Frequently Asked Questions

I become a customer at Vaanster

What does energy efficient mean for my costs?

You're probably wondering this because you're moving into an energy-efficient home. Often the terms gasless or zero on meter are also mentioned.  These terms sometimes cause confusion about costs. So what does it mean?

How do I become a Vaanster customer?

First of all, congratulations on your new home and welcome to Vaanster!

Vaanster ensures that hot water flows from your tap and that you can heat your home in winter and cool it in summer. Vaanster does not supply cold water and electricity, so for that you will have to look for another supplier. 

What is a supply agreement?

After your registration with Vaanster, you will receive the supply agreement from us by email. It contains all the rights and obligations we have towards each other. You will find information about the supply of heat and cold, the rates and the payments. So we have everything neatly written down what we are going to do for you and what you can expect.

Change data

How can I report my relocation?

If you are moving out, you can easily inform Vaanster through the website. We do ask you to give us the meter readings from the date you turn in the home key, even if you have a smart meter.

How can I change my personal data such as my e-mail address?

On the personal account you can easily arrange everything yourself and change personal data such as your mail address. 

Click here to go to your personal account. Click on create account when you visit the page for the first time.

Can I adjust my advance payment amount myself?

Yes, you can. In your personal account under the heading "my invoices" you can adjust your advance amount. This is within a certain margin, 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 adjust the data. Click on create account the first time you visit the page.

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 from project to project and is indicated by an ownership boundary. You can look this up by typing in the zip code on the home page.

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. 

Which energy meter is in my home?

The answer to this question depends on the energy meter in your home.

Rate, invoice and annual statement

What is my current tariff?

If you log in to "my account" through the vaanster site you will find an overview of the variable tariff and fixed tariffs under the heading ‘My tariffs’.  

Link to my personal account.

Can I adjust my advance payment amount myself?

Yes, you can. In your personal account under the heading "my invoices" you can adjust your advance amount. This is within a certain margin, 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 adjust the data. Click on create account the first time you visit the page.

What will be on my annual statement?

Twelve months after sending the first advance bill, the annual statement is prepared. Once we have collected all the meter readings, the system can start making the calculation. With the annual statement, the actual consumption is calculated based on the initial and final readings. The fixed costs are also calculated. The fixed and variable costs are added together and that is the amount you have incurred in total costs that year.

Malfunctions and maintenance

Malfunction in heat delivery

There is a failure in the heat supply. This is annoying and you want it solved as quickly 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.

Tips

Thermostat

With almost all thermostats it is possible to set a program. This has the advantage that after setting a program, the temperature is automatically controlled by the thermostat. With a (floor) heater that works with low temperature heat, the advice is to keep the temperature as constant as possible. A low temperature heater needs time and a lot of energy to reach the desired temperature. By using a program on the thermostat, the interim change of temperature is reduced.

Cold days

On cold days, you may want some extra heat. We collected some tips for using heat effectively and sustainably. 

Cooling

On hot days you can use free cooling. This consumption is not metered. We collected some tips, so you can optimize the use of cooling.