You are experiencing a malfunction, which is very inconvenient. Don't worry, we'll help you resolve this issue as quickly as possible.
It’s important to know who is responsible for resolving this issue. Depending on the problem, it could be multiple parties: Vaanster or your own technician.
If you receive energy from us, we are responsible for providing heat and cooling to your home. However, how that heat or cooling is distributed within your home depends on the internal installation. The owner of the house (or your landlord if you are renting) is responsible for that internal installation. If the problem is related to this, it cannot be resolved by Vaanster but by your own technician.
See below for whom to contact to report the malfunction.
If you are receiving no heat or cooling at all, this may indicate a problem with our central system. Please contact us at 0900 822 678 37.
If your neighbors are receiving heat or cooling, the problem is likely with your internal installation. In this case, contact your landlord or your own technician.
The domestic hot water storage tank has a limited capacity and is shared by two or three households. With simultaneous or intensive use, the available hot water may temporarily run out. This can happen, for example, during prolonged and simultaneous showering. In that case, the heat pump needs time to reheat the tank (approximately 1 to 2.5 hours), after which full hot water availability is restored. After about 30 to 60 minutes, typically enough warm water is already available again for limited use.
If you have a leakage, it is important to determine where in the system the leak has occurred. If water is leaking from the delivery set or from one of the shut-off valves on the incoming pipes, you should report this immediately to Vaanster via our troubleshooting number 085 760 2992.
If the water is coming from other pipes or from one of the valves/motors at your floor distributor, it is best to report the issue directly to your landlord. If you are unsure, you can send a photo of the leakage location to klantenservice@vaanster.nl.