Get your planning right for real success with community heating schemes.

1. Best laid plans
www.switch2.co.uk
Why heat network providers need an
implementation checklist for handover

2. www.switch2.co.uk
Your heat network is designed and built.

3. www.switch2.co.uk
Your heat network is designed and built.
The scheme is agreed and about to be
handed over for you to run.

4. www.switch2.co.uk
Your heat network is designed and built.
Now it’s time for launch
The scheme is agreed and about to be
handed over for you to run.

5. www.switch2.co.uk
Your heat network is designed and built.
Now it’s time for launch
But, before you do, pause for thought.
Will your best laid plans stand the test of time? Or will
everything start to creak the moment you press “Go”?
The scheme is agreed and about to be
handed over for you to run.

6. www.switch2.co.uk
Your heat network is designed and built.
Now it’s time for launch
But, before you do, pause for thought.
Will your best laid plans stand the test of time? Or will
everything start to creak the moment you press “Go”?
As with all launches, you need an implementation checklist.
The scheme is agreed and about to be
handed over for you to run.

7. www.switch2.co.uk
System check

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System check
First, make sure the system is free from
latent defects and performs to specification.

9. www.switch2.co.uk
System check
First, make sure the system is free from
latent defects and performs to specification.
Keyrecommendations

10. www.switch2.co.uk
System check
First, make sure the system is free from
latent defects and performs to specification.
Thorough commissioning and testing will help deliver
an efficient and reliable service, which can be assured
by employing independent commissioning experts.
Keyrecommendations

11. www.switch2.co.uk
System check
First, make sure the system is free from
latent defects and performs to specification.
Thorough commissioning and testing will help deliver
an efficient and reliable service, which can be assured
by employing independent commissioning experts.
Ensure control strategies are in place and automatic
metering systems are working so the performance
can be monitored.
Keyrecommendations

12. www.switch2.co.uk
System check
First, make sure the system is free from
latent defects and performs to specification.
Thorough commissioning and testing will help deliver
an efficient and reliable service, which can be assured
by employing independent commissioning experts.
Once the system is operating it should be tested
thoroughly to ensure it meets its minimum
guaranteed performance standards.
Keyrecommendations
Ensure control strategies are in place and automatic
metering systems are working so the performance
can be monitored.

13. www.switch2.co.uk
It is also recommended that
developers follow the CIBSE
Commissioning Code M,
and Heating and Hotwater
Industry Council’s Benchmark
Commissioning Checklists when
carrying out the commissioning.
System check

14. www.switch2.co.uk
System transfer

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System transfer
Once the system has proven itself, it needs to be
properly handed over to operational staff.

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5 steps to a successful handover:

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5 steps to a successful handover:
Developers are encouraged to follow handover procedures from the CIBSE
and BSRIA BG1: Handover, Operation and Maintenance (O&M) Manuals.1.

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5 steps to a successful handover:
The operations team should be provided with all the necessary
information about the heat network, including O&M manuals, log
books, metering strategies, records of material specifications for
the network, as-installed drawings and commissioning records.
2.
Developers are encouraged to follow handover procedures from the CIBSE
and BSRIA BG1: Handover, Operation and Maintenance (O&M) Manuals.1.

19. www.switch2.co.uk
5 steps to a successful handover:
Ensure service engineers have training required for operation
and maintenance, especially with more advanced technologies.
The operations team should be provided with all the necessary
information about the heat network, including O&M manuals, log
books, metering strategies, records of material specifications for
the network, as-installed drawings and commissioning records.
2.
3.
Developers are encouraged to follow handover procedures from the CIBSE
and BSRIA BG1: Handover, Operation and Maintenance (O&M) Manuals.1.

