Do you have questions about your district heating?
Here you can find answers to frequently asked questions. For instance, you can find out more about how your bill is put together.
You can contact Customer Service on weekdays from 9.00-14.00 on phone number +45 77 88 10 10
Customer Service is closed on public holidays May 1, June 5, and the Friday following Ascension Day.
How to log in to My Heating
Log in to My Heating and use MitID. The first time you log in you need your customer number and an activation code.
You can find the activation code in your bill, in your payment overview, or in your welcome letter.
First-time login
There are 4 steps to follow the first time you log in to My Heating Self-Service.
Next time you log in, you only need MitID/NemID.
Log in with your MitID/NemID on the front page.
Enter your email address and press send.
You will receive an email with a code. Enter the code on the page.
Enter your customer number and your activation code, which you can find in your bill, in your welcome letter or in your payment overview.
For businesses with a CVR number
As an employee, bookkeeper, association member etc., you need a MitID Employee Signature with a key card or key file to log in.
MobilePay
Log in to My Heating.
In the menu ‘Bills’ you can sign up for MobilePay.
This way, your bill will be paid automatically every month.
Direct Debit
Sign up in your online banking account.
Use PBS number 09802533.
This way, your bill will be paid automatically every month.
Card payment
Log in to My Heating.
In the menu ‘Bills’ you can sign up for card payment.
You only need to enter your email address.
Your heating consumption is settled four times a year: March 31, June 30, September 30, and December 31.
A heating bill will be issued to you every quarter. You will receive a heating bill in mid-January, April, July and October.
How do I pay the first bill?
See payment information at the bottom of page 1 of your bill.
When your bill is paid, you can sign up to pay future bills with MobilePay, Direct Debit, or card payment.
This way, your next bill will be paid automatically.
Every quarter, you receive a quarterly statement, where your consumption for the most recent quarter is accounted for.
The statement shows what you were charged in the last quarter, and your actual consumption. The difference between the two amounts will be charged or deducted on your next bill.
On-account payments are calculated based on your heating consumption in the same period last year and adjusted for degree days using the average of the past five years. Degree-day values are used to adjust for weather variations when we calculate your expected annual consumption.
On-account payment means that you pay in advance based on an estimate, with a final settlement later based on your actual heating consumption.
When two people are registered with us, the person listed first will receive the bill.
If payment has not been registered by the due date, a payment reminder will be sent to both people.
The cost depends on your type of housing, its size and your heating consumption.
How can I save on heating?
We have collected tips and tricks to help you reduce your heating consumption.
Beneficial for both the climate and your wallet.
On My Heating you can keep track of your consumption, click on the tab My Heating Consumption.
I can't see my consumption
To be able to see your consumption you need to add a consumption address. Add a consumption address by clicking on the profile icon in the top right corner.
Here you need to enter your customer number and your activation code, which you can find in your welcome letter and/or in your most recent bill.
When the district heating water has been used to produce heating and warm water in your home, it is returned to the heating plant.
The temperature of the district heating water on the way back to the heating plant is called return temperature.
We use a green trace substance that in no way is toxic or dangerous, to test for leaks in the district heating system.
Your heating bill is higher in the winter than in the summer. It reflects your consumption, and when it is cold outside the heating consumption indoors will rise.
You will receive your heating bills in mid-January, April, July and October
Your heating consumption is settled four times a year: March 31, June 30, September 30, and December 31.
You will receive a quarterly settlement including three months of on-account heating charges. We automatically receive your consumption from your heat meter. The quarterly settlement is based on metrics from the heat meter. On-account heating is paid in advance.
Your on-account consumption is calculated based on your consumption during the same period last year and adjusted for degree days (cold days with need for more space heating) using the average of the past ten years.
This is how your bills are distributed
Approx. 40% of the annual consumption in the period January 1 to March 31
Approx. 15% of the annual consumption in the period April 1 to June 30
Approx. 5% of the annual consumption in the period July 1 to September 30
Approx. 40% of the annual consumption in the period October 1 to December 31
Do you have a new meter?
If you have a new installation, your heating is calculated using the same distribution based on an estimated annual consumption.