A different kind of energy company
 

Help Centre

Troubleshooting

 
 

There is noise coming from my HIU

Please report to L&Q, Moat, Greenwich Peninsula, or Bellway customer services as appropriate.

I have no heating

This could be a physical issue with your system, or it could be a billing issue. Please call 0800 160 1635. If it is a billing issue you can resolve it with the billing team. If it is related to something else, our customer services team will help you raise a ticket to get the problem sorted.

I have no hot water

Please report to L&Q, Moat, Greenwich Peninsula, or Bellway customer services as appropriate.

I have hot water but it is only lukewarm

Please report to L&Q, Moat, Greenwich Peninsula, or Bellway customer services as appropriate.

Why does the heat cut off when there is a fire alarm?

There is a safety mechanism built into the building that cuts all power off when the fire alarm is activated. This is a safety feature and not controlled by Loka.

My purchased credit doesn’t show up on my meter

It can take up to 3 hours for purchased credit to apply to your account. Please call the billing department on 0800 160 1635 if you are concerned that your credit hasn’t come through.

My In Home Display isn’t working

Please refer to the guide. If your In Home Display unit is faulty, we will fix it or replace it for you.

My meter is using too much

Please call our billing team on 0800 160 1635 to discuss consumption and your tariff.

My heating and hot water are switched off, but I’m still being charged

The standing/fixed charge is applied every day, whether or not there is any heat energy or hot water consumed. This is your contribution to the running of the system, the standards of service and making sure that if you did want heating it would be provided instantaneously. This cannot be removed from your account.