Please drop us an email at <a href="mailto:tengahsupport@spgroup.com.sg">tengahsupport@spgroup.com.sg</a> and we will follow up with you accordingly. We will endeavour to invoice you if there are any amounts payable within 2 weeks.

how-do-i-notify-sp-if-i-no-longer-want-to-proceed-with-the-ccs-and-how-long-will-it-take-to-process-my-request

How do I notify SP if I no longer want to proceed with the CCS and how long will it take to process my request? 

If the customer chooses not to proceed with the CCS after signing up, SP will collect 35 per cent of the installation charge from the customer if the request is made before the installation of the FCUs, piping and cabling. This is because cost and resources would have been incurred to secure supply and contracts for CCS installation.

When the flat is ready, SP will install the FCUs, piping and cabling within the flat. If the cancellation request is made after these works are completed, customers will have to pay the full installation charge. This is to cover the cost of the CCS equipment and installation.

Nonetheless, taking into account feedback from this early batch of customers and the initial issues encountered, as a further gesture of goodwill, SP will reduce the payment to be collected by 50 per cent in the event of cancellation.

Table 1 below presents an illustration of the estimated amounts which customers will have to pay based on the number of FCUs installed at the prevailing prices (Exact amount will be based on your Installation Agreement):

<img alt="" src="/dam/mytengahsg/themes/mytengah/assets/images/faq/Tengah-Media-Statement-FAQ-5.png" style="height:100%; width:100%" />

can-i-terminate-the-agreement-for-installation-of-equipment-for-centralised-cooling-services-installation-agreement-contract

Can I terminate the Agreement for Installation of Equipment for Centralised Cooling Services (“Installation Agreement”)?

The refund will be made to the registered CCS customer via cheque within one month.

how-will-i-receive-my-refund

How will I receive my refund? 

For customers who may not be able to proceed with the Installation Agreement because of financial constraints, and may need some level of financial assistance, we will offer to work with them on an instalment plan. Please contact us to discuss a suitable arrangement.

can-i-get-any-financial-assistance-for-the-repayment-of-cancellation-charge

Can I get any financial assistance for the repayment of Cancellation Charge? 

Before the scheduled TOP for your unit, you will receive an email notification from SP for the payment of your CCS subscription. The amount reflected in the email notification is subject to GST. You can make payment for your CCS subscription by scanning the PayNow QR code via SP app.&nbsp;NETS or credit card payment is available only at the our SP Customer Service Centre.

After payment is completed, an invoice showing the total amount, inclusive of GST, will be to you via email.

how-can-i-make-payment-for-my-CCS-fan-coil-units

How can I make payment for my CCS Fan Coil Units (FCUs)?

Your CCS chilled water usage will be reflected as a separate line item in your household&#39;s monthly consolidated SP Utilities bill. Payment can be made using the various options offered by SP Services.

how-do-I-pay-for-my-chilled-water-usage

How do I pay for my chilled water usage?

Yes, U-Save rebates can be used to offset your utilities bill proportionately, including chilled water usage.

will-I-be-able-to-use-the-U-Save-rebates-to-offset-my-bill-for-CCS-chilled-water-usage

Will I be able to use the U-Save rebates to offset my bill for CCS chilled water usage?

If you are facing any temporary financial difficulties, you may approach SP Services for assistance. Please write in to tengahsupport@spgroup.com.sg or call the Tengah Hotline at 1800-2255-111. Cases will be reviewed on a case-by-case basis.

i-am-facing-some-financial-difficulties-or-unable-to-pay-for-the-CCS-monthly-usage-bill-can-I-pay-for-CCS-FCU-with-CPF-through-instalments

I am facing some financial difficulties or unable to pay for the CCS monthly usage bill. Can I pay for CCS FCU with CPF / through instalments?

Once you have received your key collection notification from HDB, please inform us via email (tengahcooling@spgroup.com.sg) or contact your Service Ambassador.

We will advise you on making CCS FCU and an appointment for CCS handover to receive a welcome pack at your new flat at Tengah. You have up to 14 days to do so from your key collection day.

After 14 days, reservation of your preferred date is subject to availability. Your SP Utilities supply must be activated prior to the CCS handover session.

will-there-be-any-information-on-CCS-provided-for-me-prior-key-collection

Will there be any information on CCS provided for me prior key collection?

