Frequently Asked Questions (FAQs)

Please note: Shetland Heat Energy & 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.

• Is there a power cut? Even if you don't have a power cut in your property, if there’s one at our plant or anywhere along the network, it will affect your heating and hot water. We use electricity to pump water through the system.

2. My hot water is brown.

• What to do? District heating water doesn’t come directly through your tap. It heats the water provided by Scottish Water. Please call Scottish Water at 0845 6018855 to report the issue.

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

• Possible cause? A power cut can often affect the timer, causing it to lose time. Check for a power cut and reset the timer if necessary.

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

• Possible cause? Check your thermostat setting. If your room temperature is higher than the set point, the radiators will not come on.

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

• Possible cause? The issue may be due to a malfunctioning RAVI valve. This typically requires a plumber to resolve.

6. I have hot water but no heating.

• Possible causes? This could be due to low system pressure, a stuck differential regulator or thermostatic valve, or air in your radiators. Contact our technicians for confirmation and advice on whether you need a plumber or housing service assistance.

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

• Solution: Download the user guide for step-by-step instructions on how to use your prepayment meter.

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

• Solution: Please contact us at 745151. We will issue you a new card.

9. I have lost my prepayment card.

• Solution: Contact our office as we will issue you a replacement card. Please note there is a £5 charge for a new card.

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

• Solution: Please reach out to us as soon as possible. Do not let the outstanding bills accumulate. We’ll do our best to assist you.

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

• Tip: Leave the valves open to allow the exchanger to maintain a minimum heat or standby level. You could also consider shutting off the water mains stop-cock serving the exchanger. In winter, ensure your radiators are set to a minimum temperature for frost protection.

12. There is water dripping at my exchanger.

• Solution: Dripping water can damage our pipes and may cause an interruption in supply to others. Please contact us immediately, and one of our technicians will advise on the necessary steps.

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

• Solution: If pipes have been accidentally pierced during work on your property, the water that reaches the steel pipe can become corrosive. Please contact us as soon as possible, and we’ll fix it free of charge. Prompt action will prevent further damage.

If your issue isn’t listed or you need further assistance, don’t hesitate to get in touch with us! We’re here to help! 🌟