• Sustainable renewable energy
  • Residents are protected by the Heat Act
  • More than 200 projects in operation and management

Frequently Asked Questions

  1. I become a customer at Vaanster
    • How do I become a customer with Vaanster?
    • What is a supply agreement?
    • What is a personal page?
    • How do I get water and electricity?
    • Where can I watch the Residents Presentation?
    • What is the best floor finish for underfloor heating?
    • When will I receive my first advance invoice?
  2. Change data
    • How can I pass on my relocation?
    • How can I change my name and address details?
    • How do I change my advance amount?
    • How can I change my account number or payment settings?
    • How can I pass on my meter reading?
    • I forgot my password for my page.
  3. About the energy system
    • How does an EQw system work?
    • How does an WKO system work?
    • What is an IWP system?
    • What is an LWP system?
    • What is a delivery system?
    • What is a TE-booster?
    • What is a delivery system?
    • What is an indoor installation?
  4. What’s in my home?
    • Who is responsible for the system in my home?
    • What thermostat is in my home?
    • What energy meter is in my home?
    • How do I apply for an energy label?
  5. Rate, invoice and annual statement
    • What is my current tariff?
    • How do I change my advance amount?
    • What is on my annual statement?
    • My annual statement is not correct
    • When will I receive my annual statement?
    • My monthly bill is not correct
    • How can I agree on a payment schedule?
    • My payment via monthly direct debit was unsuccessful.
    • What happens if I do not pay my invoice?
  6. Malfunctions and maintenance
    • Malfunction in the supply of heat
    • Malfunction in the supply of cooling
    • Malfunction in the hot water supply
    • How can I report a malfunction?
    • I have a problem with my electric radiator
    • I have a problem with my floor heating.
    • I have a problem with my thermostat.
    • I have a problem with my ventilation. What should I do?
    • My heat unit is leaking. What should I do?
    • When does maintenance take place?
  7. Tips
    • Thermostat
    • Cold days
    • Cooling
    • Using underfloor heating

Hoe werkt de TE-booster?

De TE booster is een combinatie van een kleine boiler met een verwarmingselement.
De TE-booster wordt i.c.m. de afleverset in de woning geinstalleerd. De TE-booster zorgt voor naverwarming van het warm tapwater. Deze TE-booster heeft een inhoud van 15 liter met een temperatuur van 75 graden waarmee warm tapwater kan worden geleverd in drie fases (20 liter van 60 graden aflopend naar 57 graden, 20 liter van 57 aflopend naar 55 graden en vervolgens continu 50 graden). De warmte voor de badkamer en keuken wordt door twee warmtebronnen gevoed, namelijk door de centrale buffervaten en door de TE-booster. Als het water uit de boiler van de TE-booster op is, schakelt deze automatisch over naar de centrale boiler. Een bewoner zal dus nooit last ervaren als de 15 liter van de TE-booster op is, dan wordt er altijd nog warm tapwater van 50 graden vanuit de centrale geleverd. Van deze wissel merkt de bewoner niets.
De afleverset met TE-booster is legionellavrij.

 

Werkt EQw ook als er geen WTW in de ventilatie wordt toegepast?

Ja, EQw kan ook i.c.m. systeem C

Is er een trafo nodig voor de E-aansluiting van de EQw centrale?

Dit hangt af van de grootte van het gebouw. Verwijzing naar uitgangspunten kostenraming.

Kan er gelijktijdig gekoeld en verwarmd worden?

Ja, binnen het gebouw kan er gelijktijdig door individuele appartementen gekoeld en verwarmd worden. 
Let op: het gelijktijdig verwarmen en koelen geldt niet binnen een individueel appartement.

Zijn er geluidswerende maatregelen nodig voor de centrale techniek ruimte?

Ja, als deze onder de woning zit zijn er voorzieningen nodig. Neem hiervoor contact met ons op.

Wat betalen bewoners binnen de Warmtewet voor warmte en koude?

Zie document Vaanster

Hebben bewoners altijd voldoende warm tapwater tot hun beschikking?

Ja, er is altijd voldoende water beschikbaar volgens de geldende normen.

Wat is het geluidsniveau in de woning?

De TE booster heeft geen geluidsproductie.

Hoe wordt de temperatuur geregeld in het appartement?

