Frequently asked questions

First of all, congratulations on your new home, and welcome to Vaanster!

Vaanster ensures that hot water flows from your tap and that you can heat your home in the winter and cool it in the summer. Read all about registering your home here.

On My Vaanster, you can find all the important information relevant to you. Here, you'll find your rates, invoices, and consumption details. Additionally, you can manage various aspects yourself, such as adjusting your advance payment, setting up automatic direct debit, and updating your email address.

To create your account, you will need your customer number (found in the registration confirmation or on your invoice) and your postal code (also mentioned on the invoice). Click here to create your account. Need help? Send an email to klantenservice@vaanster.nl.

It's frustrating when there's no hot water coming from the tap. It's important to determine:

• Whether there is a reduced amount of hot water or no hot water at all.
• Whether no hot water is coming from any taps (also known as outlets) in the home, or if it's just one specific tap that is not providing hot water.

There may be a malfunction in the cold supply. That's inconvenient, and of course, you want it resolved as quickly as possible.

First, the cause of the malfunction needs to be identified so that it's clear who can fix it. The ownership boundary indicates who is responsible for the various components. You can find this on your resident page.

There is a disruption in the heat supply. This is unfortunate, and of course, you want it resolved as quickly as possible.

First of all, the cause of the disruption needs to be identified so it becomes clear who can fix the issue. The ownership boundary indicates who is responsible for the various components. You can find this on your resident page.

Would you like to set up a direct debit, change your account number for an existing direct debit, or cancel your direct debit? This isn't possible (yet) in the digital customer portal. Please contact customer services for assistance with this.

In your personal 'Mijn Vaanster' account, you can easily manage various things yourself and update personal information, such as your email address.
Don't have a 'Mijn Vaanster' account yet? Create one here. Having trouble? Then send an email to klantenservice@vaanster.nl.

If you are moving, you can easily report this to Vaanster via the website. We do ask that you provide us with the meter readings from the date you hand over the keys to your home, even if you have a smart meter. We understand it's a busy time, so you can also do this a few days later. There is no notice period, so you can provide a date in the past. After reporting your move, you will receive the final bill within six weeks. If you are unable to provide a meter reading, please note that it may take a bit longer. You can easily submit your meter readings here.

Your rate consists of a fixed component and a variable component. The fixed rate is charged regardless of your consumption, such as the connection fee. The variable rate depends on how much heat you actually use. The rates that apply to you are set out in your supply agreement, which outlines the pricing terms we are committed to.

If an invoice is not paid, we will first send a reminder to encourage payment. If the invoice remains unpaid after this, we will issue a formal demand for payment. If the invoice is still unpaid afterward, a notice of default will follow.

You will receive your first advance invoice approximately one month after registering with Vaanster. All Vaanster customers receive a monthly advance invoice, as is customary for energy consumption. We always bill one month in advance. 

When you first sign up with Vaanster, we estimate your heating and/or hot water consumption. Each month, you pay an advance based on your estimated annual usage. At the end of the year, we calculate your actual consumption and costs. If the initial estimate was too low or if you used more heat, you might have to pay extra.

You will receive your annual statement via email in the first quarter of the new year. It will detail your consumption and the associated costs. You can always access your annual statement on Mijn Vaanster.

Your annual statement shows your consumption, the associated costs, what you’ve already paid, and the amount you either owe or will be refunded. The costs on the annual statement are divided into fixed and variable costs. Your actual consumption is based on the recorded meter readings. If you’ve underpaid because your usage was higher than anticipated, you’ll need to pay the difference. If you’ve used less than expected, you’ll get a refund. This will be settled with your next advance invoice. If you still have credit remaining after this, we’ll refund it at the end of the month.

Do you use heating from Vaanster? Then you can probably use cooling as well. When outdoor temperatures rise, the system usually switches automatically from heating to cooling. In some cases, you may need to activate the cooling function yourself. Make sure to set your thermostat lower than the current indoor temperature otherwise the cooling will not start. Each year we send you an email explaining exactly when the system switches over and what you may need to do yourself.

Check the project page of your residential complex for all information about the components in your home. We highly recommend taking the time to review all the information you find there and to watch the videos. This way, you’ll learn more about the system and what to do in case of a malfunction.

An indoor installation is the part of the system that is installed inside your home. The indoor installation is not owned by Vaanster but by the owner of the property. In the case of a rental property, the landlord is the owner of the installation.

The ownership boundary indicates who is responsible for what. You can find this on your project page on our website. There, you’ll find an image showing the ownership boundary, making it easy to see which parts belong to Vaanster and which parts belong to the property owner.

LWP stands for air-to-water heat pump and is a variant of the IWP energy system. In an LWP energy system, each home has its own heat pump. An air-to-water heat pump extracts energy from the outside air, which is used to heat and cool a home. An air-to-water heat pump consists of an outdoor unit (also called the outdoor component), usually installed on the roof of a house or apartment building, and an indoor unit. The indoor unit is the actual heat pump.

Watch our video here.

In an Aquifer Thermal Energy Storage (ATES) system, the ground is used to store heat and cold. In the winter, we extract heat from the ground and use it to warm buildings. However, in the summer, we need cooling. So, we cool buildings in the summer with the cold stored in the ground. The heat stored during the summer can be used later for heating. This process is facilitated by a heat pump that extracts heat from the ground and warms the building. ATES is a reliable and sustainable energy source that ensures efficient and comfortable use of heating and cooling.

Watch our video here.

Check our video here.

The effectiveness of underfloor heating and cooling is highly dependent on the type of flooring used. To make optimal use of underfloor heating and cooling, certain requirements must be met for the flooring in the home. After all, the heat and cold are transferred to the living space through the flooring material (carpet, laminate, PVC, etc.).

Underfloor heating provides a consistent temperature throughout the home, day and night. It operates at a lower temperature and heats up more slowly than a traditional radiator. The same applies to cooling via underfloor cooling. For optimal performance of both heating and cooling, Vaanster advises lowering the temperature minimally at night or when you are away from home for a short period.

Comfort cooling ensures that your home is up to 3 to 4 degrees cooler than the outside temperature. On hot days, you can use comfort cooling for free, and this usage is not metered. We have compiled a few tips to help you make the most of the cooling system.