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Frequently asked questions

Have a question? Quickly find the answer here.

Malfunctions and maintenance

Mijn koeling werkt niet. Wat nu?

Verkoeling via je vloer werkt langzaam. Soms duurt het uren of zelfs dagen voordat je het merkt.

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Switching between cooling and heating

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

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When does maintenance take place?

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.

My heat delivery unit is leaking. What should I do?

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.

I have a problem with my ventilation. What should I do?

A ventilation problem can be resolved by the property owner. If you own the property, contact your own installer. If you are renting, get in touch with your landlord.

The ventilation system in the property is outside the ownership of Vaanster, so this does not need to be arranged in consultation with Vaanster.

I have a problem with my thermostat.

A problem with the thermostat can be addressed by the homeowner.

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How can I report a malfunction?

On your resident page, you will find a step-by-step guide specific to your building that outlines what to do in various malfunction situations. It also provides information on whom to contact for resolving the issue.

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Issue with Hot Water Supply

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.
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Malfunction in cold supply

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.

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Disruption in heat supply

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.

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