East Village is powered by a district heating system: a shared network that supplies heating and hot water to every home and business across the neighbourhood. Instead of individual gas boilers, heat is generated centrally and distributed through underground pipes.
Who to call, and when
If your heating or hot water has stopped, don't scroll. Here's who to call.
No heating or hot water across your building
Call East London Energy (ELE), who run the heat network, on 0800 999 3080.
Only your flat
Contact your landlord. Get Living residents can call 0808 164 4744 or email hello@getliving.com. Not sure who your landlord is? See Who do I call?
Not sure which? Call ELE first: they can tell you whether the fault is on the network. The heating tracker shows what neighbours have reported.
Bills, meter readings, or charges
Contact East London Energy (ELE).
Call 0800 999 3080 or visit eastlondonenergy.co.uk
Unresolved billing dispute
If you've raised a complaint with ELE and it hasn't been resolved after eight weeks, you can escalate to the Energy Ombudsman.
This service is free to residents and became available for heat network customers from 1 April 2025.
How the system works
Heat for East Village is produced at the King's Yard Energy Centre on Queen Elizabeth Olympic Park.
The Energy Centre uses Combined Heat and Power (CHP) technology, which generates electricity and captures the heat that would otherwise be wasted. That heat is sent through a network of insulated underground pipes to buildings across East Village, where it's used for space heating and hot water.
Inside each home, a Heat Interface Unit (HIU) controls heating and hot water in much the same way a boiler would, but without burning gas.
East London Energy (ELE): what they do
East London Energy (ELE) is the company responsible for billing, metering, and heat supply accounts for district heating in East Village.
ELE handles:
- Heat and hot water billing
- Meter readings and usage data
- Tariffs and charges
- Account management and payment queries
- Faults on the heat network
If your question is about costs, bills, usage or a building-wide fault, ELE is the right place to start.
GetLiving: what they do
GetLiving manages buildings, apartments, and resident services.
GetLiving handles:
- In-home heating or hot water issues
- Faults with your HIU
- Liaising with ELE or engineers when needed
If the fault is only in your flat and Get Living is your landlord, contact Get Living. If the whole building has no heat, call ELE.
Frequently asked questions
Why doesn't my home have a gas boiler?
All East Village homes are connected to the district heating network. Heating and hot water come from the central Energy Centre rather than a boiler inside your home.
What's the silver box in my utility cupboard?
That's your Heat Interface Unit (HIU). It controls heating and hot water in your home and measures how much energy you use.
How do I pay for heating and hot water?
You're billed based on actual usage measured by your heat meter. Billing and accounts are managed by East London Energy.
I think my bill is wrong. What can I do?
Contact ELE first on 0800 999 3080. If the issue isn't resolved after eight weeks, you can escalate to the Energy Ombudsman free of charge.
Is district heating environmentally friendly?
Yes. District heating is more efficient than traditional systems and is designed to transition to greener heat sources over time.
About this page
This page explains how district heating works in East Village and who is responsible for different parts of the system. It's a practical overview for residents and links out to service providers where needed. Last reviewed: March 2026