Frequently Asked Questions

Please note that Shetland Heat Energy and Power is only responsible for your system up to the point of connection to your property. 

(However, our technicians are willing to help with minor problems if they have time, or advise if the services of a plumber are required).

Here are some common queries we receive:

1. I have no heating or hot water
2. My hot water is brown
3. My heating has not come on at the scheduled time
4. My radiators are not warm though the heating is scheduled to be on
5. My hot water is running either very hot or hot and/or cold
6. I have hot water but no heating
7. I  have a prepayment meter but I am not sure how to use it
8. My prepayment card shows system error when I put it on the meter
9. I have lost my prepayment card
10. I am having financial problems and have difficulty paying my bills
11. What do I do when I go on holiday
12. There is water dripping at my exchanger
13. There is damage to the district heating pipes outside my house

1. I have no heating or hot water.

Is there a power cut?  Even if you don't have a power cut, if there is one at our plant, or between our plant and your house, you will not have district heating.  We use some electricity to pump the water through the system.

2. My hot water is brown.

District heating water does not come directly through your tap.  It heats water provided by Scottish Water.  Please phone Scottish Water - 0845 6018855 to report the fault.

3. My heating has not come on at the scheduled time.

Have you had a power cut?  This can often affect the timer as it will have lost time.

4. My radiators are not warm though the heating is scheduled to come on.

Check the setting on your thermostat. If your room is warmer than that setting, your radiators will not come on.

5. My hot water is running either very hot or hot and/or cold.

The usual cause is the RAVI valve not working.  This needs to be dealt with by a plumber.

6. I have hot water but no heating.

This may be caused by low pressure in your system, a stuck differential regulator or thermostatic valve, or air in your radiators. Please contact our technicians they will be able to confirm what the problem is and whether you need to contact the housing service,  housing assocation or a plumber.

7. I have a prepayment meter but I am not sure how to use it.

Download the user guide here.

8. My prepayment card shows system error when I put it on the meter.

Please contact the office - 745151.  We will need to issue you with a new card.

9. I have lost my prepayment card.

Please contact the office as we will need to issue you with a new card.  New cards cost £5.

10. I am having financial problems and have difficulty paying by bills.

Please contact us as soon as you can.  Do not let the outstanding bills mount up. We will do what we can to help.

11. What do I do when I go on holiday?

Leaving the valves open will allow the exchanger to maintain a minimum heat or standby level. You could consider shutting off the water mains stop-cock serving the exchanger.

During the winter you should consider having the radiators set to a minimum temperature for frost protection.

12. There is water dripping at my exchanger.

Dripping water can seriously damage our pipes and possibly cause an interruption to the supply to others in order for us to fix the problem. Please contact us as soon as practical.  One of our technicians will visit your property to advise what should be done.

13. There is damage to the district heating pipes outside my house.

We have had a few cases where our pipes have been accidentally pierced during works within a customer’s property. Water getting through the outer insulation shell becomes very corrosive when it reaches the steel pipe. If you are aware of such an occurrence please contact us as soon as possible after it happens and we will fix it free of charge, otherwise the damage will become worse.