When the heat pump is set to automatic heating and cooling mode, it automatically switches between heating and cooling in the home. This switch occurs when the outside temperature is an average of 19 degrees Celsius, measured over 24 hours, and there has been no heat demand indoors. It’s important to have the heat pump set to cooling mode, not only for comfort in the home, but also because a central source can use the heat from the home to heat up for the winter, effectively regenerating the source. Even if the heat pump is actively set to cooling mode, cooling will only activate when the temperature requirement of 19 degrees Celsius for 24 hours has been met.

The heat pump automatically switches between heating and cooling. If the thermostat displays a *, the unit is actually cooling. If a flame appears in the display, the system is in heating mode.

Good to know:

The heat pump’s cooling system is not comparable to air conditioning. The cooling system can lower the temperature by several degrees compared to the outside temperature. This is achieved by cooling the floor.
Homes with a heat pump are usually well insulated. It’s important to keep heat out of the home. Consider, for example, using sunshades and keeping doors and windows closed on very hot days to keep the heat outside. A well-insulated home cools down more slowly.

Emergency mode means the heat pump is running in a reduced and safe mode. This means the system is operating at a reduced capacity. Heating hot water will therefore take longer than usual—this can take up to 5 hours. Please also note that using hot water during the heating process can delay it by about an additional hour. If you currently have no hot water, please wait patiently for a few hours until the system has sufficiently heated the water again.

When is emergency mode activated?
The system switches to emergency mode when a fault or error message is detected that would normally result in a shutdown. Instead, the system switches to minimal operation, so that basic heating and/or hot water can still be provided. We can also activate emergency mode when maintenance is required on the (central) system. We always notify you of such work in advance. Emergency mode is not a desirable situation. This is because it consumes more electricity, and therefore often indicates a malfunction that needs to be resolved.

Compensation for prolonged emergency operation
If your system is in emergency operation for more than 8 consecutive hours due to Four Energy, you are eligible for appropriate compensation for the additional electricity consumption. We will assess the cause and duration of the problem on a case-by-case basis and determine the compensation amount accordingly.

On the residents’ page, you’ll find more information about the home’s energy system. Click this link and search for the town/city to find your residents’ page. You’ll also find our contact information and rate sheets there if Four Energy also supplies heating to your address.

Wij incasseren de vergoeding voor de huur van je energiesysteem op de eerste werkdag van de maand. Een aantal dagen voor de incassering ontvang je een factuur per mail ter kennisgeving. Deze factuur vind je ook in het bewonersportaal.

Als je een SEPA-machtiging hebt afgegeven aan Four Energy en het lukt niet om de vergoeding te incasseren dan proberen wij het de komende vier dagen opnieuw te incasseren. Als het bij de laatste poging nog niet lukt, dan stoppen wij met de incassering van die maand en ontvang je van ons een bericht dat wij het bedrag niet hebben kunnen incasseren. In dat bericht verzoeken wij je het bedrag dan handmatig naar ons over te maken. Je SEPA-machtiging blijft wel gewoon van kracht, dus voor de volgende maand pakken wij het incasseren weer op.

Je ontvangt dan van ons een factuur met het verzoek om de vergoeding naar ons over te maken.

Je ontvangt van ons een aantal herinneringen om de factuur te betalen. De betalingstermijn staat vermeld op de factuur. Zorg dat je voor deze datum betaalt. Lukt dat niet dan nemen we opnieuw contact met je op om eventueel een betalingsregeling af te spreken of er wordt een incassoprocedure gestart.

Mail ons op helpdesk@fourenergy.nl. Wij sturen je dan een nieuw SEPA-machtigingsformulier toe en/of een link om de machtiging digitaal te kunnen afgeven. Deze laatste mogelijkheid hopen wij vanaf april 2025 te kunnen aanbieden.

Helaas is dat nog niet mogelijk bij ons, maar daar werken wij wel aan. Tot die tijd kan je dit formulier printen en ingevuld en ondertekend terugsturen. Dat kan gratis. En heb je geen printer? Neem dan contact met ons op, dan sturen we je een formulier toe.

When you have bought off your energy installation, the system is maintained by Four Energy for 5 years from the moment of delivery. The costs for this maintenance are included in the costs for the energy installation.

