We have developed a list of frequently asked questions to help you understand and manage your Biomass heating system.
If you have a question which is not listed below, please take a look at our helpful Biomass User Guide (pdf 3.7 mB). This includes lots of information, images and step-by-step breakdowns to help you use the heating system.
Why was biomass installed?
SCH, in contract with British Gas from 2012 to 2015, undertook a scheme of works upon 32 of the 37 high rise buildings to apply external wall insulation. In addition to this, a biomass heating system was installed in 23 high rises. This replaced electric storage heating and immersion heating systems, with the biomass powered by pellets as a more sustainable energy source. In addition, a programme of double glazing installation was also undertaken. Reports presented to the SCH Board at that time identified customer concern of poor heating retention and difficulty in controlling the heat output of electric storage heaters.
The works also sought to address poor energy efficiency via thermal improvements, reduce the carbon footprint and improve the appearance of the blocks. The introduction of the biomass systems provided and continues to provide funding via the Government Renewable Heat Incentive. This is used to fund the servicing and repair of the system, which is more expensive than traditional heating and hot water systems.
How is the biomass tariff calculated?
The production cost of biomass energy comprises the supply of biomass pellets, gas from the back-up boilers, electricity to power some aspects of the system, and costs associated with income collection from prepayment meters and the recording of customer usage.
Historically, the tariff for any given year is calculated based on an estimate of the cost of producing the energy for the given year divided by the estimated number of kwh to be consumed by customers. Customers pay this rate per kwh for the amount of energy they actually consume, and this will vary depending on individual choice.
This year, the SCH Board have used a different method to ensure the biomass system is more affordable for customers. The tariff has been calculated to ensure it is competitive with electricity prices.
Why can’t the gas be switched on as the system has a gas supply?
The primary biomass boilers in the plant rooms, which generate and provide the energy to the individual flats, run on wood pellets. There are secondary gas boilers in place to provide a back-up when demand on the system outstrips the capacity of the primary boiler. However, the secondary gas boilers are not designed to provide energy 24/7 and would not be able to deliver the energy needed through the current infrastructure.
Residents have been raising concerns for over 12 months. What have SCH been doing to address the concerns?
In response to biomass system issues raised by customers, SCH have undertaken a number of reviews:
Efficiency study – late 2023
A study of a number of plant rooms by an external company identified that they were not working at maximum efficiency. Works were identified and costed to improve the operation and efficiency of the systems The improvements identified totalled £8m. Funding options were explored which led to a grant application via HNES for the project.
Data study and resident survey – July to September 2024
Using detailed information on customer usage and payments, SCH were able to identify that an increasing number of customers were not using the biomass heating system or were only using a small or reduced amount of energy, which also matched with biomass tariff price increases.
The data study also identified a number of customers who are obtaining energy without paying for it. The theft of energy has contributed to driving up the costs of energy for other customers. SCH have begun a programme of legal and other action against these customers.
Heat Loss and Air Testing Survey – January 2025
This survey was undertaken across three high rise blocks with different energy sources (Gas, Electricity and Biomass) and within 3 x 2-bedroom flats across different floors. The purpose of the tests were to provide detailed analysis of the energy efficiency of the flats and typical kWh of energy required to heat each flat to recommended standards. The survey found:
• That the energy efficiency of the biomass high rise block was good. The building was well sealed, and the heat losses were less in blocks where the primary energy source was biomass and electric.
• That biomass was the most expensive of the three energy sources.
All of these studies and surveys, including feedback from residents, were presented to the SCH Board and were used to inform the decisions taken at the Board meeting.
What is the HNES Project?
The grant funding provided by the government through the Heat Network Efficiency Scheme (HNES), and the funding through the SMBC Capital budget, is being used to make improvements across three plant rooms that supply biomass energy to:
• Bangor House
• Keele House
• Westham House
• Wedgewood House
• Woodbrooke House
• Dillington House
• Cheshunt House
• Newnham House
The improvements include:
• Replacement of building management systems
• Replacement of the primary pipework and renewal of pipework insulation
• Reset of Heat Interface Units and all associated operating valves as necessary
• Replacement of Thermostatic Radiator Valves
• Fitting ‘Power only’ operating valves where necessary
The work began at the end of January and will be completed by the Summer of 2025.
I’m struggling to pay for my biomass energy. What support is available?
Support via the Household Support Fund is available for customers in financial hardship. This is being administered on behalf of SMBC through Act On Energy. To be eligible for support you must:
• live in Solihull
• live in a SCH managed high rise block with biomass as your source of heat and hot water
• have a combined annual household income of under £31,000
• have no household savings (pensioners can have up to £10,000 in savings per pensioner)
• have someone living in the household with a vulnerability*
To apply, please visit their website at http://www.actonenergy.org.uk/support/hsf-sol or contact SCH directly and we can provide support to make an application.
