There is a malfunction in the heat supply. This is inconvenient, and you naturally want it resolved as soon as possible.
Firstly, the cause of the malfunction must be determined to ascertain who can resolve it. The ownership boundary indicates who is responsible for the various components. You can find this on the project page where you live.
Go to www.vaanster.nl and enter your postcode and house number. You will then be redirected to the webpage corresponding to the entered postcode. There you will find an image with a boundary line indicating the ownership of the components. All components to the left of the red dashed line belong to Vaanster, while those to the right belong to the building owner. If you own the house, this is you; if you rent it, it's the landlord. This part is called the "internal installation." We always recommend taking out a maintenance contract with an installer for this.
Vaanster cannot resolve a heat malfunction if it is not a collective malfunction. This falls outside of our service. Vaanster is a collective energy supplier, not an installation company.
Next, you can determine which situation applies:
Malfunction in entire house or in part of the house
It is important to establish whether there is a heat supply malfunction in all rooms of the house or only in part. If the malfunction occurs in part of the house, heat is still supplied but not distributed to all rooms. This indicates a malfunction in the internal installation of the house, which could be in the (room) thermostat, regulator, motorized valve, or part of the underfloor distribution unit. If you own the house, consult an installer; if you rent the house, contact your landlord.
Is the entire house not heated?
First, check if the thermostat is correctly set. To do this, temporarily set the desired temperature higher on the thermostat. Ensure that the thermostat is set to demand heat, meaning the desired temperature is higher than the current temperature. This allows you to check if the house becomes warmer after some time.
Also, check if the thermostat batteries need replacing. The thermostat indicates when the batteries need to be replaced.
Similar malfunction at your neighbors'?
If your house does not warm up, the last check you can perform is to see if your neighbors are experiencing a similar malfunction. This would indicate a collective malfunction. This information is important for quickly and effectively resolving the malfunction.
Always report the malfunction to Vaanster if there is a collective malfunction or if there is no hot water at all taps (even if the neighbors have hot water).
Then report the malfunction to Vaanster by calling: 0900 - 822 678 37. Mention that your neighbors are experiencing a similar malfunction so that we can quickly involve the right service provider. No one will come to your home in the event of a collective heat malfunction, but someone will if it is a private hot water malfunction.
This number is available 24 hours a day, 7 days a week. If you cannot reach a 0900 number with your phone number, call: 030 - 225 56 40.
You will be asked to perform the above checks over the phone, so reporting a malfunction will be faster if you indicate that you have already done this. Vaanster will arrange for a technician to come and determine and rectify the cause of the malfunction.
Do your neighbors have heat?
Then there is no collective malfunction. In that case, Vaanster cannot resolve the malfunction. In this case, contact an installer. The HOA may be able to assist with this. If it is a rental property, report the malfunction to the rental company.
Vaanster cannot resolve a heat malfunction if you are the only one experiencing it. This falls outside of our service. Vaanster is a collective energy supplier, not an installation company.