Homeowners have the option to buy out the heat pump for up to three months after the completion of their home. After this period, it is no longer possible to buy out the heat pump. When you buy out the system, it will be maintained by Four Energy for 5 years from the moment of delivery. The costs for this maintenance are included in the costs of the energy installation. The costs for canceling the building rights at the notary are not included. You must find a notary for this yourself. After the five-year maintenance period, the operating agreement ends.

A heating network consists of multiple homes or businesses connected to a local heat source. This heat is distributed to the connected homes or businesses via underground pipes, and the cooled water is returned to the heat source. This eliminates the need for a natural gas connection for heating and hot water. Local heating networks contribute to lower gas consumption and are sustainable.

With this heating system, a single system heats multiple apartments. The heat source for the heating system can be, for example, residual heat from industrial processes, or from the combustion of natural gas. Therefore, various heat sources are possible.

There are many different heat sources. Think of geothermal energy, but also residual heat from industrial processes, for example. At Four Energy, you know exactly where your heat comes from thanks to the heat labels we publish on our website. Check it out on this page.

Every heat supplier is required to communicate transparently about the source of the supplied heat. This is done with so-called heat labels, which specify exactly where the heat originates and how much CO2 is released during its production. Four Energy publishes the heat labels annually on the residents’ page.

Once you’re connected to the heating network, you can’t simply switch to another supplier. If you no longer want to receive heat from us, you must obtain permission from the relevant property owner. The homeowner is responsible for the disconnection costs.

Four Energy has a network of dedicated and specialized partners who handle the maintenance of your home installation. You can find the correct contact information on the residents’ page, or click directly on “help.”

The vast majority of our systems include a heat meter in the delivery unit. You can read the meter readings on this meter if you’d like (for your own use). Each meter automatically sends the meter readings to us, so you don’t have to do anything yourself. If we receive an error message (or no meter reading), we’ll contact you to replace the meter.

You can find the correct contact details on the residents’ page or click directly on ‘help’.

As of January 1, 2024, there will be no price cap for energy. You’ll therefore pay the rate stated in your energy contract.

Heating rates depend largely on the heat source used, and the costs incurred for the heating network. Four Energy therefore applies a separate rate for each heating network that takes this into account. You can find the rates on the residents’ page.

Four Energy has clearly summarized the connection and supply terms and conditions for both small and large consumers. The terms, conditions, and regulations were amended on November 15, 2022, and can be found here.

The Heat Act protects heat consumers and sets rules for rates and compensation in the event of outages. Compensation under the Heat Act applies when there is an agreement between a heat supplier and a small-scale consumer (such as a tenant or homeowners’ association) for the supply of heat via a collective heating network or a district heating system.

In the event of a serious malfunction in Four Energy’s heat supply lasting 8 hours or more, you may be entitled to a legally mandated standard compensation payment. The compensation amount is €35 for an outage of 8 to 12 hours. For each subsequent consecutive period of 4 hours, you will receive €20.
This compensation is intended to compensate for the inconvenience. If you are entitled to compensation, you will be notified automatically. You do not need to do anything.

When is compensation not paid?

• If the outage lasts less than 24 hours and there has been no outage in the preceding 12 months.
• If the outage is in your own domestic heating system. A domestic heating system includes the components that emit heat into your home. Consider, for example, pipes, radiators, underfloor heating, etc.
• If the interruption of the heat supply has been announced in advance due to maintenance of the heating network.
• In the event of force majeure, such as natural disasters, sabotage, or the fault of another party.

Detailed information about the Heat Act can be found on the website of the ACM.

The compensation under the Heat Act does not apply in situations where there is no supply agreement as stipulated by law. This applies, for example, too:

• Rental of a WKO (Heat-Cold Storage) system: When Four Energy rents you a WKO system and/or solar power system, this is considered a rental arrangement and not a supply of heat under the Heat Act. Therefore, the protection measures and compensation under the Heat Act do not apply.
• Individual systems: If residents or businesses own a system that generates heat, such as an individual heat pump or central heating boiler, this is not covered by the Heat Act.
• Internal supply within a lease: If the costs for heat are included in the rent and the landlord does not offer a separate heat agreement, the Heat Act does not apply.

Your connection type is stated in our agreement. You can also always ask us.