The objective?
Sycous successfully tendered for the installation of a metering and PAYG solution across over 1,000 properties on behalf of Hackney Council in 2019. This project included both domestic installations, as well as commercial metering that was required under the Heat Network (Metering and Billing) Regulations 2014.
At this time, Hackney Council had many un-metered properties, a metering and billing supplier with poor customer service levels and locked down equipment installed across multiple schemes. Installing a future proofed metering and billing system, with a long term, 10 year warranty on PAYG units was crucial to improve the overall service provided to residents.
How Sycous helped?
Sycous proposed a transferable protocol metering and billing system that would allow Hackney Council to back end debt from the previous in-efficient system. Meaning any debt across their schemes would be recovered via a percentage of residents top-up overtime.
Also, to meet heat network regulation standards and improve overall scheme efficiency, Sycous proposed a non-evasive Clamp-On metering and data collection solution to install across all networks. The Micronics U1000 Clamp-On Meter provided a solution to avoid the properties heat network system needing to be drained, compared with alternative in-line meters.
"We have been working with Sycous for almost 5 years to future proof the metering and billing on all of our communal heating networks. They provide a high level of expertise and support and their resident engagement program has been received well by the people of Hackney."
Angela Okoh, Energy Manager
How we did it?
Our Sycous Technical Delivery team commenced the project with in-depth surveys for the various installation types, providing a site-by-site project approach that accommodated simple to complex installations.
Across all domestic properties we installed the ZENNER C5-IUF Heat Meter, which can be powered by MBus. This solution meant that there would be no battery replacement issues or mains powered meters, leading to reduced maintenance and installation costs. By connecting the Secure Liberty 100 to the same MBus network, we were able to install without the need for any external data collection infrastructure. This hardware was selected because of its suitability in retrofit projects ranging from 5 to over 500 properties on the heat networks across Hackney.
Each Micronics U1000 Clamp-On Meter was installed by our Sycous Engineering team who received manufacturer technical training from Micronics, ensuring each meter had been installed to best practice. In addition, our team added an Insulation jacket alongside the meter to maintain the efficiency of the system in place and prevent any temperature losses.
The project was hugely successful with positive feedback being received from residents about their new systems but also the quality of installations. We believe this success was down to our Project Delivery Team and the team at Hackney Council who worked closely throughout, undertaking joint consultation activities with residents as well as engaging in regular project meetings. Any issues, such as property access during the installation period were approached in a pro-active manner, by engaging with residents at scheme drop-in meetings to inform them of the benefits of their new system.
"It has been a pleasure working with Hackney on improving the heat network metering and billing service to all residents. The initial project started in 2019 where we successfully upgraded over 600 properties in 3 months including new meters, PAYG valves and Liberty 100 PAYG Units. We continue to support Hackney residents with on-site meetings to provide information on energy savings and billing information. We look forward to our continued partnership to provide best in class customer service."
Luke Chambers, Commercial Director
The result?
Since the installation works, Hackney Council and residents now benefit from a PAYG solution with transparent access to data and billing information, extensive online resources for managing their account, improved call wait times that are less than 30 seconds and a transferable system to ensure high levels of service and value to residents is achieved.
Our relationship with Hackney Council has continued to grow, we’ve worked together on a number of community events, including their annual ‘plastic-free’ Sustainability Day. This event, held in front of the town hall, is open to all residents of Hackney and we’ve helped residents connected to heat networks understand their meters, as well as others looking to reduce their energy consumption.
Alongside our success in the installation works, we were also successful in winning the ongoing operation contract. Alongside our great customer care and other benefits, Sycous was able to offer Hackney a Customer Billing Service solution that seamlessly transitioned to our self-operated Mabdeck solution. This was in-line with Hackney’s ambitions to bring ongoing services in-house - creating local jobs and opportunities.
This Customer Billing Service solution has been greeted with positive feedback and fantastic levels of resident engagement, especially across the online resources that are available to residents.
The future?
Sycous continue to be selected by Hackney Council to provide ongoing metering and billing services and ongoing data reporting services. This is due to the high level of service provided, such as providing remote 1/2 hourly data access to bulk meters through our Mabdeck software.
Our Sycous Projects and Delivery Team also attend to the repair and maintenance of all metering infrastructure for Hackney Council within dwellings and bulk meters. Any property that still contains legacy closed protocol equipment is replaced on an ad-hoc basis overtime once the unit become faulty. This approach provides a cost effective solution to Hackney Council, as no external infrastructure is required to on-board one property, or an entire apartment block to the Sycous metering and billing system.
