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Customer FAQ

Looking for answers to your heating service questions? Our comprehensive FAQ section is here to help! 

From understanding your invoice and maintenance tips, all the essential topics are covered in this section to ensure your heating system runs smoothly. 

Service

1.Who do I contact if I'm experiencing issues with my heating or hot water?
Here are the steps to follow. 1. Contact your building owner representative and notify them of the problem, either directly or through their emergency call service. 2. If the building owner representative believes the issue to be caused by Lonsdale Energy, they can contact us 24/7 at 604-982-3982. 3. If the building owner’s representative or their emergency call service is unavailable, please contact us 24/7 at 604-982-3982.
2.What can I do if my building's energy system doesn't seem to be working as efficiently as it should?
We work with all building owners to ensure their building has the best energy performance. Please have your building owner (or owner's representative) contact us to speak with a member of our team.
3.Who do I contact to discuss my building's energy performance?
There are many factors that contribute to a building's performance (i.e. type of system, time of year, etc.). We recommend contacting your building owner (or owner's representative).
4.How do I know if my building is connected to Lonsdale Energy?
Lonsdale Energy serves over 110 buildings in the City of North Vancouver, in the Lower Lonsdale, Central Lonsdale, Marine Harbourside and Moodyville neighbourhoods. Click on the "Address Lookup" page on our website to find out if your building is a part of our community energy system.
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General

1.Why is my building connected to Lonsdale Energy?
It is a bylaw requirement that any new residential, commercial, industrial and institutional building greater than 1,000 square metres must connect to the community energy system. That means you may receive space heating, hot water and cooling services from Lonsdale Energy. You may also be connected to other utility providers, like BC Hydro, to power your lights and electronics.
2.How is the City involved with Lonsdale Energy?
Lonsdale Energy is owned by the City of North Vancouver. The City’s Mayor and Council regularly review and approves major initiatives, including any changes to our service rates to ensure our customers receive reliable and competitively-priced heating and cooling services.
3.How much of your energy comes from low-carbon or renewable sources?
In 2023, about 15% came from low-carbon or renewable energy sources; it will increase as we add more energy sources, with our goal to achieve net-zero emissions by 2050.
4.Am I paying for Lonsdale Energy through my property taxes?
No, Lonsdale Energy is fully funded by service fee revenue and has no impact on property taxes.
5.How does investing in low-carbon and renewable energy benefit the public and the wider community?
Taking steps to decarbonize the community energy system will help to provide cleaner air in our community. Leveraging more sources of low-carbon and renewable energy sources allows us to reduce building emissions in the City, which currently accounts for 42% of community-wide emissions. Adding more energy sources into the community energy system will also protect our customers from potential supply chain disruptions and the increasing price of natural gas.
6.As a customer, what actions can I take to reduce my carbon footprint to help fight climate change?
Every resident has a role to play in reducing energy use and emissions. Here are a few things to consider to help reduce your energy use: 1. Turn the temperature down (or off) before you leave home. 2. Take shorter showers and consider installing a low-flow showerhead. 3. Wash full loads when using your dishwasher and washing machine.
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Billing

1.What is a capacity charge?
The capacity charge is a monthly charge for the amount of heating required by a customer.
2.What is a meter charge?
The meter charge is a monthly charge to operate, maintain and read meters.
3.What is a commodity charge?
The commodity charge is a charge per kilowatt hour of heat used by a customer.
4.How is Lonsdale Energy funded?
Lonsdale Energy is fully funded by service fee revenue and has no impact on property taxes.
5.How do I get a copy of my invoice?
Lonsdale Energy provides monthly invoices for services consumed by entire buildings. These invoices are directed to the building owner, which could be a strata corporation, rental property operator, or another organization. To access a copy of the invoice and understand how costs are distributed, we encourage you to connect with your building owner or property management team.
6.Can I pay by credit card?
No, Lonsdale Energy can only receive payments by cheque or EFT payment.
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Is your building connected to Lonsdale Energy?

Find out if you’re a part of our community energy system:
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