Ieder kamer in het appartement krijgt een eigen ruimtethermostaat waarmee de temperatuur kan worden geregeld.
De thermostaatkeuze in de woning is vrij. Er kan gekozen worden voor zoneregeling d.m.v. een master/master- of master/slave systeem. De enige voorwaarde is dat de thermostaat automatisch schakelt van verwarming- naar koelbedrijf.   

Welke voorzorgmaatregelen worden er getroffen m.b.t. vreemde spanning?

De E-aansluiting van de TE booster wordt voorzien van een label waarop staat aangegeven dat het een vreemde spanning.

Wat voor E-aansluiting is er nodig in het appartement?

Dit is standaard 3x25 ampère

Hoeveel ruimte neemt de installatie in de woning in beslag?

Verwijzing naar andere pagina op de website.

Hoeveel ruimte neemt de techniek ruimte in beslag?

Verwijzing naar document/pagina op website

Hoe groot moet de schacht zijn?

Verwijzing naar andere locatie op de site

Wat zijn de leidingdiameters?

Verwijzing naar andere locatie op de site

Wat zijn de temperaturen van het traject?

De 4-pijps distributie omvat een aanvoer- en retourleiding voor verwarming en warm tapwater van 50/30 graden en 2 aanvoer- en retourleidingen voor koeling van 17/21 graden.

Wat houdt de 4 pijps distributie in?

De 4-pijps distributie omvat een aanvoer- en retourleiding voor verwarming en warm tapwater van 50/30 graden en 2 aanvoer- en retourleidingen voor koeling van 17/21 graden.

Wie bepaalt of er geluidswerende maatregelen nodig zijn op het dak?

Dit wordt bepaald door de geluidsadviseur van het project.

Wat doet Vaanster en/of Visietech aan engineering?

De opwekkingsinstallatie wordt door Visietech geëngineerd.

Wie tekent het leidingwerk in?

De adviseur of installateur tekent het leidingwerk in.

Zijn er demarcatietekeningen beschikbaar?

De demarcatietekeningen zijn te downloaden op deze website, kijk bij 'Specificaties'. 

Wat is de taak van een adviseur?

De adviseur van het project tekent en berekent de installatie vanaf de opwekking. Hiervoor zijn bestekken en voorbeeldtekeningen beschikbaar. Neem hiervoor contact op met sales@vaanster.nl

Wie maakt de opwekkinginstallatie?

De opwekkingsinstallatie wordt geprefabriceerd en geïnstalleerd door EQw dealers.

Waar vind ik een principeschema van EQw?

Het principeschema kunt u aanvragen per mail. Stuur een mail naar sales@vaanster.nl en u ontvangt z.s.m. het principeschema. 

Kan EQw in de BENG worden ingevoerd?

Verwijzing naar pagina op site

Zijn er al EQw projecten opgeleverd?

Ja, het eerste project is in 2021 opgeleverd. Het is mogelijk om een kijkje te nemen bij dit project. Neemt u hiervoor contact met ons op.

Hoe wordt de woning ingeregeld?

Dit gebeurt volledig automatisch door de afleverset die op afstand te monitoren is. De afleverset wordt in de fabriek al ingesteld.

Wat is de rol van Visietech?

Visietech begeleidt en adviseert de adviseur, installateur en projectontwikkelaar die bij een project betrokken zijn.

Is het systeem redundant?

Als er één drycooler uitvalt, kan de andere drycooler het voor 100% opvangen. Daarnaast zijn er elektrische elementen aangebracht in de boilers, mocht er een warmtepomp uitvallen kan dit opgevangen worden door deze elementen.

Hoe zit het met gelijktijdigheid?

Voor de gelijktijdigheid van het warmtaptapwater worden de ISSO rekenregels toegepast.

Kunnen de drycoolers ook weg gewerkt worden in dak?

Ja, hier zijn maatwerkmogelijkheden voor. 

Wat is de afmeting van een drycooler?

De afmetingen van de drycoolers variëren afhankelijk van de grootte van de opwekkingsinstallatie.

 

In onderstaande tabel zijn de afmetingen en aantallen drycoolers per opwekkingsinstallatie te zien. (tabel uit kostenraming)

TABEL TOEVOEGEN

Drukscheiding (vraag formuleren)

Bij gebouwen hoger dan 40 meter wordt er een extra warmtewisselaar toegepast.

