A different kind of energy company

Help Centre

Heating your home


What service levels can I expect from Loka?

We have developed a Customer Charter that lays down standards that we will strive to meet and exceed. We have also agreed levels of compensation that you may be entitled to should our service fall below these standards at any time. You can download the customer charter on this page.

How do I heat my home and water?

As long as you have an account set up and a payment plan agreed, heat is constantly made available to your home’s central heating and hot water systems by the Loka network. You control the amount of heat and hot water you need via the thermostats and controllers on your home’s central heating system.

How does my programmer work?

The heating system inside your apartment was installed by your building developer. If you have any questions about the operation or maintenance of this equipment, please refer to your home-owner’s manual. If you need help, contact L&Q, Moat, Greenwich Peninsula, or Bellway customer services as appropriate.

How do I use my In Home Display?

This unit communicates directly with the HIU and displays all the key information, including your account balance and heat usage. For more information, please see our separate document – “A guide to your In Home Display Unit”, available to download on this page.


Related downloads

IHD Guide

Customer Charter