During the new year period, Gracie House residents on pre-payment solutions are requested to keep their meters well topped-up.
Please find below a link to a YouTube tutorial on how to use your heating:
https://www.youtube.com/watch?v=-EI4hXKL6x0
Please find below FAQ’s for your information:
What do we do if we have loss of heating or hot water?
In the event that you experience a loss of heating and or hot water outside of Insite’s opening hours, you should check that you have sufficient credit if you are on a pre-payment solution. Details on how to top up can be found on Insite’s “your home” section of our website here: https://insite-energy.co.uk/development-search.
Opendoor Homes is your heat provider and if your heating is not working despite your account being in credit, please contact Opendoor Homes on Tel: 0208 080 6587
What do we do if the ADSL line goes down?
Residents can enter their top-ups codes manually in the absence of a working ADSL. The process for how to do this is detailed in their Welcome Brochure. If you do not have a hard copy, this is also available on our website http://www.insite-energy.co.uk/. This will enable them to top-up manually until the issue is resolved. Alternatively, they can activate their emergency credit which will enable their supply until the amount allowed, usually £5.00, runs out.
Who do we contact if we have an issue with our Guru/Secure/Gen 1 unit?
Residents can email details through to Insite’s Customer Services Team at customerservice@insite-energy.co.uk. Any emails will be responded to when the Insite office re-opens after the festive period.
Thank you for your kind co-operation.