Once you have completed your key collection at HDB Hub, proceed to SP Customer Service Centre at Level 9 to:

<ul>
	<li>Open SP Utilities account online via the SP app</li>
	<li>Make payment for your CCS FCU by scanning the Paynow QR code via SP app</li>
	<li>Receive a briefing on the CCS Chilled Water Supply Agreement</li>
	<li>Make appointment for your CCS FCU handover&nbsp;</li>
</ul>

Your SP Utilities supply must be activated prior to the CCS handover session.

what-will-happen-on-the-day-of-key-collection

What will happen on the day of key collection?

Your CCS chilled water will be activated within 2 working days after payment for your FCUs is made. Upon activation of your utilites account, billing for CCS consumption will commence together with your other utilities.

what-happens-when-my-SP-Utilities-account-is-activated

What happens when my SP Utilities account is activated?

You will be required to show your HDB Lease Agreement and ID for verification purposes.

what-documents-do-I-need-to-prepare-for-CCS-handover

What documents do I need to prepare for CCS handover?

You will meet our SP representative at your Tengah unit and receive:

<ul>
	<li>A demonstration of turning on/off your FCU</li>
	<li>Information on how to use the SP app to manage CCS</li>
	<li>CCS Welcome Pack (instruction guide, troubleshooting, support hotline, etc)</li>
	<li>A handover e-document for signing off</li>
</ul>

what-wil- happen-during-the-CCS-handover-at-my-Tengah-unit

What will happen during the CCS handover at my Tengah unit?

During the handover, a portable WiFi will be provided for FCU pairing demonstration. For assistance, you may write in to tengahsupport@spgroup.com.sg or call the Tengah Hotline at 1800 2255 111.

what-happens-if-there-is-no-WiFi-available-at-my-premises-during-the-handover-will-the-SP-representative-still-be-able-to-demonstrate-the-smart-features-that-comes-with-the-FCU

What happens if there is no WiFi available at my premises during the handover? Will the SP representative still be able to demonstrate the smart features that comes with the FCU?

If you are unable to be present for the handover, you can authorise someone to act on your behalf. Kindly ensure the person has a copy of your lease agreement and access to your premise.

what-if-I-cant-make-it-for-the-CCS-handover

What if I can’t make it for the CCS handover?

On top of water, gas (where applicable) and electricity usage, your consolidated bill will also reflect chilled water usage and any credit adjustments where applicable.

what-will-be-reflected-in-my-monthly-bill

What will be reflected in my monthly bill?

Your standard warranty starts upon key collection of your new unit at Tengah.

when-does-my-standard-warranty-start

When does my standard warranty start?

Your standard warranty will start upon key collection, as the FCU and remote control will be handed over to you at key collection, and you will be able to have full access to the CCS fan coil units.

what-happens-if-I-move -into-my-house-only-6-months-after-key-collection-can-my-standard-warranty-start-only-after-I-move-in

What happens if I move into my house only 6 months after key collection? Can my standard warranty start only after I move in?

The extended warranty covers the following movable parts, including replacement of these parts, for the CCS fan coil unit only:

<ul>
	<li>Fan Motor</li>
	<li>Fan Rotor</li>
	<li>Printed Circuit Board</li>
	<li>Thermistors</li>
</ul>

Labour is provided at no charge during working hours. Additional charges apply after working hours.

what-is-covered-in-the-extended-warranty

What is covered in the extended warranty?

The optional parts and accessories listed below are chargeable for replacement and labour:

<ul>
	<li>Evaporator assy</li>
	<li>Air filter</li>
	<li>Remote control</li>
	<li>Control valve</li>
	<li>Front cover (for wall-mounted fan coil unit)</li>
	<li>Steam cleaning</li>
	<li>Cutting &amp; opening of ceiling access holes</li>
	<li>Installation-related materials such as fittings, trunking &amp; insulation</li>
	<li>Any alteration by third parties on the design, modifying of parts &amp; etc. that indirectly contributed to parts or system failure</li>
</ul>

what-is-not-covered-under-the-extended-warranty

What is NOT covered under the extended warranty?

You may decide based on your usage. We encourage users to arrange for regular servicing to ensure your FCU is in optimal condition throughout its operating lifespan.

do-I-have-to-purchase-a-servicing-package

Do I have to purchase a servicing package?