20. www.switch2.co.uk
5 steps to a successful handover:
Ensure service engineers have training required for operation
and maintenance, especially with more advanced technologies.
Contingency plans should be in place for
breakdown or other technical problems.
The operations team should be provided with all the necessary
information about the heat network, including O&M manuals, log
books, metering strategies, records of material specifications for
the network, as-installed drawings and commissioning records.
2.
3.
4.
Developers are encouraged to follow handover procedures from the CIBSE
and BSRIA BG1: Handover, Operation and Maintenance (O&M) Manuals.1.

21. www.switch2.co.uk
5 steps to a successful handover:
Developers are encouraged to follow handover procedures from the CIBSE
and BSRIA BG1: Handover, Operation and Maintenance (O&M) Manuals.
Ensure service engineers have training required for operation
and maintenance, especially with more advanced technologies.
Contingency plans should be in place for
breakdown or other technical problems.
Establish planned maintenance procedures, including the monitoring of key
components in the system, and a reporting process for any issues.
The operations team should be provided with all the necessary
information about the heat network, including O&M manuals, log
books, metering strategies, records of material specifications for
the network, as-installed drawings and commissioning records.
1.
2.
3.
4.
5.

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Black and white contract

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Black and white contract
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.

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Black and white contract
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.
Points to remember:

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Black and white contract
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.
Conditions under which
prices may change.
Points to remember:

26. www.switch2.co.uk
Black and white contract
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.
Conditions under which
prices may change.
Suspension and resumption
of service process
Points to remember:

27. www.switch2.co.uk
Black and white contract
Procedures for reporting a
fault or an emergency, along
with access arrangements.
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.
Conditions under which
prices may change.
Suspension and resumption
of service process
Points to remember:

28. www.switch2.co.uk
Black and white contract
Procedures for reporting a
fault or an emergency, along
with access arrangements.
Make sure the contractual relationship with customers
is established, with service conditions clearly outlined.
Conditions under which
prices may change.
Suspension and resumption
of service process
Points to remember:
What is expected from customers
if repairs are required, and the
method of allocating resulting costs

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The customer experience

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The customer experience
Above all, heat providers must understand
their obligations to customers.

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The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.

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The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
Customers need to understand how
the heating and payment systems work
- appropriate customer instructions
should be developed and distributed to
customers at handover, supplemented
by customer training if necessary.

33. www.switch2.co.uk
The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
There should also be procedures
in place for providing district heat
information for new customers moving
into the area in future, as well as
existing residents.+

34. www.switch2.co.uk
The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
Procedures also need to be ready for
dealing with late payers and vulnerable
heat customers, including provision for
additional support along the lines of
the guidelines set out in the
Heat Trust Scheme.
!

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The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
Heat providers need to know how they
will handle complaints and disciplinary
procedures.!

36. www.switch2.co.uk
The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
All personal customer data should be
considered private, and staff need to
be aware of this. Security of online
systems storing customer data should
be assured before launch.

37. www.switch2.co.uk
The customer experience
Priority checklist
Above all, heat providers must understand
their obligations to customers.
Ensure staff dealing with customers
are well trained and that a 24 hour
emergency hot line is available.?

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Once all this has been achieved, the scheme
should be ready for a successful launch!

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“Be Prepared... a scout must prepare himself by previous
thinking out and practising how to act on any accident or
emergency so that he is never taken by surprise.”
Robert Baden-Powell
Once all this has been achieved, the scheme
should be ready for a successful launch!

40. www.switch2.co.uk
Takeaways:
• Ensure thorough commission and testing to make sure the
system works to specification
• Provide comprehensive handover to operations and
maintenance staff
• Make sure maintenance arrangements are in place and that
maintenance and operations staff are well trained
• Get the correct contractual relationships established with
customers, staff and suppliers
• Check all customer service obligations are satisfied or prepared
for
• Ensure procedures are in place for any eventuality, and that all
involved are aware of them and know their responsibilities

41. www.switch2.co.uk
Design for the Future - Key planning considerations to ensure
your community heating network runs smoothly and efficiently
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