted on the date. This will be requested in the documents you send to us. You will find the energy meter manual, as well as all other important documents, on the pages under Documents.

In the winter, we extract heat from the pumped-up groundwater. This is done with a heat pump. We use this heat to heat the houses. In summer, we do not extract heat from the pumped-up groundwater, but cold. We use it to cool your home. The heat or cold is transferred to your home via your delivery system. It is not possible to cool and heat your home at the same time. In addition, the cooling is only made available when it gets warmer outside, which is when you need cooling.

First check that the thermostat is set sufficiently high. Then check whether the delivery set has voltage and/or is not malfunctioning. If you cannot solve the problem yourself, please contact us via vragen@inwarmte.nl or +31 (0)85 - 401 50 65.

The maximum rates are set annually by the Consumer & Market Authority (ACM). Hereby an explanation of the rates for 2023:

• Heat consumption: The heat that you have consumed to heat up your home.
• Hot water usage: The heat that has been applied to heat up the hot water you have consumed.

• Rent delivery system: The rental of the delivery set. The delivery set is the installation needed to bring the hot water from the Aquifer thermal energy storage (ATES) safely to the indoor installation for space heating and/or domestic hot water preparation.
• 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).
• Standing charge heat: Fixed fee for the provision of cooling.
• Standing charge cold: Fixed fee for the provision of cooling (not applicable for the apartments on the Hertzogstraat)

You do not need to report your meter readings to us. We can digitally read the energy meter remotely. You can also find the readings and your consumption in the customer portal on a monthly basis. NB - Only the initial reading on moving in (for the Supply Agreement) and the final reading on moving out (for the Relocation Form) need to be signed and submitted on the date. This will be requested in the documents you send to us. You will find the energy meter manual, as well as all other important documents, on the pages under Documents.

Gedurende de zomer wordt er koeling geleverd. Deze wordt centraal ingeschakeld. Aan het begin van de lente wanneer de koeling weer aangaat melden wij dit aan u via e-mail. Ook krijgt u een mail aan het eind van de zomer wanneer de koeling uitgeschakeld wordt. Is de koeling uitgeschakeld dan ontvangt u vanaf die dag dus geen koeling meer. Stel daarom uw thermostaat vanaf die dag zo in dat u geen koeling meer vraagt. Als deze namelijk nog koeling vraagt terwijl dit niet geleverd wordt kan de afleverset in storing schieten. Woont u aan de Hertzogstraat dan wordt uw woning verwarmd door middel van radiatoren. Hiermee kan echter geen koeling aan de woning afgegeven worden. U beschikt daarom dan ook niet over een aansluiting op ons koelnet en kunt uw woning dus niet koelen.

In the winter, we extract heat from the pumped-up groundwater. This is done with a heat pump. We use this heat to heat the houses. In summer, we do not extract heat from the pumped-up groundwater, but cold. We use it to cool your home. If you live on the Hertzogstraat, your home is heated by radiators which are unable to supply cold to your home. You therefore do not have a connection to our cooling network. For the other residents, the heat or cold is transferred to your home via your delivery system. It is not possible to cool and heat your home at the same time. In addition, the cooling is only made available when it gets warmer outside, which is when you need cooling

First check that the thermostat is set sufficiently high. Then check whether the delivery set has voltage and/or is not malfunctioning. If you cannot solve the problem yourself, please contact us via vragen@inwarmte.nl or +31 (0)85 - 401 50 65.

The maximum tariffs are set annually by the Consumer & Market Authority (ACM). The Heat Act does not apply to the heat pump rental. The amount of this rent is set by the developer/landlord of your property in consultation with Energiek. Herewith an explanation of the tariff items:

• Rent heatpump: The costs we charge for renting the heat pump system
• Standing charge source heat: Fixed fee for the provision of source heat.
• Standing charge source cold: Fixed fee for the provision of source heat.

You do not have a heatmeter since you generate your own heat with the rented heat pump. Thus, no variable heat supply is charged to you.

Heat and/or cold is extracted from the ground via a closed heat exchanger in the ground. This source heat and cold is made available to the heat pump system in your home. When you choose to heat the home, the heat pump system obtains heat from the closed soil loops and delivers this heat at a higher temperature to your home. This is also done to heat the domestic hot water. If you choose to cool the home, the heat pump system draws cold from the closed soil loops.

First check that the thermostat is set sufficiently high. Then check whether the heat pump has voltage and/or is not malfunctioning. You can check the manuals on the documents page. If you cannot solve the problem yourself, please contact us via vragen@inwarmte.nl or +31 (0)85 - 401 50 65.