Frequently Asked Questions

Annual statement

How do I create a ‘My Vaanster’ account?

In 'My Vaanster,' you can easily find your information, such as your usage and invoices. You can also easily adjust your advance payment here. Very convenient! To create your account, you'll need your customer number (found on every invoice) and your postcode (as also stated on the invoice). Click here to create your account. Need help? Send an email to

Why is there no monthly amount on my annual statement?

At Vaanster, you always pay one month in advance. For example, in January, you pay for February, in February, you pay for March, and so forth.

Does this annual statement include my new advance payment amount for the next period?

Unlike before, we are now sending you an annual statement without a new advance payment amount for 2024.

More information about the price ceiling

Why is there a higher amount stated in the VAT calculation on the advance invoice than I pay?

First, we calculate your advance payment based on the actual rate of 2023. We use an average consumption in Gigajoules for this calculation. VAT is then calculated on this amount, which is the VAT amount you see on the advance invoice. VAT is calculated on the entire amount without a price cap, as regulated by the Government.

Then, we reduce the advance payment amount by the discount from the price cap. The price cap is exempt from VAT. This lower amount is what you see as the amount to be paid on the invoice.

I become a customer at Vaanster

What does energy efficiency mean for my expenses?

You're probably wondering this because you're about to move into an energy-efficient home. Terms like gas-free or zero on the meter are often mentioned as well. These terms can sometimes be confusing regarding costs. What do they actually mean?

How do I become a customer at Vaanster?

You can easily sign up with Vaanster by clicking the button below. Make sure you have the following information ready:

What is a supply agreement?

After you sign up with Vaanster, you will receive the supply agreement from us via email. This document outlines all the rights and obligations we have towards each other. It provides information about the supply of heat and cooling, the rates, and the payments. This way, everything we will do for you and what you can expect is neatly documented.

Change data

How can I inform you about my relocation?

If you are moving, you can easily inform Vaanster about it through the website. We do ask you to provide us with the meter readings from the date you hand over the keys to your home, even if you have a smart meter. We understand it's a busy time, so you can also do this a few days later. There is no notice period, so you can provide a date in the past. After informing us of your move, you will receive the final bill within six weeks. If you are unable to provide a meter reading, please note that it may take a little longer.

How can I update my personal information such as my email address?

On the personal 'My Vaanster' account, you can easily manage various tasks yourself and update personal information such as your email address. Click on "create account" if you are visiting the page for the first time.

Can I adjust my advance payment amount myself?

Yes, you can. In your personal account, you can adjust your advance payment amount under the section "my invoices." However, this adjustment is within a certain range because the advance payment amount must be sufficient to cover the fixed costs.

Click here to go to your personal account and log in to update the details. Click on "create account" if you are visiting the page for the first time.

About the energy system

How does an EQw system work?

Learn more on our EQw page.

How does an WKO system work?

Learn more on our WKO page.

What is an IWP system?

IWP stands for individual heat pump. With an IWP energy system, each home has its own heat pump. A water-water heat pump extracts energy from the ground and is pumped through the heat pump to your home. The underfloor heating and cooling system heats and cools your home.

Read more about the IWP energy system here.

What’s in my home?

Who is responsible for the system in my home?

The answer to this question varies depending on the project and is indicated by means of a property boundary. You can look this up by entering the postcode on the homepage. Go to and enter the postcode and house number at the top. You will then be redirected to the webpage corresponding to the entered postcode. There, you will find an image depicting the property boundary of all equipment in the home.

Which thermostat is in my home?

Vaanster is an energy supplier and therefore the thermostat does not belong to Vaanster. The thermostat belongs to the homeowner. In the case of an owner-occupied home, it is you yourself and if in a rented home it is the landlord. 

How do I read my energy meter?

There are different types of energy meters. Commonly used brands of energy meters include Kamstrup and Ista. The energy meter is often located in the meter cupboard or technical room of your home.

Rate, invoice and annual statement

What’s on my annual statement?

In February 2024, you will receive the annual statement for 2023. This statement is divided into fixed and variable costs. The final costs are determined based on your actual energy consumption, which we have determined by taking meter readings.

My annual statement does not seem to be correct.

If you suspect that your annual statement is incorrect, you can contact Vaanster.

When will I receive my annual statement?


You will receive the annual statement for 2023 by email in February 2024.

Malfunctions and maintenance

Malfunction in heat supply

There is a malfunction in the heat supply. This is inconvenient, and you naturally want it resolved as soon as possible.

Disturbance in delivery of cold

You suspect a fault in the supply of cold. That is annoying and, of course, you want it resolved as quickly as possible.

Malfunction in the hot water supply

It is annoying when hot water does not come out of the tap. It is important to determine:

  • Whether there is reduced hot water or no hot water at all.
  • Whether there is no hot water coming from any faucet (also called tapping point) in the house or whether there is a single faucet from which there is no hot water.



With almost all thermostats, it is possible to set a program. This has the advantage that the temperature is automatically controlled by the thermostat after setting a program.

For (underfloor) heating systems that operate with low-temperature heat, it is advisable to keep the temperature as constant as possible. A low-temperature heating system requires time and a lot of energy to reach the desired temperature. By using a program on the thermostat, the interim adjustment of the temperature is limited.

Cold days

On cold days, you may have an extra need for warmth. We have gathered some tips for effectively and sustainably utilizing heat.


On hot days, you can utilize free cooling, which is not metered. We've gathered some tips to help you optimize the use of cooling.