Control of heating costs and consumption to over


costumers of Termokos.



1. What is the meaning and objective of DHM?

DHM means District Heating Metering and the objective is to put in place metering of heat consumption in the Termokos DH network.

2.What is the purpose of this investment supported by MCC/MFK?

The main purpose of this investment is to provide metering and control equipment to customers so they would have absolute control over their expenses and also support DH Company (Termokos) to operate in a sustainable manner.

3. Is this investment free of charge or we as consumers have to pay for installation?

Yes, all investments, from the rehabilitation of substations, heat meter installation, heat cost allocators and thermostatic valves are free of charges and will be invested by MCC project.

4. Are existing buildings affected or just new?

In this investment are planned for both existing buildings and new builds.

5. I’m planning a new development including extension of district heating, and should I be installing heat meters?

No, you have to contact DH supplier-Termokos and agree on the modalities of your plans for developments.

6. What is heat meter?

A heat meter is a device that measures thermal energy provided by a district heating network or delivered to the consumer, by measuring the flow rate of the heat transfer fluid and the change in its temperature (ΔT) between the outflow and return legs of the system.

7. What is heat cost allocator?

Heat cost allocators are devices attached to individual radiators in buildings that measure the total heat output of the individual radiator.

8. Which is difference between thermostatic valve and dynamic thermostatic valve?

The dynamic thermostatic valve allows the automatic dynamic balancing and pressure-independent adjustment of the thermal medium in the radiators of two-pipe heating systems. The device, in conjunction with a thermostatic, electronic or thermoelectric control, combines different functions in a single component. The use of dynamic thermostatic valves in combination with thermostatic control heads makes it possible to keep the ambient temperature automatically constant, at the set value, in the room where they are installed, thus guaranteeing effective energy saving.

9. When heating season starts?

The heating season starts on October 15 and ends on April 15. Extraordinary heating supply will be applied in the case, according to the data of meteorological services or according to data from heating companies, the outside temperature measured at 21:00, in the area covered by the enterprise of central heating, for three consecutive days is recorded as lower than 12°C

10. What means technical overhaul and when starts?

Overhaul, implementation of investments and necessary works in the energy facilities of the district heating system are performed by DH Company-Termokos, after the end of the heating season, and in order for the entire system to be prepared for the next heating season. Works in the production, distribution and heat transfer system (heat substations) must be completed by September 30 of the current year. From October 1 to 10, a test of the functionality of all energy facilities and equipment of the district heating system is being performed.

11. How long is the heating day and in what circumstances is continuous heating applied?

According to the draft regulation "Standards of the fulfillment of the business of distribution system operation", the heating day lasts from 6 to 22 hours, and on Sundays from 7 to 22 hours. At low outdoor air temperatures, in order to protect energy facilities and equipment of district heating systems or achieve the prescribed temperatures, the utility company is obliged to extend the heating day or to provide an uninterrupted supply of tariff customers with thermal energy, while rationally managing energy.

The supply of thermal energy is not interrupted on the night between 31 December and 1 January, except in the case of extremely favorable outside air temperature which ensures the maintenance of the prescribed temperatures. However, since the fulfilment of the Cogeneration Project, respectively the heating season 2014/2015 offers heating 24 hours without interruption throughout the heating season.

12. In which cases Termokos can interrupt supply with thermal energy during the heating day?

The heating company will temporarily interrupt the supply of heat during the heating season only in cases when, according to meteorological forecasts or according to data from the heating plant, the outside temperature measured at 21:00 for two consecutive days in the area covered by the central heating company records 12 degrees Celsius or higher, and when the weather forecasts from the meteorological services predicting the temperature for the next three days will be higher than 12 degrees Celsius.

13. In which cases Termokos has to supply heating 24 hours without interruption?

Although "Termokos" is not legally obliged to supply heat during 24 hours, since the realization of the Cogeneration Project in particular the heating season 2014/2015, Termokos offers heating 24 hours without interruption throughout the heating season. The heating day lasts from 6.00 am to 10.00 pm on weekdays, and on Sundays and holidays from 7.00 am to 10.00 pm. If the outside air temperature measured at 18.00h is lower than +1 degree Celsius and the forecasted outside air temperature in the period from 22.00h to 06.00h is lower than 0 degrees Celsius, the production of thermal energy lasts continuously for 24 hours.

