Netthings Pre-payment Changes October 2022
What has happened to the ista Netthings Pre-payment System?
A server has been replaced and as a result old obsolete Pre-payment controllers will no longer connect to the billing system. Unfortunately the change of the server is essential to maintain operation of the overall system.
What is the impact of these changes?
The meter in your property is recording your consumption, but the details are not being sent to ista to calculate the balance and advise when top ups are required. The control valves should not shut when the controller believes there is no balance on the meter. If the supply of heating and hot water is interrupted, please contact ista for an engineer appointment.
Will heating and hot water be maintained?
Yes, the heating and hot water should stay on, contact ista if it doesn’t. However the heating and hot water use is still being recorded and will need to be paid for.
How can I pay for heating?
You can continue to pay for heating in all the same ways as before and this will be recorded against your account. When the meter is reconnected the payments will be allocated against your usage and the updated balance provided.
What happens if I don’t make payments?
The supply of heating will not be interrupted. If there is an interruption, please contact ista. However in due course you will be charged for use of the heating system – to avoid a future debt, please continue to make payments.
How much should I pay?
We would recommend continuing with your current pattern of top-ups to make sure the account balance is kept under control. If you would like advice on the best top-up amounts for you, please contact ista – this type of enquiry is best managed through e-mail. If you want to understand your exact account balance, you can send a picture of your meter into to ista and we can calculate the cost of the heating and hot water used. With a meter reading we can advise the balance on your account.
How do I take a meter reading?
The best way is to take a photograph of the meter. The meter is typically in your utility cupboard with your fuse box, other meters and probably a Heat Interface Unit (HIU) – which manages the supply of heating around your property. If the meter is in the HIU, it should be visible through a window but occasionally you may need to take the cover from the HIU to view the meter.
In some cases we may need to speak with your Property Manager to get access for these readings
What happens next?
ista is talking to your Property Manager or Social Housing provider about the installation of alternative equipment. Once this is agreed and there is a plan for replacement, you will be contacted and advised of the next steps.
What should I do if I am unsure about how to manage my heating and hot water?
The easiest way of contacting ista is using your myista portal or alternatively via e-mail (ista-smartpay@ista-uk.com). Additional staff will be managing responses on these channels and we will respond to your queries as quickly as possible.
The smartpay phone number is: 01223 874946 (weekday, office hours 08:30 to 17:30) – we expect this line to be very busy and would ask that you call only if the supply of heating and hot water to your property has been interrupted.