99.6%
compliance with quality standards
set by the Authority for four services
9.6
minutes average waiting time
at help desks and chance to book
an appointment with an operator
399
thousand analyses
carried out on Group drinking water,
1,100 per day, of which 63% on the
distribution network

The district heating bill

The district heating bill
Euro 2016 2017 2018
Meter rental 26.64 26.64 26.64
Vairable quota 958.14 961.99 1,017.35
VAT 10%/22% 98.48 98.86 104.40
Total 1,083.26 1,087.49 1,148.91

Bill for a residential customer with a natural gas consumption of 1,200 m2 as measured by the meter and of 8,926 kWh of electricity under a residential monomial tariff (80% of Hera’s customers falls within this tariff type and accounts for 20% of the residential volumes sold). Cities considered: Bologna, Cesena, Ferrara, Imola and Modena (weighted average on the basis of the volume served). The bill for Ferrara was calculated excluding the tax incentives recognized due to the prevalent use of geothermal sources. The grey areas show tariff components that are not attributable to Hera.

The average expense for a typical household in 2018 for district heating service is on average about 5.6% higher than in 2017, due to the increase in the wholesale cost of gas, which is a factor of the tariff. In 2016, the Hera Group launched a new rate plan for the district heating service, aimed at families with individual heat meters and with an annual consumption under 25,000 kWh. The new rate plan, called “Nuovo Teleriscaldamento Hera”, offers a price for district heating that is fixed for 30 months, and a monthly fee for the meter rental (free for the first months of activation thanks to a special promotion when the plant was initially offered). This rate plan is designed to protect customers, with a price that does not change for 30 months, from possible increases in energy costs, while providing them with a simple and effective way to understand their consumption. Customers who chose the rate plan at the end of 2016 or in 2017 thus saw their expenditure “protected” both in 2017 and during 2018, a year in which energy prices rose. Households who chose this offer from the end of 2016 to the end of 2017, in many cases, benefitted from a lower cost than the residential monomial tariff. In the case of the average customer as identified above, with an annual consumption of 8,926 kWh, the versions of the offer sold in the period indicated involved a total expense for 2018 ranging from Euro 968.6 to Euro 1,033.24 per year: an estimated saving of between Euro 179.8 and Euro 115.1 per year compared to the monomial tariff, i.e. between 15.7% and about 10.0%. The offer also includes, free of charge, the innovative “consumption analysis” service that allows customers, by simply reading report sent by email, to understand their consumption habits better.