There may be a disruption in the supply of cooling. This is annoying and of course you want it solved as quickly as possible.
First of all, the cause of the failure must be identified so that it becomes clear who can solve the failure. The property line indicates who is responsible for the various components. You can find this on the page of the project where you live.
Go to www.vaanster.nl and enter your zip code and house number. You will then be redirected to the web page belonging to the zip code you entered. There you will find an image with a supply boundary of the project in question. All parts left of the red dashed line belong to Vaanster, all parts right of the red dashed line belong to the building owner. In the case of an owner-occupied house, it is you yourself; if you rent the house, it is the landlord. That part we call the "indoor installation." We always recommend that you get a maintenance contract for this from an installation company. Vaanster is an energy supplier, we cannot provide that service.
Vaanster cannot solve a heat failure for you if it is not a collective failure. This is outside our service. Vaanster is collective energy supplier and not an installation company.
Check which situation applies to you:
Malfunction in entire home or in part of home
It is important to determine whether there is a failure in the cold supply in all rooms of your home or whether this failure occurs in part of your home.
If the malfunction occurs in part of the home, then heat is being delivered but not routed to all rooms. This indicates a failure in the indoor installation in the house. This could be a fault in, for example, the (room) thermostat, the controller, a valve with motor or a part of the floor distributor. If you own the home; consult an installer. If you rent the house; call your landlord.
Is it not getting cool throughout the house?
First check that the thermostat is set properly. To check that, you can temporarily set the desired temperature higher on the thermostat. Make sure that this thermostat is set on demand. This means that the desired temperature is higher than the current temperature. This will allow you to check if it is getting warmer in the house after some time.
You can also check if the thermostat's batteries need replacing. The thermostat will indicate when the batteries need to be replaced.
Similar malfunction at your neighbors?
Is it not getting cooler in your home? The final check you can perform yourself is by checking to see if there is a similar malfunction at your neighbors. This would indicate a collective failure. This information is important in resolving the outage quickly and effectively.
Do the neighbors have cooling?
Then there is no collective failure. In that case, Vaanster cannot resolve the malfunction. In that case, engage your own installation company. The VVE may be able to help. If it is a rented house, you can report the malfunction to the rental company.
Report the malfunction to Vaanster
Report the malfunction to Vaanster via telephone number: 0900 - 822 678 37.
This phone number can be reached 24 hours a day, 7 days a week.
It is possible that you cannot reach the 0900 number with your telephone number. In that case, call phone number: 030 - 225 56 40.
You will be asked by phone to make the above checks, so reporting a malfunction will be extra quick if you indicate that you have already done so.
Vaanster will arrange for a technician to come by to find out the cause of the malfunction and fix it.