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We have summarised the most important questions and answers for you here.
ista specialises in measuring and billing energy consumption.
ista Netherlands has been helping residents save energy for 70 years.
We specialise in measuring and billing the personal consumption of heat, water, gas and electricity in buildings with an energy installation for all residents. Every year, we provide billing services for more than 320,000 homes in the Netherlands.
We do this on behalf of the property manager. To this end, we measure the consumption of all homes in a building and calculate the costs for all residents.
ista is sometimes thought to be an energy company. This is not the case. ista is an independent organisation and is responsible for installing the meters, recording the meter readings, maintaining the meters and preparing the personal bills. In most cases, your property manager will settle the amount you have overpaid or need to pay with you. Your property manager may also have outsourced this to ista.
No. ista is not an energy supplier. People sometimes think that ista is an energy company, but this is not the case. ista therefore does not earn more or less depending on how much or how little you consume. We supply and install meters on behalf of your property manager. This allows us to see how much each resident consumes in the building where you live. We use this consumption data, the necessary resident details and the total costs of the building and/or tariffs to prepare a personalised bill for each resident.
We carry out this work for housing associations, owners' association administrators, commercial property managers, private owners' associations, administrators and installers.
At ista Nederland, we want to offer you the best possible service. However, there may be occasions when you are not satisfied with our service. We will do our best to resolve your complaint as quickly and effectively as possible. Here you can read how we deal with complaints.
Step 1. Do you have a complaint? Let us know!
There are several ways to submit your complaint to us. Please always include the following information:
1. Fill in the Response Form. Click on this link for the response form.
2. In writing: Send your complaint by post to: ista Nederland B.V. Customer Service Department Nieuwpoortweg 11 3125AP Schiedam
Step 2: We will let you know that we have received your complaint
Once we have received the response form with your complaint, you will immediately receive a confirmation of receipt by e-mail. For complaints sent by post, a member of staff will contact you by telephone within two working days to confirm receipt.
Step 3: Handling your complaint
We will do our best to handle your complaint as quickly as possible. If it takes longer, we will let you know. We will also let you know when you can expect a response from us.
The employee will carefully investigate your complaint and assess whether a solution is possible. If necessary, we will contact you for additional information.
We will, of course, treat your data with care and record your complaint without mentioning your personal details.
Step 4: Solution and response
You will receive a written response from us with:
Please contact us if you have any questions
Do you have any questions about our complaints procedure? Please feel free to contact us on 010-24 55 700 or via info@ista.nl.
We appreciate your feedback, as it helps us to continue improving our services to you.
Here you will find the most important questions about repairs and moving house.
Meters have been installed on the radiators to measure the heat consumption of all residents. This allows the total energy costs of the building to be divided fairly (according to consumption), and each resident pays for the heat they have consumed.
If one of your meters is broken, please contact ista Netherlands immediately (telephone number 010 2455700). Whether we can process your report immediately or first need an order from your property manager depends on the agreement your property manager has made with us.
If you wish to make any changes to your radiators, please contact ista Nederland (telephone number 010 2455700). Whether we can process your request immediately or whether we first need instructions from your property manager depends on the agreement your property manager has made with us.
Please contact your property manager to report any issues with your radiators.
If you are moving house, please contact ista Nederland (telephone number 010 2455700). We will be happy to help you and provide you with the right advice based on the agreements your property manager has made with us.
You will see on the statement
No, you cannot calculate your heating costs yourself using your meter readings. This is because:
You can find information leaflets about various bills here.
A conversion factor is used to convert the meter readings on the meters. Conversion is necessary because every meter mounted on the radiator has the same counting speed. The capacity of one radiator is greater than that of another, which means that one radiator emits more heat than the other. That is why the meter readings must be converted using a conversion factor. Each meter has its own conversion factor, which is determined by the capacity of the radiator on which the meter is mounted.
When installing the meters on the radiators, our engineers record the details of the radiators. This includes the brand of the radiator, the type of radiator (panel, sectional, wall convector or designer radiator), the length, width and height of the radiator, the number of plates, the number of columns or ribs and the convection. Once all the data has been entered into the computer system, the power of the radiator is calculated, as well as the corresponding conversion factor.
You will find the conversion factors for your radiators on your bill under point 3 'Overview of meter readings and determination of your consumption'. The meter reading is multiplied by the conversion factor associated with the radiator. This is how we calculate your consumption.
There may be several reasons why your bill is higher than last year:
This depends on the agreements your administrator has made with us in this regard. Please contact ista Netherlands (telephone number 010 2455700). We will be happy to help you and give you the right advice.
You can find the brochures for our meters here. These brochures explain how to read the meter and what the information means.
You can view your consumption via the web portal and the ista app. You can compare this consumption with your consumption in a previous billing period and with the average consumption in the building in which you live, for example. You can use our web portal and app if your property manager has signed up for this Monitoring with ista service. You can view the demo version via this link: Log in - my ista.
You can also read your consumption yourself on the meter. You can find information about this in our brochures and in the video about how the meters work: Brochures and videos | ista.
Debicasso is the additional service offered by ista Netherlands, which allows us to settle heating and/or water costs directly with you (the resident/tenant).
