Energy Services and Billing in Westminster

Communal Energy

Some of our estates have communal heating, hot water and electricity. This means that energy is purchased in bulk by the council and distributed to residents. Residents pay for a share of the energy used by their block or estate.

These pages give more information about how communal energy works and what this means for you.

Billing

We calculate your bill by dividing the total usage equally between all households in your block or estate, based on the number of habitable rooms. A habitable room is either a living room or a bedroom, regardless of size.

We bill residents a year in arrears. This means that the bill you receive in April 2025 reflects the usage from April 2024 to April 2025. Recent energy price increases mean there will be noticeable differences in bills, but the full impact of the increase won’t be seen in bills until April 2024.

What is a Heat Network?

Communally supplied Heating and Hot Water are supplied typically through a Heat Network. To find out more about what Heat Networks are, please follow the link below.

What is a heat network? GOV.UK

How does my system work?

PDHU

The PDHU, or Pimlico District Heating Undertaking, is the oldest communal heat network in the country and supplies heating and hot water to most properties in Churchill Gardens, Lillington and Longmore Estate and Abbots Manor. Its services over 3,000 residential properties and over fifty commercial properties, ranging from schools and libraries to shops and offices. The system is managed from a pump house on Churchill Gardens.

There are three boilers running the system as well as an accumulator. The accumulator can store hot water allowing a far more efficient system regardless of demand. When demand is higher than the system can produce, the stored hot water in the accumulator is used to top up the system. The accumulator can be seen from all over Churchill Gardens.

Hot water is distributed from the pump house to the various buildings and estates via underground pipes and sub-stations. The entire network is one primary, continuous cycle.

Churchill Gardens Estate

• Heating to properties on Churchill Gardens is controlled centrally and residents do not have individual thermostats. How do they adjust their heating?
• Normal hours of operation for heating and hot water to properties on Churchill Gardens is 6am to 11pm.
• The heating is turned off for Summer after the late May Bank Holiday and turned back on during the last week of September to ensure the service is operating correctly in time for the colder season.  

Lillington Gardens Estate

• Each property on Lillington Gardens has a wall mounted thermostat.

Longmoore Gardens Estate

• Heating to properties on Longmoore Gardens is supplied through a single pipe system serving individual radiators. These radiators each have thermostats installed

Abbots Manor Estate

• Heating to properties on Abbots Manor is controlled centrally and residents do not have individual thermostats.

Currently, Westminster City Council do not allow residents to come off the communal PDHU heating and hot water system. The main reason for this is that the PDHU system is designed to service a certain number of properties, meaning there is an imbalance when properties come off the system. This imbalance can then cause inefficiencies, with these inefficiencies passed on to the residents that remain on the system.

Future of PDHU

The Council is looking at options for the future of PDHU. Due to the age of the network, significant investment is required to improve the efficiency and reliability of the heating system. Decarbonisation of will also be a key part of the future plans.

To find out more about these plans see https://futureofpdhu.commonplace.is

Cyclo

The Cyclo heating system is an electricity – based system installed in eight tower blocks across the borough: Hide Tower, Polesworth House, Princethrope House, Kennet House, Wilmcote House, Gaydon House, Oversley House, and Brinklow House.

Westminster City Council is responsible for the electricity supply to the building and for repairing in flat elements for tenants only. Leaseholders are responsible for their own in flat heaters and the repairs and maintenance of these heaters.

Heating in Cyclo blocks is managed on a thermostat basis, meaning the heating will only charge up when needed. There is an override switch in each property where residents can turn off the heating supply to the property if they would like to.

There are two control dials on the storage heaters which residents can control to manage the amount of heating used.

The ‘Input’ dial controls how much heaters charge up overnight and during the afternoon, with ‘6’ being the highest setting. You can turn this dial down slightly to save energy.

The ‘Output’ dial can be used to adjust the amount of heat emitted from the heaters when they are charged. We advise having this set to a low number (1-3) in the day and then turning this up to a higher number (4-6) at night or when the outside temperature drops.

If the numbers have worn from your storage heater, please note turning the dial clockwise will increase the settings, whereas anti-clockwise will decrease the settings.

The hot water storage tanks in each flat are heated predominantly at night where the costs are cheaper. The tanks are heated to around sixty degrees Celsius and will retain that heat for a prolonged period and should be enough to fulfil residents hot water needs for the day. There is also an afternoon top up to the hot water system to ensure there is hot water available in the evenings.

There is a booster switch for the hot water system inside each property in case additional hot water is required. Please note the booster is an expensive way of heating water and therefore we do not recommend leaving it on for a prolonged period.

Leasehold

If leaseholders would like to come off the cyclo heating system, they are entitled to. We would require an application from leaseholders via the Leasehold Operations alterations process, please see this linked below.

www.westminster.gov.uk/alterations

How do my costs compare to the rest of the country?

Westminster City Council purchase gas and electricity in bulk, which means we are able to maintain a competitive and below market average cost for our residents.

Future changes

Over the next few years, we intend to install dwelling level meters in everyone’s homes. This means that residents will be charged for the energy they use, rather than a share of the energy used by their block or estate. These changes will give you greater control over your heating and hot water charges. 

To make these changes possible, we will be installing heat meters in a phased way, beginning in 2024. The viability of installing heat meters in each building will be assessed based on practicality and cost, using a tool provided by Government. We will contact you prior to any work taking place in your home to give you more information, and the opportunity to raise any questions or concerns. 

