Terms of supply

Please see the button below for an explanation about our two different types of ground source heat.  If you are unsure which Terms and Conditions apply, please check your welcome materials, or contact us.

Which type of ground source heat network am I connected to?

Decentralised networks

About your Contract (Decentralised)

Your Contract for the supply of Ambient Energy to your home is made between:

  • You, the occupier of your home (“you”, “your”); and
  • Us, Last Mile Heat Limited, company registration number 13387039 with its registered office at Kingfisher Suite Wheelhouse, Bonds Mill Estate, Stonehouse, Gloucestershire, United Kingdom, GL10 3RF (“Last Mile Heat”, “we”, “us”, “our”).

While your home remains connected to the Network, and Ambient Energy continues to be made available to it, you are deemed to have accepted the Terms and Conditions of Supply (Decentralised) and have entered into your Contract with us.

Words and phrases printed in bold have specific meanings in your Contract. Those words and phrases are explained in clause 1 (Definitions) of the Terms and Conditions of Supply (Decentralised) which form part of your Contract. Please ensure that you read the Terms and Conditions of Supply (Decentralised) carefully, and in particular the clauses summarised in the Summary of Key Terms below.

If you have not entered into a contract with us, or if the Contract that you have entered into has ended but you are using the Ambient Energy (for example where you have moved into a property where we already provide the supply of Ambient Energy), you will be deemed to have entered into the Contract with us and to have accepted the Terms and Conditions of Supply (Decentralised).

By using Ambient Energy from our Network, you confirm that you:

  • are making a legally binding contract;
  • understand that you are taking your Ambient Energy from us;
  • have read and understood the Terms and Conditions of Supply (Decentralised), and agree you will comply with them;
  • agree to keep your contact details (email address and telephone) up to date; and
  • will pay all of our Charges under your Contract.

Please seek independent legal advice on anything you don’t understand in your Contract.

Summary of Key Terms

Here’s a summary of the main terms of this agreement between Last Mile Heat and you, our customer.

Agreement dates (clause 2, clause 13)

Your Contract begins on the date we start supplying Ambient Energy to your home and will end if you or we end the Contract, as described in clause 13.

Charging for Ambient Energy (clause 5)

Our Use Charges are set out in our Charging Statement published on our website: We will add VAT to all of our Charges at the applicable rate.

Changes to our Charges (clause 5)

We will review our Charges annually, with increases coming into effect on 1st April each year. If we need to adjust our Charges at any other time, we will inform you and explain the adjustment 31 days beforehand.

Failure to pay (clause 8)

If you don’t pay your bill within 31 days, we may:

  1. ask you to pay by another method;
  2. change how often we send your bills;
  3. increase the amount debited from your bank account;
  4. agree a payment plan with you;
  5. ask that someone else guarantee your payments;
  6. take court action to recover the debt and our costs;
  7. suspend or disconnect your Ambient Energy.

If you fail to contact us and/or fail to pay the unpaid Charges, we may pass the outstanding debt to a debt collection agency.

Moving home (clause 13)

If you are moving out you must give us at least 2 working days written notice in advance and give us your forwarding address so we can send you your final Ambient Energy Bill. Even after ending this Contract, you must still pay all Charges that you owe.

Our liability (clause 16)

We will be liable for direct loss or damage caused by our negligence or arising from our breaches of this Contract. If you suffer any direct loss or damage, our responsibility to you will be limited to a maximum of £10,000 per calendar year.

How we use your personal information (clause 18)

We will process your personal information in accordance with our Privacy Policy. We may use your personal information for credit and fraud prevention checks. We may monitor and record any communications, including phone conversations, emails, text messages and web chats for security, service or training purposes.

Any changes to this agreement will be published on our website and, where possible, we will give you at least 31 days written notice before any changes come into force.

If you need help reading or understanding this summary, please get in touch so we can give you extra support.

Terms and Conditions of Supply (Decentralised)

Centralised networks

About your Contract (Centralised)

Coming soon

Terms and Conditions of Supply (Centralised)

Coming soon