You may purchase servicing package anytime via the SP app.

how-do-I-purchase-a-servicing-package

How do I purchase a servicing package?

General servicing includes:

<ul>
	<li>Fan coil unit panel cleaning</li>
	<li>Cleaning &amp; inspection of air filters</li>
	<li>Fan coil unit functionality check</li>
	<li>Checks for water spots</li>
	<li>Vacuum drainpipe &amp; drainage outlet</li>
	<li>Clean fan blower</li>
	<li>Check Wi-Fi connectivity readiness&nbsp;for FCU smart pairing (upon&nbsp;customer&rsquo;s request only)</li>
</ul>

what-will-the-servicing-work-include

What will the servicing work include?

Like conventional air-conditioning, we strongly recommend to service your FCU 2-4 times a year, depending on the usage. Higher servicing frequency of at least once in 2 months is highly recommended.

how-often-should-I-service-my-FCUs

How often should I service my FCUs?

Engaging a third party contractor will result in your warranty being voided if your hardware is found to be tampered with. We encourage residents to purchase servicing packages through SP. You can be assured of the quality of these packages. For any enquiries, you may call the SP dedicated hotline or email us.

can-I-use-third-party-contractor-for-my-FCU-servicing-within-warranty-period

Can I use third party contractor for my FCU servicing within warranty period?

We encourage residents to purchase servicing packages through SP. You can be assured that the quality of these packages. For any enquiries, you may call the SP dedicated hotline or email us.

does-that-mean-that-I-can-engage-a-3rd-party-contractor-after-my-warranty-expires

Does that mean that I can engage a 3rd party contractor after my warranty expires?

Yes, all servicing packages purchased are registered and tied to the FCU ID and your Tengah address. Hence, if you are renting your unit out, please inform SP if you do not wish to activate your servicing packages.

can-my-tenant-use-the-SP-app-to-activate-servicing-and-maintenance-for-my-CCS

Can my tenant use the SP app to activate servicing and maintenance for my CCS?

Rescheduling and cancellation of appointments can be done 7 working days in advance via the SP app. We encourage customers to adhere to their appointments as this helps minimise disruptions to the servicing schedule.&nbsp;

how-do-I-reschedule-cancel-my-servicing-appointment

How do I reschedule / cancel my servicing appointment?

We encourage customers to reschedule or cancel their servicing appointments at least 7 working days in advance. For urgent changes within 7 working days of the appointment date, please contact us via the Tengah hotline at 1800 2255 111 and our team will assist you.

i-cant-reschedule-or-cancel my-booking-via-the-SP-app

I can't reschedule or cancel my servicing appointment via the SP app.

If we are unable to carry out servicing on the scheduled date due to a missed appointment, the servicing session will be considered utilised, in accordance with our servicing terms. Missed appointments are non‑refundable. You may make a new booking via the SP app.

what-happens-if-I-miss-my-servicing-appointment

What happens if I miss my servicing appointment?

If no one is present at the premises at the scheduled appointment time, and servicing cannot be carried out, the servicing session will be considered used and is non-refundable, in accordance with our servicing terms. You may book a new servicing appointment via the SP app.

what-happens-if-no-one-is-home-during-my-servicing-appointment

What happens if no one is home during my servicing appointment?

Unutilised servicing sessions in a 12-month period cannot be carried forward to the next 12-month period under the Servicing Term. Please ensure that your servicing credits are utilitised within its active duration.

can-I-carry-forward-unused-servicing-balances-to-the-following-year

Can I carry forward unused servicing balances to the following year? 

We understand that circumstances may arise that prevent you from utilising your servicing credits before expiration. However, servicing credits must be used within their validity period as reflected in the SP app, and extensions are typically not granted unless otherwise specified. We encourage all our customers to check their expiration date and servicing balance regularly to help with advance planning.

my-servicing-package-has-expired-and-I-have-unutilised-servicing-credits-is-it-possible-to-extend-the-validity-of-these-credits

My servicing package has expired, and I have unutilised servicing credits. Is it possible to extend the validity of these credits?

Your chilled water bill is calculated based on the usage within your household. From the BTU meter installed outside your premise, your actual chilled water usage is based on the metered consumption, in units of kilowatt refrigerant hours (kWrh), multiplied by the prevailing chilled water usage rate ($/kWrh).

