Frequently asked questions

We’re a leading low-carbon heat supplier. Find out more about Last Mile Heat.

We have voluntarily signed up to work with the Heat Trust. This means we are committed to comply with the high standards they require for the benefit of heat customers.

These bodies can also provide you with impartial advice about clean energy.

You can find out more about the benefits of ground source heat networks and how they work on the about our networks page.

We monitor all of our heat networks and regularly carry out routine and proactive maintenance and repair to ensure they perform to our highest standards.

If your home is connected to a Last Mile Heat network, you’ll need to register with us straight away. You can register with Last Mile Heat on our register with us page.

It’s really easy to update your details with us – just visit the update your account details page.

We don’t expect to, but if there is a problem we may need access to your property. We’ll always advise you in advance when this is due to take place and try to find a convenient time for you. Our representatives will be clearly identifiable, friendly and accommodating of your needs.

If you’re a vulnerable customer and are worried about having an engineer visit, you can set up a password with our customer service team so that you are sure that the right person is at your door. Find out more on our vulnerable customers page.

We own and are responsible for the heat network up to the boundary of your property.  You own and are responsible for your heat pump and the pipework within the boundary of your property.  The pipework enters your home and connects to the back of your heat pump.  It’s important that the pipework is not damaged in any way as that will affect your heating.  If you’re carrying out works and unsure about how that might affect the network, then please contact us.

If you sublet your home then billing can be transferred to the tenant for the duration of their tenancy. Either you or the tenant will need to provide us with their details so that they can enter into a customer agreement. This means you will not be held liable for any debts incurred by your tenant. You will be responsible for the heat charges during any ‘void’ periods between tenancies.

If you are on a decentralised network, instead of a traditional boiler your home has a ground source heat pump installed. This will usually be in a cupboard, utility room or outside building. While it runs on electricity, because it can use heat from the earth it makes heating your home extremely efficient.

If you are on a centralised network, you will have a heat interface unit in your home.

Different heat pump brands and models are compatible with our networks. Operating manuals, controls and warranty information should have been provided with your new home. If you can’t locate these you should contact the seller, developer or the heat pump manufacturer.

We own and are responsible for the heat network up to the boundary of your property. You own and are responsible for your heat pump and the pipework within the boundary of your property.

When you move house you must let us know, and pay all remaining charges due up until the day you move out. You can read about this in more detail on our moving home page.

If you’ve set up a direct debit, you will be charged monthly and we’ll send you a statement every six months. If you are on a decentralised network, you can check the monthly tariff on our charges page.

You pay for the electricity required to run your heat pump as part of your normal utility bill and are free to choose any electricity supplier for this.

We promise stable bills and energy security. If you’re on a decentralised network (you have a heat pump in your home), you’ll pay the same fixed amount each month so there’s no need to worry about fluctuating prices.

In a centralised network (where a larger central heat pump serves several homes) your heat is metered so there’s a standing charge plus a unit charge.

Our ground source heat network charges are reviewed every year and monitored by our regulators. For full transparency our current charges can always be found on our charges page.

Direct Debit is the simplest method of payment and because it’s cost-effective for us, it means we can pass the savings on to you. You can arrange to pay your bills in monthly, fortnightly or weekly instalments.

To set up your billing and payment, please call us on 0333 009 5211 (Mon-Fri, 9am-5pm) and together we’ll agree a suitable schedule. If you prefer, you can make your request in writing – you can find our postal address on the contact us page.

If you can’t pay by Direct Debit, please call us to arrange an alternative means of paying – do note there may be an additional charge for this.

Not from us. But if you’re connected to a decentralised network, you’ll also need to pay for the electricity required to run your heat pump as part of your normal utility bill. You’re free to choose any electricity supplier for this.

If at any time you are unhappy with your payment plan amount, you can choose to pay any outstanding balance in full and ask us to review your monthly payments.

If you’re having problems paying your bills please call us as soon as possible to discuss options. You can find out more on our difficulty paying bills page.

Last Mile Heat owns and operates the ground source heat network you’re connected to right up to the boundary of your property. This means we don’t own your heat pump, or any of the internal fixtures and fittings like radiators or pipework.

We maintain the connection which enables your sustainable, highly efficient heating and we operate under strict regulation.

You own and are responsible for your heat pump. If you experience any problems you can check our network status page to see if there is a problem with the network. You can also let us know about the problem by calling 0330 043 1478. If it’s an issue with the heat pump, you may still be covered under warranty so it’s worth checking your warranty information and contacting the manufacturer. A local heat pump engineer would also be able to help.

You, as the occupier of the property, are responsible for paying our monthly fee, which applies when heat is made available to the household from our ground source heat network.

Please check our terms and conditions page for full details.

If you think your bill is wrong, addressed to the wrong person or you have another billing query, get in touch with us and we’ll work with you to resolve the issue. Please call 0333 009 5211 (Mon-Fri, 9am-5pm).

If you experience any problems you can check our network status page to see if there is a problem with the network. You can also call us on 0330 043 1478 to let us know about the problem.

If it’s an issue with our network, it’s likely that your neighbours are experiencing the same issue and we’re already addressing the problem. We’ll diagnose the issue, send an appropriate engineering team out to fix it and advise you on the timescales we’re working to.

If it’s a problem with the heat pump itself, you may still be covered under warranty so it’s worth checking your warranty information or contacting the manufacturer. A local heat pump engineer would also be able to help.

Yes, absolutely. We understand that sometimes you may need a helping hand when it comes to either paying your bill or communicating with us. That’s why our colleagues are trained to recognise situations where you may need a bit of extra help.

If you need additional support, please do tell us. We can provide:

• Bill reading services
• Large print bills
• Nominating relatives or friends to talk to us on your behalf
• Accessible formats

You can read more about this and how to register on the Priority Service register on our vulnerable customers page.

Relay UK

Helping people with hearing and speech difficulties communicate with anyone over the phone, using the national relay service.

Phone: 0800 7311 888

Relay UK app (or Textphone): 0800 500 888

We’re so sorry for your loss. We understand how challenging this time can be and want to help and support you as best we can. Please visit our tell us about a bereavement page, or if you’d prefer to talk to our team, just call 0333 009 5211.