Hoeveel PV is er nodig i.c.m. het EQw energieconcept?

Afhankelijk van het gebouw, aantal appartementen en de grootte van de appartementen wordt dit bepaald. 

Hoeveel geluid produceert het EQw systeem?

Als basis voldoen we aan de nieuwe regelgeving. Hierbij is het aantal dBa’s kleiner dan 40 op de erfgrens, we kunnen ook voldoen aan strengere eisen maar dat vereist maatwerk. Neemt voor meer informatie contact met ons op.

Welke vermogens worden aangeboden?

EQw heeft opwekkingsinstallaties vanaf 120 kW oplopend met 60 kW.

Waarom worden er 2 drycoolers toegepast?

Het kan voorkomen dat één drycooler in de ontdooicyclus zit, op dat moment schakelt het systeem over naar de tweede dycooler om altijd 100% vermogen te creëren.

Hoe kan de water-water warmtepomp ook lucht als energiebron gebruiken?

Dit komt door de speciale techniek in de warmtepomp waardoor het mogelijk wordt om elke bron toe te passen op de warmtepomp. Deze warmtepomp is in de basis een water-water warmtepomp, maar kan dus ook lucht als bron gebruiken.

Hoe werkt een drycooler?

Een drycooler, ook wel droge koeler genoemd, bevat een warmtewisselaar, koelribben en een ventilator. De koelribben worden warm doordat een warmte stroom door de warmtewisselaar stroomt. De warme stroom koelt af doordat een ventilator lucht langs de koelribben blaast waardoor warmte opgenomen en afgevoerd wordt.

Waarom heeft de omvang van een project invloed op exploitatie/koop?

Waarom exploiteren jullie vanaf 60 appartementen en 6.000 m2 zorg- en studentenhuisvesting?
Antwoord Vaanster

Valt het EQw energieconcept binnen de warmtewet?

Alle concepten vallen binnen de warmtewet behalve EQw 2.0 en utiliteit. 

Wilt u hier meer over weten? Neemt u dan contact met ons op.

Wanneer wordt er gekeken naar een hybride variant?

Bij projecten groter dan 150 appartementen of > 15.000 m² wordt er onderzocht of EQw 5.0 (hybride variant) de meest passende optie is.

Hoe wordt de energie in de appartementen gemeten?

Voor het EQw 2.2 energieconcept krijgt ieder appartement een eigen energiemeter, daarnaast is er een aparte energiemeter voor de centrale.

Richten jullie je ook op grondgebonden woningen?

Nee, deze bieden wij niet aan met het EQw concept.

How can I pass on my relocation?

If you are moving and leaving a house that has a Vaanster energy system, you can deregister as a customer with Vaanster.
In connection with meter readings that you need to pass on, you can cancel up to 5 days before the key transfer date. There is no notice period.

 

To pass on a change of address you will need the following information:

  1. Date of key transfer
  2. Final meter readings
  3. Customer number
  4. Connection address
  5. Correspondence address

Malfunction in the supply of heat

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

First of all, the cause of the failure must be determined, so that it becomes clear who can solve the problem. The property boundary indicates who is responsible for what. You can find this on the page of the project where you live. Go to www.vaanster.nl and enter your zip code and house number. You will then be forwarded to the web page corresponding to the zip code entered. There you will find the property boundary of the project in question.

Malfunction in the whole house or part of the house

It is important to determine whether there is a failure in the heat supply in all rooms of your home or if the failure occurs in a part of your home.

If the failure occurs in a part of your home, heat is being delivered to your home but not to all the rooms. This indicates a failure in the installation in your home, for example in your (room) thermostat, in the controller, in a valve with motor, or a part of your floor distributor. Check the ownership of these parts. Is the owner of the home responsible for them? If so, the property owner can determine who will be called in to fix the malfunction.

Do you suspect a fault in all rooms of your home?

Then you can first check whether your thermostat is set correctly. You can temporarily set the desired temperature higher on the thermostat. Make sure that your thermostat is set to higher you wish to achieve. This means that the desired temperature is higher than the current temperature. This will allow you to check after some time if it is getting warmer in your home.

You can also check to see if the thermostat batteries need replacing. The thermostat will indicate when the batteries need to be replaced.

A similar malfunction at your neighbors?

