Billing

District heating is billed based on the actual heat consumption during the billing period. We send a heating bill monthly.

Residential customers

The heating bill for our residential customers consists of a fixed basic charge and a consumption-based energy charge. For detached and semi-detached houses, the monthly basic charge is based on the building volume of the property.

Business customers

The heating bill for our business customers consists of a peak demand charge, an energy charge, and a return water charge.

Guide to reading your invoice

Estimated annual consumption

• This is a calculated estimate and is not based on actual consumption. It does not affect the total amount of the invoice.

Maximum demand value

• The highest peak demand charge recorded during the billing period. It does not affect the total amount of the invoice.

Return water temperature

• This affects the return water charge, either as a credit or an additional charge. It applies only to business customers during the heating season.

Temperature differential (Cooling)

• The cooling of district heating water describes the temperature difference between the supply pipe entering the property and the return pipe leaving the property.

Peak demand charge

• (shown on the invoice as Demand Charge) is calculated on a rolling three-year basis. The calculation takes into account the five highest hourly demand values recorded during the period. The two highest values are excluded, and the average of the remaining three values is used. The invoice description section shows these three highest values after the exclusion, together with the hours at which they were measured. The billing line shows the resulting peak demand charge based on the average of these three values.
• The peak demand charge can be reduced by smoothing out demand peaks in heat consumption. This can be achieved, for example, through our Energy Optimization service, which includes heat demand response functionality.

Energy charge

• Based on the amount of energy consumed. Customers can influence this charge by monitoring energy use, avoiding unnecessary hot water consumption, minimizing excessive ventilation, and maintaining optimal indoor temperature settings.

Return water charge

• Determined according to the monthly average return water temperature. Charges or credits can be influenced by ensuring that heating equipment is properly maintained and operating correctly, resulting in the lowest possible return water temperature. Our maintenance services can help identify and resolve any equipment-related issues.

Your water bill consists of:

• Water consumption charges based on the amount of water used
• Fixed service charges based on your property and water meter size

Water supply and wastewater services are charged separately.

Billing Schedule

For properties with remotely read water meters, bills are issued four times a year, in January, April, July, and October. Large business customers are billed monthly.

For properties billed based on estimated consumption, bills are issued four times a year: in March, June, September, and December. Three of these are estimated bills, and the fourth is an adjustment bill based on actual consumption.

Meter readings

Most customers have a remote-read water meter and do not need to submit meter readings.

If your meter is not remotely read, you must submit a reading once a year through My Alva, Monitor or our online meter reading service.

Adjustment Bills

An adjustment bill compares your estimated consumption with your actual water use.

• If you have used less water than estimated, you will receive a credit.
• If you have used more water than estimated, the difference will be charged.

Fixed service charges are not adjusted.

Refunds and credits

Credits under €100 are automatically applied to future bills.

Credits of €100 or more are refunded to the bank account you have provided. If no account details are available, the refund will be issued as a payment order.

Payment methods

You can:

• Pay your bills in Oma Alva
• Sign up for e-invoicing, or receive invoices on paper

If you are unable to pay by the due date, you can request additional payment time through Oma Alva.

Your electricity distribution bill consists of a fixed monthly charge and charges based on your electricity consumption. The amount of your bill varies depending on how much electricity you use and the time of year. Electricity bills are usually issued four times a year at three-month intervals.

How your bill is calculated

Your electricity distribution bill includes:

• A fixed monthly service charge
• A consumption-based distribution charge
• Electricity tax

The bill is based on your actual electricity consumption during the billing period. If your home uses electric heating, your electricity consumption – and therefore your bill – may vary significantly between seasons.

• The top section of your bill shows your monthly peak demand, which indicates the highest level of electricity consumption recorded during the billing period.

Please note that your electricity supplier bills electricity supply separately. This charge is not included in your electricity distribution bill.

Managing your bills

You can view copies of your bills and check their status through Oma Alva.

In Oma Alva, you can also:

• Sign up for e-invoicing
• View your billing information
• Manage your customer details

For Kivra users, paper invoices are delivered digitally through Kivra.

Late payments

If you are unable to pay your bill by the due date as a consumer customer, you can request additional payment time through Oma Alva.

For more information, please see our guidance on late payments and payment reminders (in Finnish).