Bow River Village

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Background

The performance of the heat networks at Bow River Village has not been good enough. We sincerely apologise to residents who experienced inconvenience and discomfort as a result. Our team is actively working to resolve the issues to ensure a reliable and efficient heating service for everyone.

A detailed plan of work to improve the heat networks has been submitted to the Building Control authority. Following their request for an extension to the statutory response date, we now expect final feedback early in 2025. Installation work will restart once Building Control has approved the plans.

Heat Network experience survey

Background

The performance of the heat networks at Bow River Village has not been good enough. We sincerely apologise to residents who experienced inconvenience and discomfort as a result. Our team is actively working to resolve the issues to ensure a reliable and efficient heating service for everyone.

A detailed plan of work to improve the heat networks has been submitted to the Building Control authority. Following their request for an extension to the statutory response date, we now expect final feedback early in 2025. Installation work will restart once Building Control has approved the plans.

Heat Network experience survey

We are conducting a Heat Network experience survey to gain valuable feedback from residents. The survey will ask how residents were affected by the poor performance of the heating and hot water systems in their homes. It also includes questions about the pre-payment billing service.

We understand households may have been impacted in different ways and for different lengths of time. We feel this survey is the fairest and simplest way of determining how individual households have been impacted.

There are a range of questions for your household to complete. The questions aim to assess a variety of heat network performance and resident satisfaction measures. It will be available for you to complete from Monday 27 January until 5pm on Monday 10 February. Please note, the survey has now been extended to 5pm Monday 3 March, to allow time for more residents to respond.

The survey is based on recent work by the Government's Department for Energy, Security and Net Zero and their Heat Network, Consumer and Operator survey and the Housing Ombudsman Service (see mini dictionary on the right hand side or below if using a hand held device).

How to complete the survey

  1. Scroll down to the bottom of the page to the Survey tab.
  2. Take a moment to read the introduction to the Heat Network experience survey and to gather any information you may need.
  3. When you are ready to complete the survey, click on the TAKE SURVEY button.

What we will do with the information/what next?

The survey will enable us to compare the results against the standards of consumer protection bodies within the heat network industry.

We may contact individual residents for supporting information if necessary.

Once remedial works are completed and have been in place for a reasonable period of time, we may conduct the survey again. This will enable us to compare results from before and after the work.

How to use the webpage

The following features can be found to the right of your screen (or by scrolling down if using a hand-held device).

  • Who's listening - contact details for members of the project team
  • Lifecycle - A timeline tracking progress towards occupation.
  • FAQs - We will add Frequently Asked Questions if necessary
  • Mini dictionary - An explanation for less commonly used word, phrases or organisations
Are you unsure how to answer any of the survey questions? Ask us using the Questions tab (next to the Survey tab below).

Languages

The webpage can be translated into dozens of different languages. If you or a family member would find it helpful, click on Select Language to the top left of your screen (the globe icon).

  • Heat Network experience survey

    This survey will help us understand how issues with the Heat Network at Bow River Village may have impacted you and your household. 

    The survey should take around 20 minutes to complete. It may help speed things up if you have the following information to hand before you begin:

    1. Details of health conditions or disabilities of household members that may have been impacted by loss of heating or hot water (not essential)
    2. Notes you may have kept about heating, hot water or billing issues
    3. Emails, letters or notes of phone calls you may have made about the heating, hot water or billing
    4. Details of any complaints you may have made about your heating, hot water or billing
    5. Any records of energy use covering any period where you have experienced problems with your heating, hot water or billing.

    The survey will be available for you to complete from Monday 27 January until 5pm on Monday 10 February. Please note, the survey has now been extended to 5pm Monday 3 March, to allow time for more residents to respond. 

    Your privacy matters to us.

    At Southern Housing we care about your privacy and keeping you informed about how your data is used. We will use the responses provided on this survey to understand how issues with the Heat Network at Bow River Village have impacted you and your household, operating in our legitimate interests. The data will be held in the surveying software EHQ, and will be kept for the length of the project.

    For further information on how we process your data please visit our website at Privacy (southernhousing.org.uk)

    Take Survey
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Page last updated: 17 Feb 2025, 03:59 PM