Is your heating system still not getting warmer? The final check you can make yourself is to see if there is a similar malfunction with your neighbors. This would indicate a collective failure. This information is important for resolving the fault quickly and effectively.

Report the fault to Vaanster

Next, report the failure to Vaanster by calling: 0900 - 822 678 37. This telephone number can be reached 24 hours a day, 7 days a week.
It is possible that you cannot reach a 0900-telephone number with your telephone number. In that case call to phone number: 030 - 225 56 40.
You will be asked by telephone to carry out the above checks, so reporting a malfunction will be extra quick if you indicate that you have already done so. Vaanster will arrange for a technician to visit you to find out the cause of the malfunction and to remedy it.

Storing levering warmte

What is my current tariff?

You can find your current tariff on your page. Click here to log in to your page.

Under the Heating Act (Warmtewet), the maximum tariffs are set annually by the Consumer and Market Authority. Vaanster sets the tariff on this basis.

Who is responsible for the system in my home?

The answer to this question varies by project and is indicated by an ownership boundary. You can see the ownership boundary of the system in your home. Go to www.vaanster.nl and enter your zip code and house number at the top. You will then be redirected to the web page corresponding to the zip code entered. There you will find the property boundary of the project in question.

The property boundary indicates which parts Vaanster operates, maintains, and possibly replaces. The other parts are owned by the homeowner who is therefore also responsible for maintenance and possible replacement. For owner-occupied homes, you are the owner of the home. For rental properties, the landlord is the owner of the property.

There are projects for which Vaanster manages the energy system. The parts outside Vaanster's ownership boundary may have been outsourced by the landlord for monitoring and maintenance. In such a case, the landlord will make known to the residents to whom they can address questions about the components outside Vaanster's ownership boundary.

Leveringsgrens 1 meter

How does an EQw system work?

Learn more on our energy systems page.

How does an WKO system work?

Learn more on our energy systems page.

How can I change my name and address details?

You can change your name and address details yourself. You log in to your personal page and there you can change your data.

Click here to go to your personal page

How do I become a customer with Vaanster?

On this website, you can register as a customer at Vaanster.
When registering, you will be asked to fill in the following information:

  • Name, address, city, date of birth, phone number, e-mail address, account number*.
  • Date key transfer (this date may be in the past).
  • Meter readings on the date of key transfer for heating, cooling, and tap water heating.

Please register as a customer with Vaanster after the key transfer date so that you can immediately fill in the meter readings.
Once the registration is complete, you will receive a supply agreement from Vaanster via e-mail. 

* The account number is important for direct debit payments.

Congratulations on your new home and welcome to Vaanster!

Malfunction in the supply of cooling

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

The first step is to determine the cause of the fault so that it becomes clear who is responsible for resolving it. The property boundary indicates who is responsible for what. You can find this on the page of the project where you live. Go to www.vaanster.nl and enter your zip code and house number. You will then be forwarded to the web page corresponding to the zip code entered. There you will find the property boundary of the project in question.

Malfunction in the whole house or part of the house

It is important to determine whether there is a malfunction in the cold-water supply in all rooms of your home or whether the malfunction is only occurring in part of your home.

If the fault occurs in a part of your home, then cold is being delivered to your home but not to all the rooms. This indicates a failure in the installation in your home, for example in your (room) thermostat, in the controller, in a valve with motor, or a component of your floor distributor. Check the ownership of these parts. Is the owner of the home responsible for them? If so, the property owner can determine who will be called in to fix the malfunction.

Do you suspect a fault in all rooms of your home?

Then you can first check whether your thermostat is set correctly. You can temporarily set the desired temperature lower on the thermostat. Make sure that your thermostat is set to lower temperature than you wish to achieve at home. This means that the desired temperature is lower than the current temperature. This will allow you to check after some time if it is getting cooler in your home.

You can also check to see if the thermostat batteries need replacing. The thermostat will indicate when the batteries need to be replaced.

A similar malfunction at your neighbors?

Is your heating system still not getting cooler? The final check you can make yourself is by checking to see if there is a similar malfunction in your neighbors. This would indicate a collective failure. This information is important for resolving the malfunction quickly and effectively.

Report the fault to Vaanster

Next, report the failure to Vaanster by calling: 0900 - 822 678 37.

This telephone number can be reached 24 hours a day, 7 days a week.

