Heating your home

What service levels can I expect from Loka?

We have developed a Customer Charter that lays down standards that we will strive to meet and exceed. We have also agreed levels of compensation that you may be entitled to should our service fall below these standards at any time. You can download the customer charter on this page.

How do I heat my home and water?

As long as you have an account set up and a payment plan agreed, heat is constantly made available to your home’s central heating and hot water systems by the Loka network. You control the amount of heat and hot water you need via the thermostats and controllers on your home’s central heating system.

How does my programmer work?

The heating system inside your apartment was installed by your building developer. If you have any questions about the operation or maintenance of this equipment, please refer to your home-owner’s manual. If you need help, contact L&Q, Moat, Greenwich Peninsula, or Bellway customer services as appropriate.

How do I use my In Home Display?

This unit communicates directly with the HIU and displays all the key information, including your account balance and heat usage. For more information, please see our separate document – “A guide to your In Home Display Unit”, available to download on this page.

Tips for reducing your heating and hot water bills

Get to know your heating controls

Ensure your thermostat and programmer is set up so you can heat your home to suit your own personal needs.

Top tip:

Turning your thermostat down by just one degree makes a huge difference, helping reduce heat used. You can try doing this slowly and try a degree cooler for a few days and then a further degree after that.

Get everyone on board

Make everyone who lives in your home aware how your heating system is programmed and the potential savings that small changes can make. Kids could even apply for a Green Blue Peter Badge by pledging to reduce the thermostat by a degree.

Wrap up warm

• Make sure you reach for a pair of slippers or warm jumper and layer up before you reach for the thermostat.

Block draughts

If you can feel a chill coming in from the outside then your heating system must work twice as hard – a waste of energy, not to mention the added cost to your energy bills.

Top tips:

• Close doors and curtains to stop heat escaping.

• Get radiator savvy: if there's a room (or two) you don't spend much time in, then switch off the radiator, or turn it right down, and shut the door to save energy.

• Making your home draught-proof can be done by getting thick curtains, running draught excluders or seals along the gaps between windows and doors.

Get a water-efficient showerhead

• Have showers not baths and save water.

• The quicker the shower, the more energy you’ll save.

Give your radiators an MOT

You want to make sure the radiators you use are using are working to their full potential.

Air can often get trapped in your radiators, which makes them less effective. If your radiators aren’t warm all the way to the top, then you’ll know this has happened. Bleeding your radiators means getting rid of this extra air - you’ll need to use a screwdriver or a radiator key (depending on the type of radiator you have) to open a valve and let the air escape.