You pay your monthly advances to ista and ista pays the monthly advances to your energy supplier. At the end of the billing period, ista will settle any additional payment or refund with you. With the Debicasso service, we take over the aforementioned administrative tasks from your property manager. ista Nederland is not an energy company.
In the first year of billing by ista Netherlands, your heating and/or water consumption patterns are not yet known. Your advance payment in this first year will therefore be the amount specified to us by your property manager. The same applies to new residents. In that case, we will also use the advance payment amount provided by your property manager for the first year. Once we have prepared your bill, we will be able to see whether your monthly advance payment amount has been sufficient, too high or too low. We will then adjust your advance payment amount to your consumption.
Your advance payment will be debited via direct debit around the first of the month.
No, unfortunately it is not possible to debit your advance payment on a different date via direct debit.
Yes, you can adjust your advance payment amount.
You can do this by sending an email to debicasso-administratie@ista.nl with your desired advance payment amount. You will receive confirmation of this.
If you wish to reduce your advance payment amount, please note that you may have to pay extra at the end of the next billing period. Your advance payment amount can be reduced by up to 10%. You may request that we reduce your advance payment amount, even though your administrator has agreed with us not to reduce the proposed advance payments. In such a situation, we will contact you.
If you have paid by giro collection form and the amount has been debited from your account, you can assume that your payment will reach us within a few days.
Payment by direct debit is the best way to ensure that your monthly advance payment reaches us on time.
Yes, you can. You can authorise us by completing the authorisation form and sending it to us. The address is on the form. You do not need to affix a stamp.
You can also easily authorise us for direct debit via the residents' portal. If you are not yet registered, please send an e-mail to debicasso-administratie@ista.nl, with your address details, requesting access to the residents' portal. We will then send you the login details you need to access the residents' portal.
Yes, you can view and print data such as your invoices and statements via the residents' portal. If you have already registered for this, you can log in again with your email address and your own password via the following link: https://debicasso.istanederland.nl
If you have not visited the residents' portal before, please send an email to debicasso-administratie@ista.nl. Please include your name and address and, if known, your customer number. You will find your customer number on all letters from ista Nederland. We will then send you an email explaining how to log in.
Housing associations and property managers send us details of moves in their residential buildings so that we can arrange advance invoices for the new tenants.
If, for example, you rent in the private sector and deal with a landlord, the landlord must notify us of your move. As a tenant, you cannot register with ista. In this case, you can send ista the landlord's details. ista will then contact the landlord. Of course, you can also ask the landlord to contact the Debicasso department by telephone.
Based on your final statement and your monthly advance payments, we calculate the amount you will receive back or have to pay additionally. These amounts are also settled by ista Nederland. This means that you will receive a refund from us or have to pay us an additional amount.
If you have received a reminder from us even though you have already paid, please contact us. We will then check whether your payment and the reminder crossed paths or whether something else is going on. To ensure that you do not miss any payments, you can of course always opt for direct debit.
The following information is required to prepare your final bill.
Once all the information is complete, we will first request approval from your property manager. Once your property manager has given their approval, we will arrange the cost allocation for your residential building and the final statement for each resident within six weeks.
If your account number is known to ista Nederland, the payment will be transferred to your account number within 30 days. If we do not have your account number or if you wish to change it, please send an email to debicasso-administratie@ista.nl.
If you wish to change your bank account number, please send us an email with the new details to debicasso-administratie@ista.nl. You will receive confirmation of this change.
You can also easily change your bank account number yourself via the residents' portal. If you are not yet registered, please send an email to debicasso-administratie@ista.nl with your address details, requesting access to the residents' portal. We will then send you the login details you need to access this portal.
When you receive your bill depends on the agreements your administrator has made with us. In many cases, you will receive an interim bill based on an interim meter reading. Your administrator can inform you how your energy and/or service costs are settled with your advance payment.
If your home has radio-readable meters, you do not need to do anything. ista Nederland reads the daily readings of these meters remotely. This allows us to calculate your bill using the meter readings on the date of your move.
If you do not yet have radio-readable meters, it is advisable to have an interim reading taken in good time when you move house. This ensures that both the departing and new residents receive an accurate bill. Your property manager can advise you on how to arrange this.
Are you selling or buying a property where ista Nederland provides the Debicasso service? If so, please complete the change form below and send it to ista, Debicasso department. The address details are on the form. This will enable us to process your move in our records in good time.
Change form
Yes, it is possible to arrange a payment plan with us. You can do this by sending an email to
debicasso-administratie@ista.nl with your proposed plan. We will then contact you as soon as possible.
The easiest way to request a payment arrangement is to contact us by telephone on 010 245 58 54.
Reporting a death? Our condolences on your loss.
During this difficult time, we are happy to take as much off your hands as possible. We understand that you already have enough on your mind.
Would you like to report a name change?
Would you like to terminate the contract?
Will the partner or another surviving relative continue to live in the house?
Let us know and we will process it in our records. You will also receive a confirmation email so that you know exactly where you stand. You must also notify the property manager.
Do you have access to the ista resident portal? If you wish, we can arrange this for you.
We wish you all the best.
Please contact us by telephone or submit your question via the response form.