It is possible that you cannot reach a 0900-telephone number with your telephone number. In that case call to phone number: 030 - 225 56 40.

You will be asked by telephone to carry out the above checks, so reporting a malfunction will be extra quick if you indicate that you have already done so.

Vaanster will arrange for a technician to visit you to find out the cause of the malfunction and to remedy it.

Storing levering koude

How do I change my advance amount?

You can adjust your advance amount within a certain margin. You can do this by logging into your personal page.

Your advance amount is determined by various factors including the living space of your home. This is a fixed data. When changing the advance amount, take into account the fixed costs and the consumption of the past period.

You can also send us the request to adjust your advance amount by e-mail: klantenservice@vaanster.nl.
Always mention the address (street, house number, zip code and town) and the amount to which you would like to adjust the advance payment.

What is an IWP system?

IWP stands for the individual heat pump. With an IWP energy system, each home has its heat pump. A water-water heat pump extracts energy from the ground and is pumped to your home by the heat pump. Your home is heated and cooled via the underfloor heating and cooling system.

Read more about the IWP energy system here.

How can I change my account number or payment settings?

You can change your account number or payment settings on your personal page. Click here to go to your personal page.

What is a supply agreement?

A supply agreement sets out the rights and obligations of both Vaanster, supplier of energy, and the resident, buyer of energy. The supply agreement is signed by the supplier and the buyer. Among other things, this agreement contains information about the supply, tariff, and payments.

Malfunction in the hot water supply

It is annoying when there is no hot water coming from the tap. It is important to determine:

  • Whether you have reduced hot water or no hot water at all.
  • Whether there is no hot water coming from any of the taps (also known as the tap point) in your home or whether there is a single tap from which no hot water is coming.

You can check this by checking all the taps.

If at least one tap has hot water or if there is less hot water coming out of the tap, then hot water is being delivered to your home but not to all the taps in the usual way. This indicates a malfunction at one of the taps or in the pipe leading to it. The taps are owned by the owner of the house. The owner can find out the cause of the malfunction or hire a company to do so.

If there is no hot water coming from any of the taps in your home, you can contact Vaanster to report a malfunction. Report your malfunction here.

Storing levering warm water

What is on my annual statement?

Your annual statement will show the total amount that you have already paid to Vaanster in the form of a monthly advance payment, the total costs, and the difference between the two. That difference is the amount you will receive back or will have to pay extra.

Once a year, you will receive an annual statement. After you have lived in your home for a year, you will receive an annual statement.

What is an LWP system?

LWP stands for air-water heat pump and is a variant of the IWP energy system. With an LWP energy system, each home has its heat pump. An air-water heat pump extracts energy from the outside air which is used to heat and cool a house. An air-water heat pump has an outdoor unit which is usually mounted on the roof of a house or apartment complex and an indoor unit. The indoor unit refers to the actual heat pump.

Learn more about the LWP energy system here.

How can I pass on my meter reading?

Most meters are read by Vaanster remotely, then the meter reading is read remotely. There are also times when you, as a resident, are asked to pass on a meter reading. For example, if you move into a home with a Vaanster energy system or if you move out of a home with a Vaanster energy system. You will then be asked for the meter reading on the date of your move and/or the key transfer.

Digital meter reading

If your meter reading is read by Vaanster, then the resident does not have to pass on a meter reading to Vaanster. Vaanster will then publish the meter reading on your personal page. Click here to go to your personal page.
If Vaanster cannot read your energy meter, then an estimate of your meter reading will be made.

Reading your meter manually

If the meter reading is not read digitally, then the meter reading is 'manually recorded'. This means that the meter reading is read from the energy meter and must be passed on to Vaanster via the resident's personal page. Click here to go to your personal page.

Attention! During corona time, no one will visit you to manually read your meter. You must pass on your meter reading yourself via your personal page.

What is a personal page?

A personal page is a page created especially for you, the customer. You are the only one who has access to this page. It contains your details, which are known to Vaanster. You can also change these details yourself. Click here to log in to your personal page.

Om in te loggen op uw persoonlijke pagina heeft u een wachtwoord nodig. Bij het aanmaken van een account ontvangt u dit wachtwoord. 

How can I report a malfunction?

Do you want to report a malfunction urgently? Please contact us by phone at 0900 - 82267837. This phone number is available 24 hours a day, 7 days a week.

