Domestic customers

Your supply 

We predict that connecting to one of our heat networks will reduce your energy bill by 5% per year, giving heat and hot water whenever you need it - and ensuring you only pay for the energy you use. Our aim is to involve everyone with a stake in Gateshead, whether they live, work or travel through the borough, urging them to make changes to reduce carbon emissions. 

Paying for the energy you use

The supply works on a 'pay as you go' basis. Through your smart meter you can monitor consumption and view and top up your account balance. You can top up online, over the phone, or by setting up a regular payment

mySycous (opens new window) provides the billing solution for customers of Gateshead Energy Company. Sycous processes the payments you make as well as managing accounts and answering any questions. Visit mySycous help and support (opens new window) to manage your account and to get information about the support available.

Financial support

Maintenance

The district heat network is a highly efficient, simple system that removes the worry of things going wrong. 

Maintenance is included in the price of your heat as set out in your supply agreement, and you will never be expected to pay for maintenance or servicing of your system. (You will of course be charged if you damage or change the system.) 

If you have any issues or questions about your supply, please contact us.

Work undertaken in your home 

A new heat interface unit (HIU) replaces your traditional boiler and provides instant heat and water to your home.

If we are replacing a very old heating system, such as gas central heating, new pipework and radiators may be necessary. Most of the time, your existing system can be used as-is. 

Harnessing renewables 

Gateshead's district heat network decarbonises the heat in your home by using renewables from our local environment, such as heat from disused mines and solar energy. 

This, along with efficient heat pumps powered by solar, means your heat can be fully decarbonised, supporting the effort to net zero while providing a cost-effective and consistent heat, separate from the extreme fluctuations of the National Grid. 

High-rise homes

Heat and power for tenants of high-rise buildings may be operated by Gateshead Council or Gateshead Energy Company.

If your building is operated by Gateshead Council, the contact details are: housingoffice@gateshead.gov.uk; 0191 433 5353

If your building is operated by Gateshead Energy Company, the contact details are: energyservices@gateshead.gov.uk; 0191 433 2090

Areas served