During December, Newcastle City Council, who provide the heating and hot water to your home, experienced four leaks on the district heating network affecting over 1,300 customers. The Council restored heating and hot water to all homes affected by 23 December 2021.

We encouraged any customers who may have still been experiencing the loss of heating and hot water in their home, or low temperatures, to report this to our repairs and maintenance team via our freephone number so we could arrange for a plumber to visit your home.

If you are still experiencing issues, the best way to get in touch with us is via telephone. Please contact us on 0800 533 5442 and select option 1 for repairs.

We have now attempted to contact all customers affected and compensation in the way of vouchers or credits to your rent account have now been processed and everyone who was entitled to compensation, should have received this. In addition, heat charges have been credited to your rent account for the time you were without a heating and hot water supply. If you have missed our call or received a letter from us regarding your compensation, and would like to discuss this, please call us on 0800 533 5442 and selection option 2 for rent enquiries or speak to your Neighbourhood Housing Officer.

The Council are continuing to plan the essential repair works to the district heating system, and we will keep you updated regarding when these works will be carried out.

In preparation for these repair works, temporary boilers are being connected to the remaining substations across the Estate. This will allow the Council to carry out these essential repair works to the network whilst maintaining a heating and hot water supply to all customers.

As soon as we have more updates and information from the Council, we’ll let you know.

Once again, we apologise for any inconvenience caused, and would like to thank you once again for your ongoing understanding and patience.