For current CCS Usage Charge Rate, please refer to <a href="https://mytengah.sg/centralised-cooling/chilled-water-usage-rate">Chilled Water Usage Rate</a>.&nbsp;

how-is-my-chilled-water-bill-calculated

How is my chilled water bill calculated? 

Households that have signed up for CCS will have a separate meter for chilled water usage housed in a dedicated riser outside the unit to track chilled water usage, similar to water and gas meters. The chilled water usage will then be reflected as a separate line item in your household&#39;s monthly SP Utilities bill. There is no overlap between your chilled water usage and other utilities-related bill.

how-will-my-chilled-water-usage-be-reflected-in-my-utilities-bill

How will my chilled water usage be reflected in my utilities bill?

The CCS chilled water rate is fixed every three months and is reviewed on a quarterly basis.

You may refer to the current rate published at <a href="https://mytengah.sg/centralised-cooling/chilled-water-usage-rate.">Chilled Water Usage Rate</a>.

does-SP-offer-a-fixed-chilled-water-rate-is-there-any-promotional-rate-if-I-sign a-2-year-contract-similar-to-the-open-market-for-electricity

Does SP offer a fixed chilled water rate? Is there any promotional rate if I sign a 2-year contract, similar to the open market electricity contract?

Your CCS usage bill is dependent on your preferred lifestyle such as desired thermal comfort levels, number of persons in the household and frequency of use. We encourage users to monitor their consumption via the SP app and to achieve chilled water usage efficiency.

My-neighbour-who-uses-conventional-aircon-set-the-same-temperature-and-duration-as-my-CCS-will-his-monthly-bill-be-lower-than-mine

My neighbour who uses conventional aircon set the same temperature and duration as my CCS, will his monthly bill be lower than mine?

Your CCS consumption is tracked by a separate CCS chilled water meter that records the amount of chilled water that your FCU uses for air-conditioning. Like smart electricity and water meters, CCS meters are remotely transmitted and digitally recorded.

how-does-sp-group-track-and-monitor-my-ccs-consumption

How does SP Group track and monitor my CCS consumption?

To achieve optimal performance with the CCS system - balancing comfort and energy efficiency, it is recommended to set your Fan Coil Unit (FCU) temperature to 24&deg;C. This setting helps maintain a comfortable indoor climate while ensuring efficient use of chilled water and energy.&nbsp;

what-is-the-ideal-FCU-temperature-setting-to-achieve-optimal-performance-for-CCS

What is the ideal FCU temperature setting to achieve optimal performance for CCS?

You may need to check if the valves in the CCS riser outside your unit and/or isolator inside your unit are turned on. You may also want to check the FCU setting on the remote control. You may refer to the CCS Turn-on Checklist provided in the CCS Welcome Kit for details.&nbsp;&nbsp;

In addition, dirty filters and irregular servicing of FCUs can significantly reduce their efficiency.

my-fcu-is-not-cold-what-should-i-do

My FCU is not cold, what should I do?

Some common causes include a misaligned or clogged drainpipe, or dirty air filter. Do ensure that your FCUs are serviced regularly.&nbsp;&nbsp;

why-is-there-water-dripping-from-my-FCU

Why is there water dripping from my FCU?

MyTengah&nbsp;Care+ is a new&nbsp;programme&nbsp;for CCS subscribers in Tengah, offering 3 years of warranty&nbsp;for workmanship-related issues on the CCS piping,&nbsp;trunking&nbsp;and insulation&nbsp;and 3 years of FCU servicing by SP (twice a year), plus regular FCU health checks, scheduled together with servicing&mdash;all at no additional cost to you.&nbsp;

what-is-mytengah-care+-programme

What is MyTengah Care+ Programme?

The 3-year warranty&nbsp;starts&nbsp;from&nbsp;your&nbsp;HDB&nbsp;Key Collection Date.&nbsp;Do note that you&nbsp;will enjoy this benefit&nbsp;only if you sign up for&nbsp;MyTengah Care+&nbsp;Programme.

when-does-mytengah-care+-3-year-warranty-start

When does MyTengah Care+ 3-year warranty start?

It covers workmanship defects in the installation of piping,&nbsp;trunking&nbsp;and insulation of your CCS.&nbsp;&nbsp;

what-is-included-in-the-3-year-warranty-of-piping-trunking-and-insulation

What is included in the 3-year warranty of piping, trunking and insulation?  

