Service Providers
You will find details about the companies who currently supply services to your home on the following pages. You are free to change to a supplier of your choice. Ofgem encourages competitive pricing in the gas and electricity markets by offering information and resources at www.ofgem.co.uk.
In your apartment, you will be billed separately for:
- Heating and hot water, via energy meter in the Utility Cupboard
- Cold Water, via meter in the Utility Cupboard
- Electricity, via tariff meter in the Electrical Riser
Heating
Hot Water
Hot water is provided to your apartment via a Water Source Heat Pump located in the hall utility cupboard. The WSHP performs two key functions:
- Provides the heating for your central heating system
- Provides domestic hot water for your taps and showers
Underfloor Heating
The underfloor heating system operates by circulating hot water through a series of pipes to each habitable room. Each room or zone has an individual room thermostat which controls the water flow and the room temperature. When the thermostat calls for heat, hot water is pumped under the floor, gently warming the floor surface and raising the room temperature. After the 12 month defect period, the system is to be maintained by Gateway Housing.
Room Thermostats
The thermostats continually measure the temperature in the air surrounding them, turning the heating on or off to maintain your preferred setting. Depending on the size of your home, you will have between one and four heating thermostats.
Programmer
Your programmer allows you to choose when your heating comes on and off throughout the day. This has a battery backup, so you won’t lose your settings if there is a power cut. Maintaining a consistent temperature is more efficient; recommended comfortable temperatures are 19 degrees for a bedroom and 21 degrees for a living space.
Heated Towel Rails
The towel rails in your bathrooms are electric and switched on or off in the bathroom cabinet. They are designed to provide heat and warm towels, but if they are constantly covered this will inhibit their ability to provide heat.
Please be aware as the bathroom towel heaters do not have a timer and get very hot if left on for extended periods of time.
Electrical
Pozitive Energy is the default supplier for your apartment.
Back in February 2025, Positive Energy lost their licence to operate as a residential supplier, meaning that they charge commercial rates which are typically higher.
With this in mind, we suggest that as soon as you complete, you should select a new electricity supplier, and make the switch to them as soon as you can.
The process of switching should be simple as providers tend to do all the hard work for you.
Your electricity supply enters your home through your electricity meter. Both this meter and the cable that is attached to it belong to the electricity company, and you should not tamper with them. Any wires that run from your meter to the rest of your home are your responsibility.
The wires from your meter lead to your consumer unit, which houses the main on/off switch for your home’s supply and a collection of miniature circuit breakers (MCBs) which protect individual circuits for wall and ceiling lights, power sockets, etc.
Troubleshooting
If a circuit trips:
- Unplug any appliances you think might have caused the trip
- Go to your consumer unit and identify the protective device (RCBO/AFDD) affected and follow the troubleshooting chart or sticker located inside the lid
- Plug all the appliances back in one by one. When the circuit trips again, this means you’ve found the fault
If you still can’t find the fault, we suggest you contact Gateway Customer Services instead of repeatedly resetting the RCBO / AFDD, as the fault might be intermittent or inside a socket or switch. Please be aware that the protective devices are very sensitive, and even a light bulb blowing can make them trip.
Telephone
The incoming fibre in your home is located in the utility cupboard and is ready for your chosen supplier to activate it. Secondary RJ45 points have been provided to the living room and master bedroom and can be patched to the router should the resident prefer hardwire connection.
TV and Satellite
Your new home has television points installed from a communal aerial and is also wired ready for connection to satellite television services like SkyQ.
An internet connection will be required to use any Smart TV functions or online streaming services like Netflix or Apple TV.
If you would like to watch live television, you will need to purchase a television licence. Please note, your television licence does not automatically move with you. It is important to notify TV Licensing so they can transfer your licence to your new address. You can contact TV Licensing to purchase or transfer a licence at www.tvlicensing.co.uk.
Internet
The Internet for the apartment is connected through Fibre To The Premises (FTTP), which is the fastest commercially available broadband network. FTTP is available with Hyperoptic and BT Openreach, you can contact either company to set up the Internet. You can find out more information or set up an account with their details below.
| Provider | Website | Telephone |
|---|---|---|
| Hyperoptic | www.hyperoptic.com | 0333 332 1111 |
| BT Openreach | www.bt.com/broadband/ultrafast | 0800 587 4787 |
Sprinklers
Each apartment has a series of sprinkler heads that provide sufficient water coverage in the event of a fire.
The sprinklers are triggered under intense heat, therefore only the sprinklers in the vicinity of the fire will be activated.
The sprinkler caps on the ceiling require minimal cleaning with a damp cloth but should never be removed from the ceiling.
Testing of the sprinkler system is undertaken annually by qualified engineers but you will be notified to book an appointment if access into your apartment is required.