1. Frequently Asked Questions
  2. Maintenance and Services
  3. Maintenance FAQs - simple fixes to any potential issues in your home

Insite Energy @ Lyvly Stratford

If you're a Lyvly Stratford member, please read below!

The heating and hot water in the Lyvly Stratford flats work on a credit-based system. Your heating and hot water is provided via credit (money!) being loaded onto your heat metre. The company who facilitates this is called Insite Energy. Your credit metre is called a ‘guru hub’ and is on the wall in the hallway of your home, and will always display how much credit you have. A diagram of it is displayed at the end of this article. 

This is something that you will hopefully never have to worry about! Lyvly set all Lyvly flats on auto top-up, so you metre will top up automatically whenever the credit dips below £10.00, giving you endless heating and hot water :) However, the auto top-up relies on your guru hub’s signal- the same way sending a text message relies on your mobile phone having signal. Occasionally, the heating top-up isn’t triggered when the balance reaches £10.00 because the signal drops.

If you ever notice that your credit is below £10.00, please pop a message over to members@lyvly! Our housekeepers always check too, but it never hurts for more people to keep an eye on things. We can then top this up for you.

If you ever find yourself in a situation where you have no heating or hot water - the credit displayed on your guru hub is ALWAYS the first thing to check. It’s likely to be £0.00.

In a worst case scenario where your credit metre has sneakily slipped down to zero, your hub will display the option to ‘activate emergency credit’. You just need to press this, and it will give you an extra £5 of usage! Then shoot us over a message as soon as you can.

Top-ups on your Guru hub can take a maximum of six hours to load and display.

There is, however, a way to load credit onto your metre instantly.

Once informed of the situation, a member of the Lyvly team will be able to shoot you over a 20 digit top-up code to enter into your metre. You can do this where it says ‘top-up.’ 

The code will look something like:

1111-2222-3333-4444-5555

You just need to plug it in on the metre, number for number. Once the code has been entered on your metre, your credit will top-up straight away, and heating and hot water will resume!

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