Fan coil unit (FCU) servicing&nbsp;entitlement&nbsp;starts from&nbsp;1&nbsp;December&nbsp;2025 or&nbsp;your&nbsp;HDB&nbsp;Key Collection Date, whichever is later, and lasts for three years.

when-does-mytengah-care+-3-year-ccs-fcu-servicing-start?

When does MyTengah Care+ 3-year CCS FCU servicing start? 

Our CCS technicians will clean the FCU filters, drainpipes, and fan blowers, and check the CCS piping and&nbsp;trunking&nbsp;to help&nbsp;maintain&nbsp;your system in&nbsp;optimal&nbsp;condition.&nbsp;

what-is-included-in-the-ccs-fcu-servicing-and-health-checks

What is included in the CCS FCU servicing and health checks?  

Click here&nbsp;&ndash;&nbsp;<a href="https://forms.office.com/Pages/ResponsePage.aspx?id=_hpUhehHo0O_o8-v4F5r1N-oWAbaRXBOpm1UlrPq6-ZUQU5OOVYyMExUU1BONkQ3SEs0UjBGSE9WMS4u">Sign Up for MyTengah Care+</a>.&nbsp;Upon verification, you will receive a confirmation email.&nbsp;

how-do-I-sign-up-for-mytengah-care

How do I sign up for MyTengah Care+?

Upon receipt of the&nbsp;MyTengah&nbsp;Care+&nbsp;welcome&nbsp;letter,&nbsp;you may&nbsp;proceed&nbsp;to book your next servicing appointment via our hotline&nbsp;1800 2255 111&nbsp;or email&nbsp;<a href="mailto:tengahsupport@spgroup.com.sg" rel="noreferrer noopener" target="_blank">tengahsupport@spgroup.com.sg</a>.&nbsp;&nbsp;

how-do-I-book-servicing-appointments-after-signing-up

How do I book servicing appointments after signing up? 

Yes. We&nbsp;will issue a refund&nbsp;of&nbsp;the&nbsp;amount equivalent to the&nbsp;number of&nbsp;unutilised&nbsp;and unexpired&nbsp;sessions&nbsp;under your existing package.&nbsp;Do note that&nbsp;we will&nbsp;process the refund&nbsp;only&nbsp;upon your successful sign-up&nbsp;for&nbsp;the&nbsp;MyTengah&nbsp;Care+&nbsp;Programme.&nbsp;

If your&nbsp;previous&nbsp;package has been fully&nbsp;utilized&nbsp;or has expired, no refund will be&nbsp;issued.&nbsp;You&nbsp;remain&nbsp;eligible to sign up for&nbsp;MyTengah Care+&nbsp;Programme&nbsp;and enjoy its benefits.&nbsp;

will-I-be-refunded-if-I-have-an-existing-servicing-package-with-sp-group? 

Will I be refunded if I have an existing servicing package with SP Group? 

If you qualify for a refund, you will receive an email confirmation after successfully signing up for the MyTengah Care+ Programme.&nbsp;Your refund will be issued&nbsp;via&nbsp;PayNow&nbsp;to your designated account, within&nbsp;30&nbsp;days from the date&nbsp;stated&nbsp;in the confirmation&nbsp;email.&nbsp;

how-and-when-will-I-receive-my-refund-for-the-unutilised-servicing

How and when will I receive my refund for the unutilised servicing? 

No,&nbsp;the&nbsp;refund applies&nbsp;only&nbsp;to&nbsp;unutilised&nbsp;servicing sessions&nbsp;within the Servicing Term of your current CCS servicing package with SP Group.&nbsp;Your FCU extended warranty&nbsp;remains&nbsp;valid until its expiry date under the Extended Warranty &amp; Servicing Bundle.&nbsp;

i-purchased-extended-warranty-&-servicing-bundle-does-the-refund-apply-to-extended-warranty-too

I purchased Extended Warranty & Servicing Bundle. Does the refund apply to Extended Warranty too? 

No,&nbsp;unutilised&nbsp;servicing sessions in a&nbsp;12-month&nbsp;period cannot be carried forward to the next 12-month period in the Servicing Term.&nbsp;&nbsp;

FREQUENTLY ASKED QUESTIONS