14. What are the prescribed temperatures for residential and commercial premises?

Termokos is obliged to achieve and maintain temperatures at 20 degrees Celsius in the residential premises of tariff customers: in living rooms, bedrooms, hallways and kitchens! In toilets (separated) 15 degrees; bathrooms (separate and with toilet) 22 degrees; garages 5 degrees; ateliers 20 degrees Celsius; while the stairs and corridors outside the apartments are not heated. The allowed temperature deviation from the prescribed ones is one (+/ -) degree.

Regarding the business premises, the following temperatures are prescribed: offices 20 degrees Celsius; toilet 15 degrees; corridors and communications 18 degrees and warehouses 10 degrees Celsius. The heating of residential and business premises is determined by measuring the temperature at a height of one meter in the central part of the premises.

15. In what circumstances is the user not obliged to pay the heating bills and when the bill amounts will be reduced?

In cases when in the customer’s apartments, based on their complaints, specialized teams from "Termokos" make the appropriate assessments and depending on the quality of heating provided to customers, are offered certain discounts in percentage. Meanwhile, in cases when the customer is not provided service at all or there is a complete lack of heating he is not billed (zero-value bill). When the measured temperatures in residential or business premises are 12 degrees Celsius and/or below, the tariff customer does not pay for the delivered thermal energy during the stated circumstances, and for all other temperatures that are below the prescribed temperatures, the price for one heating day is reduced by 5%. each degree below.

16. Who is in charge of maintaining home/apartment heating installations?

The owner of the building, i.e. the building management body (Home Owner Association) and/or household owner, takes care of the maintenance of internal heating installations in residential buildings and each apartment. The owner of the facility entrusts the maintenance work to a utility company, other company or entrepreneur who is registered to perform that type of activity by a special contract.

The boundary between the substation and home/apartment heating installations, viewed in the direction of hot water flow, is on the distribution line, the partition valve at the inlet to the heat exchanger, and on the return line the partition valve at the exit of the heat exchanger. This means that, if they do not have a contractual obligation, Termokos maintains the primary and secondary side of the heat substation, not internal heating installation.

17. Who is in charge of replacing the radiator?

If the radiator inside apartment leaks, the repair of which is not possible, the owner of the apartment buys a radiator at his own expense. In coordination with "Termokos" the installation of the radiator can be done by an operator contracted by the owner of the apartment unit, while in cases when “Termokos” is required to do this service, then this is done through the procedure and based on the price list determined by ERO for such services, that are not the responsibility of the company. Please note, Termokos do not charge for any service for installation on the spot, but by issuing invoices to be paid in banks.

18. Who will be in charge for replacing Heat meters, HCA and Thermostatic radiator valves?

It is not yet clarified but during Defect Liability Period Contracting Company has obligation for replacing of all damaged and/or defective equipment’s.

19. When can a radiator valve be replaced and who should I contact?

If the radiator valve has leaked and is out of function, the user contacts the Termokos Dispatch Centre (038-543-210 and 044-555-680 2093-100). Only if the company's expert teams estimate that the valve cannot be repaired will it be replaced. If the user requests the replacement of a valve that is in good condition, the consumer bears the cost of purchasing the valve, its installation and other costs, such as emptying the installation, or refilling with chemically treated water.

20. In what period are expected, technical problems with heating, to be eliminated and when is the temperature in heated rooms measured?

In case of technical or other disruptions in the delivery of thermal energy, the user has the right to request that the problems be eliminated within a reasonable time, i.e. within 24 hours, and no later than two days from the date of receipt of the complaint exclusively to the Dispatch center (phone number:038- 543-210 and 044-555-680). The company is obliged to record any notification of a technical problem in the supply of thermal energy. Within 24 hours, and no later than two days from the receipt of a telephone or written notification, the situation in the substation and at the home/apartment heating installation shall be determined in the minutes.

21. Who pays the costs of disconnecting and reconnecting to the district heating system?

Disconnection of home heating installations from the district heating system is performed at the request of the consumer or in cases when a citizen joins the district heating system without the company's permission (Article 27 of the Law on Energy nr.05/L-052). In these cases, the user must reimburse all necessary costs incurred by disconnection from the district heating system. A consumer who wants to reconnect to the district heating system after disconnecting home heating installations is obliged to obtain documentation and pay the costs incurred due to reconnection in accordance with the provisions of the Law on Thermal Energy.