*Qualifying vulnerabilities include:
• long term diagnosed and treated health conditions (physical or mental)
• households with unmanageable debts
• disabled and in receipt of DLA or PIP
• in receipt of Carers Allowance
• in receipt of Housing Benefit only (not as part of Universal Credit)
• in receipt of Council Tax Support (not single person discount)
• in receipt of Employment Support Allowance
• in receipt of Limited capability for work related activities allowance
• in receipt of State Pension
• in receipt of benefits related free school meals not universal free school meals
• referral from a foodbank, school, charity/voluntary organisation including Age UK & health care professionals
Act on Energy are an energy advice charity working in partnership with SMBC. They have lots of additional advice and support available – visit http://www.actonenergy.org.uk for more information.
I have been told there is no financial support for Biomass, has this now changed?
Support has always been available for residents under Household Support Fund but there has been some difficulties with providing credit directly to the biomass prepayment meters. This barrier has now been removed and we ask that you contact Act on Energy who can process your application.
There is no credit on my meter
The heating system is prepayment. Rather than getting a bill, you put credit on your meter to pay for the heating and hot water that you use.
How do I top up the credit?
You can put credit on the meter by:
- Going into a local PayPoint – you will need to take your id card with you
- Calling energy billing on 01623 541401
- Visiting the website energybilling.co.uk and entering your username and password and following the instructions for adding credit to your meter
- Setting up a standing order by calling 01623 675300
Once you have paid your credit it will be topped up on your meter automatically within two hours.
How do you use the emergency credit option?
If you need to use the emergency credit on your meter, please click here (pdf 310 kB).
I have topped up my credit but it’s not showing on the meter
Credit can take up to two hours to show on the meter.
If you have no heating because you have let your credit run out, you can enter the PIN code given to you when you bought the credit. For more information, take a look at the Biomass user guide (pdf 2.6 mB).
I have a fault with the credit meter
If you fault with your credit meter, please call 01623 675300.
The office is open weekdays from 9am-5pm.
I need to order a replacement top up card
If you need to order a replacement top up card, call us on 0121 717 1515.
We will process your order and deliver your card to you by post or by an Estate Assistant within two working days.
My radiators do not feel hot to touch
The Biomass heating system has been designed to achieve the room temperature of 21 degrees in the lounge and bedroom, and 18 degrees in the hallway and bedrooms. The radiators will not be hot to touch but the air in the rooms should be of the right temperature.
I have a problem with the radiator, what should I do?
Please follow the steps below:
- 1. Check that the control valve on the radiator is working
- 2. If the radiators only feel warm but the air is hot, the heating it working. Biomass aims to keep a balanced temperature throughout your home
- 3. Check the thermostat is set correctly, this is the white control box on the wall in the hallway or kitchen. Make sure the time is not set, the dial is pointing towards the red sun and it set between 18-21 degrees Celsius
- 4. Check the batteries in the thermostat – turn the dials and if there is not a clicking sound then the batteries need changing
If you still have a problem with the radiator after following the steps, please call 0121 717 1515.
My heating and hot water are not working
If you are having issues with your heating and hot water, please follow the steps below.
- 1. Check you have electricity in your home – the heating will not work if there is no electricity
- 2. Check the fuse spur switch – you will find this in the kitchen where the boiler unit is, it looks like a light switch
- 3. Check there is credit on the meter
- 4. Check to see if the hot water is working by running the tap for at least 15 seconds
- 5. Check the thermostat timer is not set – the thermostat is the white control box in the hallway or kitchen. Make sure the dial is pointing towards the red sun and is set between 18-21 degrees celsuis
- 6. Check the batteries in the thermostat – if the dials do not make a clicking noise when you turn them the batteries need changing. Please also make sure the batteries are insert the right way
- 7. Check the control valve on the radiator and make sure they are turned up and on
If you are still experiencing problems after following these steps, please call 0121 717 1515.
How do I control the heating and temperature?
You can do this in three ways:
- 1. Use the time control so you can set when it comes on and goes off
- 2. Use the room thermostat to control the overall temperature of your home
- 3. Use the individual thermostatic radiator valves to turn the temperature up or down in individual rooms
My heating will not turn off
If you need to turn the heating off, you can do this by taking out the batteries or switching the unit off by the spurs switch.
If the heating will still not turn off, please contact us on 0121 717 1515.
My fuse spur switch is not working
Your fuse spur switch is in the cupboard in the kitchen where the boiler unit is – it looks like a light switch.
When the spurs switch is on, a red light should show.
If the light is off please check your electricity fuse board, this is usually in the kitchen or hallway near the front door. All the switches on the fuse board should be facing the same way.
If you are still experiencing problems, please call 0121 717 1515.