All other malfunctions

If you have the impression that your system is not functioning properly, you can contact us via e-mail: klantenservice@vaanster.nl. Please note: e-mail is read and answered on working days during office hours. For emergencies and outside office hours we advise you to contact us by phone.

My annual statement is not correct

If you suspect that your annual statement is not correct, you can contact Vaanster.

You can send an email to klantenservice@vaanster.nl. Include your name and address and a description of the suspected incorrect information on your annual statement. Our customer service will check your annual statement and then contact you.

What is a delivery system?

A delivery system is a part of the energy installation in your home containing at least one heat exchanger. In the delivery system, the energy transfer between the central installation and the installation in your house takes place. Energy delivery systems come in various shapes and sizes. Usually, the delivery system is installed in the meter box or technical room of a house. From the delivery system, there are connections to, for instance, your floor heating or a tap water point for (hot) water.

The delivery system is Vaanster's property and is therefore also maintained by Vaanster.

Here you can see an example of a delivery system:

The image is from Fortes Energy Systems.

Uitleg afleverset

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) heating system that works with low-temperature heat, it is advisable to keep the temperature as constant as possible. A low-temperature heating system needs time and a lot of energy to reach the desired temperature. By using a program on your thermostat, you often limit the interim change of temperature.

Cold days

On cold days you may have an extra need for heat. Tips for effective and sustainable use of heat:

  • Keep windows and doors closed as much as possible. This keeps the heat in your home and/or room that you have heated. If you do want to open windows, choose to do so at a (relatively) warm time of day such as during the day.
  • Make sure that your minimum nighttime reduction is applied. If your home cools down, it takes a lot of energy and time to bring your home back to the desired temperature.
  • If you are going to be away from home for a short period, it is not necessary to allow your home to cool. If you are going to be away for a night or a few nights, it may be more sustainable to keep your home at the right temperature than to allow your home to cool completely.

Cooling

On hot days, you may want to use cooling. Here's how to make the most of cooling:

  • Set your thermostat to the desired indoor temperature: the set temperature should be lower than the current temperature.
  • Keep the sun out of the house by closing blinds, shades, or curtains as much as possible even during the day.
  • Keep windows and doors closed as much as possible. This will keep your home cool and comfortable for longer. If you do want to open windows, choose to do so at a cool time of day such as the early morning or late evening.
  • Don't switch too much between heating and cooling. If you want to use your underfloor heating system after you have used your floor cooling system, the entire floor must be heated. This takes a lot of energy and time before your entire home is at the desired temperature.

When will I receive my annual statement?

After you have lived in your home for a year, you will receive an annual statement.  You will receive an annual statement once a year.

What is a TE-booster?

A TE-booster is a tap water regulator that heats tap water. The warm water that enters your house through the pipes is about 50 degrees Celsius. The TE-booster can further heat this warm water to approximately 75 degrees Celsius. The water is permanently thermally disinfected by the TE-booster.

A TE-booster is used in homes connected to an EQw energy system. The TE-booster is owned and maintained by Vaanster.

Here you see an example of a TE-booster:

The image is from Fortes Energy Systems.

Video afleverset EQW

My monthly bill is not correct

If you suspect that your monthly bill is not correct, you can contact Vaanster.

You can send an e-mail to klantenservice@vaanster.nl. Include your name and address and a description of the suspected incorrect information on your invoice. Our customer service will check the relevant invoice and then contact you.

What is a delivery system?

A delivery system is a system that delivers energy, heat or cold, to your home. Underfloor heating is the most common delivery system in the apartment complexes that Vaanster manages and operates. Another example of a delivery system is an electric radiator.

What is an indoor installation?

An indoor installation is the part of the system that is installed in your home. Part of the indoor installation is owned and maintained by Vaanster, and part of the indoor installation is owned by the owner of the home. In the case of a rental property, the landlord is the owner of the property.

The property boundary indicates who is responsible for what. You can find this on the page of the project where you live.

Go to www.vaanster.nl and enter your zip code and house number. You will then be forwarded to the web page corresponding to the zip code entered. There you will find the property boundary of the project in question.

Using underfloor heating

An underfloor heating system provides an even temperature throughout the home day and night. Underfloor heating heats at a low temperature and comes on more slowly than a traditional radiator. The same applies to cooling via underfloor cooling. For the cooling and heating system to work optimally, Vaanster recommends that the temperature be lowered as a minimum at night or when you leave home for a short time. 

