SPS 2412 - Metering, Billing and Tariff Setting

Royal Borough of Greenwich (The Council) requires a Service Provider to provide metering, billing and tariff setting services for the residential district heating schemes operated by RBG. It is envisaged that within the initial five year contract period, metering, billing and tariff setting will be required in 1750 properties (rolled out at approximately 350 connections to metering and billing per year). Most of the properties to be included within the contract will have existing heat meters installed within an HIU in the property. But some sites may require the metering and billing provider to supply and install heat meters. The provider is responsible for supplying, installing and commissioning all equipment required to collect metering data in all properties.

The Council requires the Service Provider to provide a full metering and billing service (although not supply and installation of meters themselves unless by exception) in compliance with The Heat Network (Metering and Billing) Regulations 2014 (as amended) and to:

• Provide information to leaseholders and tenants on the specific metering and billing approach to be followed at each site, this could be via literature, engagement events and training – the specific requirements to be advised by RBG
• On a monthly basis (or as may be requested by RBG or a tenant/leaseholder from time to time), remotely collect heat consumption data from each tenant/leaseholder’s heat meter in the most appropriate manner
• Process all meter readings collected
• In the event that meter readings cannot be obtained remotely, liaise with the leaseholders and tenants to provide or obtain a meter reading and, where necessary, provide estimated heat consumption data based on usage for similar periods and properties
• Undertake data analysis and provide all data and data analysis relating to each property to the Council in the format and at frequency to be agreed with the Council
• Undertake monthly exception checking to ensure that there are no exceptional customer accounts or meters which may be inaccurately recording data
• In the event that a leaseholder or tenant disputes their meter reading, undertake an initial investigation by repolling the relevant meter and comparing data against usage for similar periods and properties to ascertain whether the meter may be faulty
• Provide the Council with remote access to real-time heat meter data across all properties
• Give particular consideration to potentially vulnerable residents in all services provided, including but not limited to tariff setting, arranging access to properties for maintenance, provision of and access to billing information, credit control and payment options, data analysis to identify under-use
• Set up and operate individual customer billing accounts in accordance with all relevant data protection laws and in accordance with Heat Trust requirements
• As applicable to the relevant method of payment, on a monthly basis for credit customers and annual basis for pre-payment customer, provide (or make accessible) information to each leaseholder/tenant setting out the heat charges payable, the heat consumption at the property for the relevant period, the total charges payable or pre-paid for such period, and any other information required by law or recommended by the Heat Trust (even if not Heat Trust registered)Provide electronic billing services to the Council
• Open and administer a collections account to be held on trust for and in the name of the Council into which payments received from tenants, leaseholders and, where relevant, collections agents, will be deposited and reconciled.
• Collect payments received from each tenant, leaseholder and, where relevant, collections agent and transfer the same into the Council’s collections account at least every two weeks
• Provide a call centre service for tenants and leaseholders to raise metering and billing queries, and resolve such queries to the fullest extent possible
• Provision of debt collection services
• Offer full flexibility in charges collection/credit control options to individual properties
• Undertake maintenance and repairs to metering and billing equipment so as to keep all equipment operational in accordance with good industry practice and, where possible, utilise the benefit of all manufacturers’ and/or installers’ warranties and guarantees
• Carry out modelling to assist the Council in the calculation of heat tariffs to be charged to tenants and leaseholders for each relevant site; based on best practice information including; but not limited to the relevant fuel source; term of fuel contract; heat network operating efficiency; and the optimal split between standing and variable charges.
• Standing and variable charges for each site are to sufficiently cover all costs associated with the generation and supply of heat, the operation of the equipment, the provision of customer services and the expected lifecycle replacement costs for all equipment.
• Standing and variable charges are to be reflective of such charges for heat networks and customers of a similar size and type to the relevant site and presented/justified in such a way as to enable the Council to demonstrate to tenants and leaseholders that they are market reflective
• Provide a clear and market standard methodology for increasing or decreasing the heat tariffs on an annual basis
• Work in the spirit of partnership with the Council
• Provide a high-quality Service that is financially and environmentally sustainable
• Comply with all applicable legislation
• The Contract period will be for five years plus an option to extend for a further five years
• The draft terms and conditions of contract that have been published alongside this

notice in the Invitation to tender (ITT) pack are subject to change. The evaluation criteria will be based on the most economically advantageous tender (MEAT).

Prior to commencing the formal procurement process, RBG engaged with potentia…