There is a failure in the heat supply. This is annoying and 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 supply boundary 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 postal code you have 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 installer. Vaanster is an energy supplier, we cannot provide that service.
Vaanster cannot solve a heat failure if it is not a collective failure. This is outside of our services. Vaanster is a collective energy supplier and not an installation company.
Next, you can check which situation applies:
Fault in entire property or in part of the property
It is important to determine whether the heat supply is interrupted in all rooms of the house or only in part of the house. If the failure occurs in part of the house, heat is being supplied 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 component of the floor distributor. If you own the home; consult the installation company you have a contract with. If you rent the house; call your landlord.
Is the entire house not heated?
First check that the thermostat is set properly. To check that, you can temporarily set the desired temperature higher on the thermostat. 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 warmer in your home? The final check you can perform yourself is by checking if there is a similar malfunction at your neighbors. This would indicate a collective failure. This information is important in resolving the fault quickly and effectively.
Always report the malfunction to Vaanster if there is a collective failure or if there is no hot water at all taps (even if the neighbors have hot water).
Then report the failure to Vaanster via telephone number: 0900 - 822 678 37. Indicate that the neighbors are experiencing the same malfunction so that we can quickly call in the appropriate service party. In case of a collective heat failure, no one will come directly to your home. In case of a private hot water failure, someone will come directly to your home.
This phone number is available 24 hours a day, 7 days a week.
It is possible that your telephone number does not allow you to reach a 0900 number. In that case, call phone number: 030 - 225 56 40.
You will be asked by phone to perform 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.
Do the neighbors have heating?
Then there is no collective failure. In that case, Vaanster cannot repair the failure. In that case, call in an installation company. The VVE may be able to help. If it is a rented house, you can report the malfunction to the rental company.
Vaanster cannot resolve a heat malfunction for you if you are the only resident affected. This falls outside our service. Vaanster is a collective energy supplier and not an installation company.