Eon is an energy company that has been awarded the 25 year contract to provide heating and hot water to all of the Tithebarn Green estate, and other areas nearby. The heating is generated from the site over the M5 in the big green building, with pipes feeding the substation at the bottom of the hill where Tithebarn Way meets Langaton Lane.
Out Of Hours Reporting: 0333 202 4692
Contents:
- Outages in 2025
- HIU (not a boiler)
- Leaving EON (or not)
- (Not) Renewable Energy
- Complaining
Out Of Hours Reporting: 0333 202 4692
Outages in 2025
11/03 – “We’ll be doing some maintenance on your heat network at Monkerton. You may have no heating or hot water between 9am and 5pm whilst we carry out the work. We’re sorry, we’ll be as quick as we can.”
25/02 (08:05 – 09:48) text message received with belated information, and resolution.
25/02 (morning, 7am) – no text msg received, widespread reporting online that hot water is not being provided.
24/02 (evening, 9pm) – no text msg received, widespread reporting online that hot water is not being provided.
23/02 (evening, 9pm) – no text msg received, widespread reporting online that hot water is not being provided.
09/01 (19:22 – 21:23) “We’re sorry, you may notice a problem with your Heat supply at Monkerton. Our engineer is on their way, so you won’t need to call and let us know.”
07/01 (19:02 until 20:11 – “We’re sorry, you may notice a problem with your Heat supply at Monkerton. Our engineer is on their way, so you won’t need to call and let us know.”
05/01, (08:31 until 11:51) – Sorry, you may notice problem with your Heat supply. Our engineer is on their way.
03/01 – carrying out maintenance. Sorry if you notice any disruptions.
HIU (not a boiler)
Instead of having a boiler installed into the properties, we have a Heat Interface Unit (HIU). This receives hot water from the EON boilers and then heats our own water supply to provide hot water for us. Reliability of this system has been poor and many residents have complained repeatedly to EON, our MP (Simon Jupp – April 2024), Broadclyst Parish Council and East Devon District Council at various times and with various levels of success.
Leaving EON (or not)
It is very difficult to leave EON for heating and hot water. We have established that for a nominal price of <£70 that any property can be disconnected, but the HIU remains the property of EON and it can not be removed. If this is done then the property would need an alternate heating and hot water system installed.
(Not) Renewable Energy
The original marketing material claimed that EON would provide renewable energy heating to us. However, this has never happened and we remain powered by gas. This was discovered when gas prices rose dramatically and so did our heating costs. There is still not a plan to move us onto renewable energy supply, nor divorce our energy prices from the gas market.
Complaining
When things go wrong, such as you don’t have any hot water, it isn’t very easy to complain to EON about it which will add to the frustration. EON have previously ‘not allowed’ complaints to be complaints until a specific number of people have complained about the same thing. The telephone only procedure is always understaffed and therefore getting through to complain can be a time-consuming affair with many people giving up because they have a life. Apparently there are some improvements regarding this planned, but not in place as yet.
Out Of Hours Reporting: 0333 202 4692
Update, April 2024
Our MP Simon Jupp asked a question in parliament. The video has subtitles but no sound.