There is also a scheme of Retrofitting works taking place across the Borough. For more information, please visit our website:

Retrofitting historic buildings

Support with energy bills

With energy prices increasing across the country, many people are struggling with the increased rates. There is a range of support and advice available for residents to help with paying bills and saving energy.

Check out the support available here: www.westminster.gov.uk/housing/help-and-support-rising-energy-costs.

Or visit our Cost of Living hub for more energy saving advice: www.westminster.gov.uk/fairer-environment-hub/take-environmental-action-resident/saving-energy-home  

Energy Performance Certificates (EPC’s)

Energy Performance Certificates tell you how energy efficient a building or property is and gives it a rating from A (very efficient) to G (inefficient). They’ll tell you how costly it will be to heat and light your property, and what its carbon dioxide emissions are likely to be.

An EPC also includes information on what the energy efficiency rating could be if you made the recommended improvements and highlights cost effective ways to achieve a better rating. Even if you rent your home, you could still implement some improvements noted on the EPC, such as switching to more energy efficient light bulbs.

EPCs are valid for 10 years from the date of issue.

To find an existing EPC, please follow the below link:

Find an energy certificate - GOV.UK

Westminster City Council only issue EPCs on void properties. We do not arrange or carry out EPC assessments. If you would like an EPC for your property, and one doesn’t already exist, it is your responsibility to arrange. This is the same for both tenants and leaseholders.

You can arrange an EPC by following the below link:

Get a new energy certificate - GOV.UK

Frequently Asked Questions

What is a heat network?

A heat network means that more than one property receives heating and/or hot water from the same source, usually and plant room which uses Natural Gas to heat water. There are two types of heat networks, District and Communal. A District network is a group of separate buildings receiving heat via pipework from a central Energy Centre. A Communal Network is a single building where all the properties receive heating and/or hot water from a single plant room, usually on the ground floor or roof.

Is the council compliant with regards to the Heat Network, Metering Billing Regulations (HNMBR) as amended in 2020?

The council has registered all of their networks with Government as required. Works are currently underway to install building and dwelling level metering where required by the regulations.

How many Heat Networks are the council responsible for, in how many buildings and serving how many properties?

The council has 57 different networks, supplying heating and hot water to 124 buildings with more than 7100 dwellings

Why has the council not installed a heat meter in my property?

A viability assessment is required to establish whether a heat meter is required in your property. The assessment is carried out using a tool supplied by Government. Where your building is found to be viable, meters will be installed.

What is the Energy Act?

The Energy Act 2023 is an important, recent addition to UK law. It provides for regulation of the Energy Sector, including heat networks. In January 2026, Ofgem will become the regulator for heat networks. Heat Network Owners will be required to register each network for an authorisation to supply heat and submit regular information on network performance and Customer Protection issues to Government in order to keep the authorisation.

Back billing is not allowed by Ofgem, why are you sending me a charge for a period more than 12 months ago?

Back billing is the issuing of a second or “catch-up” bill for a period in excess of 12 months before the current date. Ofgem are the current regulator for the Gas and Electricity sectors,

where back billing is not permitted. Heat Networks are not currently under the same regulatory restrictions as the Gas and Electricity Sectors.

When the Energy Act comes into force in 2026, Government have proposed that you be billed for Heating and/or hot water used no further than 18 months from the date the bill is issued. This is subject to consultation.

Are Ofgem regulating my heat network today?

No, a 12-month transition period is due to begin in January 2026, to allow Heat Network Owners to register their networks and obtain the authorisations to supply heat. Full regulation of the sector under Ofgem is due to commence in January 2027.

Will I be recharged for works required by HNMBR or the Energy Act?

Tenants will not be charged for the installation of metering or monitoring equipment. Leaseholders will be recharged for any works to their dwelling/building in the same manner as with other Capital Works, subject to the standard Section 20 consultation processes where applicable.

Am I entitled to compensation if my heating and/or hot water supply is interrupted?

If the supply of heating and/or hot water is interrupted for 3 days or more, Council tenants can apply for a refund of heating charges paid while the service was not available.

Can I refuse to pay my heating charge?

If you believe that your heating charge is not correct you should contact us. A failure to pay for your heating via a charge within rent for tenants or a service charge for leaseholders could result in enforcement action being taken against you by the council.

Is the council members of The Heat Trust?

The Heat Trust is a best practice organisation which focuses on Heat Network Customer Protection. The council is currently in discussion with The Heat Trust and are actively seeking Heat Trust Accreditation.

Will the council be installing PAYG meters in my property, can I refuse this?

Pay as You Go (PAYG) heat meters have been installed in a small number of recently built council buildings. At this point, we do not intend to install any further PAYG meters within the borough. You will be informed in advance of any metering works taking place within your property.

How can I challenge my heating bill to an organisation that is not Westminster City Council?

If you do not believe your heating/hot water bill is correct or accurate you can challenge this with the Office for Product Safety and Standards. You could also discuss concerns or complaints relating to your heating/hot water supply with Citizens Advice Bureau or The Energy Ombudsman.

Contact us

The Energy Team at Westminster City Council is responsible for the management and billing of communally supplied Heating, Hot Water and Electricity.

• If you have a query regarding your system or your bill, please contact Income Services (if you are a tenant) or Leasehold Operations (if you are a leaseholder).
• If you have a repair issue, please contact our Contact Centre so they can raise a repair with the relevant contractor.
• If there is an issue with the upkeep of your energy system, please contact the Mechanical and Engineering team.

All the above teams can be contact by emailing housing.enquiries@westminster.gov.uk or by phoning 0800 358 3783.