The effect of cooling and heating strongly depends on the floor finish applied. See 'FAQs' > 'I am going to be a customer of Vaanster' > 'What is the best floor finish for underfloor heating?'

The underfloor heating pipeline is right under your floor. Do not drill into your floor. A leak in a pipe means an inevitable repair.

For optimal functioning of the underfloor heating, it is important that there is sufficient floor space. Vaanster recommends keeping at least 40% of the floor area free of furniture.

I have a problem with my electric radiator

A problem with your electric radiator may be resolved by the property owner.

Are you renting a property?

In this case, you can contact the landlord of your house or apartment. The landlord can indicate what you can do and who can help you further.

Are you the owner of the property?

In this case, you can contact a company that can help you solve the problem, such as a service or maintenance company. The electric radiator is your property and you are free to choose which company you call in to solve the problem.

Tip: You may still be able to claim the warranty of your electric radiator.

I have a problem with my floor heating.

It is annoying when your underfloor heating is not working properly.

Do you rent a house?

In this case, you can contact the landlord of your house or apartment. The landlord can tell you what you can do and who can help you further.

Are you the owner of the property?

In this case, you can contact a company that can help you solve the problem, such as a service or maintenance company. The floor heating is your property and you are free to choose which company you call in to solve the problem.

Tip: you may still be able to claim the warranty of your floor heating.

Probleem vloerverwarming

I have a problem with my thermostat.

A problem with your thermostat can be solved by the owner of the property.

Are you renting a property?

In this case, you can contact the landlord of your home or apartment. The landlord can indicate what you can do and who can help you further. In some cases, Vaanster manages the thermostat for the landlord. The landlord will make this known to you as a resident.

Are you the owner of the house?

In this case, you can contact a company yourself that can help you solve the problem, such as a service or maintenance company. The thermostat is your property and you are free to choose which company you call in to solve the problem.

Tip: you may still be able to claim the warranty of your thermostat.

If you have questions about how your thermostat works, you can search the internet for a manual. Many manuals are publicly available.

How can I agree on a payment schedule?

It may be necessary for various reasons to agree on a payment plan with Vaanster. There is that possibility. You can submit a request for this by sending an e-mail to klantenservice@vaanster.nl. Please mention your name and address and the invoice or annual statement you have received.

My payment via monthly direct debit was unsuccessful.

You can check on your page whether the payment method is set to 'pay by direct debit'. If this is not the case, you can change this directly on your page.
Click here to log in to your page. 

Did the monthly direct debit fail for another reason? Please contact Vaanster's customer service to discuss how this can be solved.

What thermostat is in my home?

The type/type of thermostat and number of room thermostats may vary from home to home.

Are you renting a property?

It varies by project whether management of the thermostats is outsourced to Vaanster. In many cases, Vaanster can find out what type of thermostat is in your home. The homeowner - the landlord in this case - is responsible for the thermostat and may therefore have outsourced this management to Vaanster.

Are you the owner of the property?

In this case, you are the owner of the thermostat in your home, as the thermostat lies outside of Vaanster's property boundary. For this reason, Vaanster cannot indicate which thermostat is in your home.

Tip: Are you looking for more information about the thermostat? If so, the thermostat manual offers a solution. Many manuals are publicly available via the Internet.

What energy meter is in my home?

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

Commonly used brands of energy meters are Kamstrup and Ista. In many cases, the energy meter is located in the meter box or technical room of your house.

Are you looking for more information about your energy meter? Then the manual of the energy meter is the answer. Many manuals are publicly available via the internet.

Kamstrup manuals can be found here.

Energiemeter

I forgot my password for my page.

You can request a new password yourself. Click here to request a new password.

How do I get water and electricity?

For the connection of water and electricity, you are free to choose the water and electricity company with which you sign up as a customer. This goes beyond Vaanster, therefore you do not need to arrange this with Vaanster.

Where can I watch the Residents Presentation?

For projects that are newly delivered, Vaanster will set up a resident presentation. Residents will get invited to attend the online presentation in which they can get acquainted with Vaanster and receive an explanation of the energy system in their homes.

If a digital Residents Presentation is available to be watched again, you will find it on the residents' page of the project. This also means that a digital presentation is not (yet) available for every project.

