Veelgestelde vragen

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.

Your home or office is sustainably heated and cooled by a Vaanster energy system, and we also ensure that your tap water is heated. You’re in good hands with Vaanster. Just remember to also set up a contract with an electricity and water provider, as we do not supply these services!

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.

Your home benefits from Vaanster's innovative energy system, providing sustainable heating and cooling. The system is designed to maintain comfortable temperatures, with a maximum heating capacity of 22 degrees through your underfloor heating. Smart temperature management is built into the design. An intelligent outdoor sensor automatically switches between cooling and heating, responding to environmental conditions. When external temperatures consistently stay below 18 degrees for a full day, the system seamlessly shifts to heating mode.

Watch the video for more details

If scheduled maintenance is going to take place, Vaanster will inform you at least three days in advance. Maintenance may be desirable or necessary. Due to the execution of the work, service delivery may be limited or interrupted for the shortest possible period.

In the case of unplanned maintenance, emergencies, or force majeure, Vaanster will also make every effort to inform residents about the maintenance work.

If water is leaking from the heat delivery unit, you should immediately shut off the water supply to the heat delivery unit by turning the valves off.

Next, report the leak by phone to Vaanster so that we can resolve the issue. Vaanster can be reached 24 hours a day for reporting a malfunction at phone number 085-760 2992.

You can request a new password yourself. Click here to request a new password.

Most meters are read remotely by Vaanster, meaning the meter readings are collected digitally. However, there are times when you, as a resident, will be asked to provide a meter reading. For example, when you move into a home with a Vaanster energy system or when you move out of a home with a Vaanster energy system. In such cases, you will need to provide the meter reading for the date of the move and/or key handover.

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.

Each year, the Netherlands Authority for Consumers and Markets (ACM) sets a tariff decision outlining the maximum rates that heat suppliers can charge users. The tariff decision specifies how a rate is determined. The methods used for this are:

1. The "Not-More-Than-Different" (NMDA) method, also known as the 'gas reference'.

2. Cost-based. Heat suppliers, including Vaanster, provide data annually which the ACM uses to calculate the average costs.

The term 'maximum tariff' might suggest there is room to set a rate below this maximum. In reality, the maximum tariff represents the average rate necessary to cover costs. Often, the tariffs set by the ACM are also the rates charged by Vaanster.

Various tariffs are applied, as the ACM distinguishes between different types of delivery sets and types of heat provided to your home. The type of heat refers to its purpose: space heating or hot tap water.

For all situations covered by the Heat Act, the tariff charged by Vaanster will never exceed the rate set by the ACM. The tariffs determined by the ACM and explanations about their calculation are publicly available on the ACM's website.

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. Therefore, you will initially receive two invoices: one for the month you move in and one for the following month. After that, you will receive only one advance invoice per month.

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.

If you are unable to pay your annual statement in one go, you can request a payment plan from us. Email us at incasso@vaanster.nl and let us know how many months you'd like to spread the payments over. Please note that your monthly advance payments will still be required. Once we receive your request for a payment plan, we will process it and send you a confirmation with further details.

Please be aware that your annual statement does not necessarily correspond to a specific calendar year (January to December). Typically, the statement covers a period of 12 months, which may span two different years. As a result, different rates may apply for the entire period due to changes in government levies or the installation of a new meter. You will see this rate breakdown reflected in your annual statement.

Sure! 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.

There are different types of energy meters. Common brands include Kamstrup and Ista. The energy meter is often located in the meter cupboard or technical room of your home. If you are looking for more information about your energy meter, the meter's manual can be helpful. Many manuals are available online. You can find Kamstrup manuals here.

The thermostat is the property of the homeowner. In a purchased home, that is you, and in a rented property, it is the landlord. 

If you want to replace the thermostat, we recommend doing so in consultation with an installer. As your energy supplier, Vaanster cannot provide advice on this matter. The thermostat affects the operation of your underfloor heating. If you are looking for more information about the thermostat, the thermostat's manual can be helpful. Many manuals are available online.

Regarding your energy performance certificate, no specific input from Vaanster is required. Your advisor can indicate that the central installations are inaccessible and mark the status as "unknown" in the assessment.

Your home benefits from Vaanster's innovative energy system, providing sustainable heating and cooling. The system is designed to maintain comfortable temperatures, with a maximum heating capacity of 22 degrees through your underfloor heating. Smart temperature management is built into the design. An intelligent outdoor sensor automatically switches between cooling and heating, responding to environmental conditions. When external temperatures consistently stay below 18 degrees for a full day, the system seamlessly shifts to heating mode.

Watch the video for more details

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.

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.