The District Heating Plant “Termokos” provides various services to its consumers. These services include heat generation and supply for warming up apartments, public institutions, and other buildings in its service areas.
Guidelines for New Consumers:
Guidelines for New Consumers:
This Request should contain the address of the facilities, the type of facility (destination), the planned installed power or heating surface, and the investor’s records. The consumer should also submit the following documents: the construction permit issued by the Municipal Assembly of Prishtina, the ownership certificate, a copy of the plan, the project documents.
The installed power is the power of heating bodies in a building, which, based on preliminary calculations, is defined in the design documents.
The heat surface is an internal space, in which the heating bodies are installed, including the inner surface that has no heating bodies, but is foreseen to be heated from the rest of the space according to the project documents.
Upon receiving the prior consent, the access applicant should adjust the secondary installation project, which includes all secondary installations up to the thermal substation. After finalizing the secondary installation project and receiving the construction permit from MC Prishtina, the applicant may submit a request to POE “Termokos”J.S.C, for the energy consent. A written request should be submitted to POE“Termokos”J.S.C with the subject: “Request for granting the energy consent”. The necessary documents for the application include:
- The secondary installations project compiled and adopted by the authorized company.
- Urban Permit, and
- Other documents required from prior consent
The energy consent contains the address of the building, the type of building, the heat power displayed in the KW, the data for the project document, the technical data on the type and connection site and the remarks for the project documents.
The primary part of the thermal substation regulates the pressure and amount of water circulation within the installations of the building. The secondary part of the thermal substation manages the heat fluid circulation in all secondary installations of the building.
When a building is connected to the district heating network, a heat test is conducted initially. During this test:
- The investor-applicant must eliminate any issues identified during the release of heat into the thermal substation, check the functioning of installed equipment, secondary internal installations, and address any defects that prevent the desired temperature from being achieved in the heating spaces.
- After overcoming such obstacles, thermal tests must be conducted, and the system adjustments should align with technical conditions and standards.
- Changes to household installations, particularly those related to thermal substation presented in the project on which the energy consent has been given, must not occur without the consent of POE “Termokos”J.S.C. Any modification made in compliance with “Termokos”must also be documented in the project, with POE “Termokos”JSC agreement.
The consumer- applicant, submits a written request to POE “Termokos” J.S.C for permanent heater power supply. A commission from POE “Termokos” J.S.C, along with representatives of the investor and the person responsible for the heating installations, assesses the suitability of the substation and heating installations for normal and safe operation. During this verification process, special minutes are prepared to document the appropriateness of the work and confirm that all conditions for permanent heating supply have been met. Additionally, the thermal substation is formally accepted and handed over for maintenance. During the acceptance and handover process, the investor must provide:
- A copy of the Building Permit;
- Guarantee Lists and Equipment Instructions for operating the installed equipment and warranty period;
After the completion of the testing phase and based on the afore mentioned documents, the transition to permanent thermal power supply is made. The supply contract between POE “Termokos”J.S.C and the new consumer is then signed.
Consumers Complaint and Request Form
Complaint and Request
Questions
The most frequent questions
The heating season runs from October 15th through April 15th of the following year. Based on the legal acts in force, the heating season can be shortened or extended depending on climate conditions. If the climate conditions are favorable, the heating season may start after October 15 or end before April 15 of the following year. In cases where low temperatures persist for three consecutive days before the legal deadline for the start of the heating season, or if cold weather continues after April15, exceptional heating supply is allowed at most from October 1st to April 30th, in compliance with the specific preconditions set by the lawful acts in force.
Since the commencement of heat supply through the cogeneration system, the schedule for all consumers is 24 hours incessantly throughout the heating season.
The calculation of heating expenses for consumers of POE “Termokos” J.S.C, is based on the square meter heating surface. The data for the heating surface of the residential building is obtained from the Residential Public Enterprise, the investor for new buildings, or directly from consumers by presenting the purchase contract.
From the 2023/2024 heating season, POE “Termokos”J.S.C plans to implement a new billing method based on consumption in all apartments and shops. New metering devices for energy consumption have already been installed within the project “Prishtina Heat Save”.
These devices will enable consumers to pay only for the energy they have consumed.
Heating invoices can be paid at the payment offices within the POE “Termokos” J.S.C premises, Kosovo Post points, banks, and Microfinance Institutions such as Western Union, MoneyGram, Ria and Finser. The payment period is 15 days after the invoice is delivered to the consumer.
According to the Law on Central Heating, POE “Termokos” J.S.C is legally responsible for maintaining the heating system up to the metering point of the thermal substation or the heat exchanger within the thermal substation. However, the maintenance of secondary installations within residential buildings is typically the responsibility of the Household Council or an authorized company. Since the legal powers of Household Councils or authorized maintenance companies are not clearly defined by law, POE “Termokos”J.S.C also provides services for maintaining the secondary network.
The Price List for interventions in the secondary network is public and approved by ERO.
When new buildings or a new consumer needs access (be connected) to the district heating system, they have the right to choose their secondary installations at their own expense. The company, which carries out the secondary installations, is required to maintain them for at least two years. After the expiration of this period, POE “Termokos” J.S.C will take over the maintenance of these installations until the responsibility issue for secondary installations is resolved.
Complaints about heating quality can be submitted to the Complaint Receipt Office at POE “Termokos” J.S.C, located at “28 November “street, no.181, or by telephone at: 038/543-210 & 044/ 966-150.
If consumers have complaints about the calculation of heating costs, then they should address them to the Supply Department of the Customer Service at “28 nëntori”street, no. 181, Pristina.
If you have complaints about the conduct and work of the POE “Termokos” J.S.C field teams, you can address your complaint by telephone at 038/543-210, or in writing to POE “Termokos” J.S.C, “28 November “street, no.181, Pristina.
If a consumer is requesting a radiator or valve replacement, then the request should be submitted to the Distribution Department, specifically to the teams assigned in the field. The replacement of these devices is carried out based on the price list approved by ERO. The replacement of relevant equipment is conducted by the teams assigned to such tasks. It is worth noting that such interventions should be carried out during the summer months or during the months when POE “Termokos” J.S.C is not providing heat, so that the regular heat supply is not interrupted.
According to the consumer’s demand for disconnection from the heating system, POE “Termokos” J.S.C disconnects the secondary installations from the district heating network. Furthermore, if the consumer is illegally connected, i.e., without permission, then POE“Termokos”J.S.C will disconnect the consumer from the district heating system. In these cases, the consumer will pay for the damage caused by his/her illegal connection. The amount the consumer is obliged to pay is regulated by law and subsidiary acts in force. If, during the disconnection process, the consumer wishes to be again reconnected, then he/she is obliged to submit all necessary documentation and pay for the reconnection costs according to the general regulations of energy supply.
An illegal connection refers to any consumer connection to primary or secondary heating installations without prior written consent from POE “Termokos” J.S.C.
In case of property purchase, whether residential or business premises, the new owner has the right to apply for the name conversion of the old owner. In such circumstances, the new owner is required to provide the contract on space purchase, validated by the competent court. Together with the old owner, they must pay off any remaining debt on the old consumer’s account. After completing this procedure, the name conversion to the new owner is made, and the supply contract with the new owner is signed.