Enter your zip code and house number on www.vaanster.nl and click through to the page of the project concerned. At the bottom of that page you will find videos and, if available, the residents presentation as a video.

What is the best floor finish for underfloor heating?

The effect of underfloor heating and cooling is highly dependent on the floor finish used. To make optimal use of underfloor heating and cooling, there are some requirements for the floor finish in the house. After all, the heat and cold must be given off to the house via the floor finish (carpet, laminate, PVC, etc.). The lower the thermal resistance value of the floor finish used, the better the benefits of the heating and cooling system. The R-value (thermal resistance value) of the floor finish should not exceed 0.1 m2 K/W, this includes any layer in between.

When buying a floor, get advice on this so-called thermal resistance value and a suitable floor finish for low-temperature underfloor heating.

I have a problem with my ventilation. What should I do?

A ventilation problem can be solved by the owner of the property.

It could be that you are the owner of the house. In that case you can hire a company that helps you solve the problem.

If you rent a property, you can contact the landlord. The landlord can help you solve the ventilation problem.

The ventilation system in your house lies outside the property boundary of Vaanster, so you do not have to arrange this with Vaanster.

Ventilatieprobleem

When will I receive my first advance invoice?

You will usually receive your first advance invoice one month after becoming a Vaanster customer. All Vaanster customers pay a monthly advance invoice, as is customary for purchasing energy. You pay an advance invoice for the following month. The first month in your new home, you will receive two advance bills, one for the current month and one for the following month. After that, you will receive a single advance payment invoice, for the following month.

My heat unit is leaking. What should I do?

If water is leaking from the water supply system, you can immediately shut off the supply of water to the water supply system. You do this by closing the valves.
Below is an illustration of the valves:

Then report the leakage (by telephone) to Vaanster so that we can solve the leakage.
You can reach Vaanster 24 hours a day via telephone number 0900 - 822 67837 to report a fault.

Lekkage afleverset

What happens if I do not pay my invoice?

If an invoice has not been paid, you will first receive a reminder to pay the invoice. If then an invoice is still unpaid, you will receive an extra reminder. If an invoice is still unpaid, you will receive a notice of default. From that moment on, extra costs (collection costs) are charged for not paying an invoice on time.

It is important to pay your invoices even if, for example, you still receive an amount from Vaanster after an annual statement. In the supply agreement, you will find more about the rights and obligations that you and Vaanster have agreed upon.

When does maintenance take place?

If maintenance is scheduled, Vaanster will inform residents at least three days in advance. Maintenance may be desirable or necessary. In connection with the execution of work, the delivery may be limited or interrupted for the shortest possible time.

In the case of unscheduled maintenance, urgency, or force majeure, Vaanster will always do its utmost to inform residents about the maintenance work. 

You can read more about this in the general terms and conditions.

How do I apply for an energy label?

You do not need additional information from Vaanster to apply for an energy label.

Collective installation

To apply for an energy label for a house (flat) in a residential building that is connected to a collective installation, you need different information than in the case of an individual installation.

For the application, you need among other things the 'user surface' and type of 'energy generation system'.

Where can I find my user surface?

If a property is connected to a collective installation, there is required the user area of all the flats including the general areas that are connected to the installation. If this surface area is unknown, the following calculation is used:

User area of the flat for which the energy label is requested

X           

the number of flats

It is then assumed that all flats that are connected to the collective system have the same user surface area.
For more information about the user area of your residence, we refer you to the Land Registry.

What should I fill in at 'type of energy generation system'?

If, in case of a collective installation, the technical room in the residential building cannot be accessed - and this is the case when Vaanster conducts the operation of the installation – there can be entered 'unknown' as the type of energy generation system.

The EP consultant will register in the project file why the technical room cannot be accessed.

Why is the technical room not accessible?

The principle is that it should be possible to access the technical area if the technical area and installations are also the property of the building owner. This is not the case for the installations operated and owned by Vaanster. The ownership has been legally established by means of a building lease right. The installations therefore do not belong to the building.

What information do you need from Vaanster for your energy label?

As mentioned above, you do not need any specific information from Vaanster to apply for an energy label. To calculate the surface area, you or your advisor can use the above mentioned calculation method. Your advisor can indicate that the installations are not accessible and for that reason enter 'unknown' as type of energy generation system.