Chilled water usage for CCS is calculated separately from other utilities-related charges like electricity, water or gas. As such, a separate line item appears on your bill specifically for CCS usage. There is no overlap between your CCS usage and your other utilities-related charges.

why-is-there-chilled-water-usage-charge-on-my-utilities-bill

Why is there chilled water usage charge on my utilities bill?

The CCS chilled water Usage Charge Rate is reviewed and adjusted quarterly, and is calculated as follows:

Usage Charge = Metered quantities of Supply for the billing period in units of kilowatt-hours refrigeration (kWrh) x prevailing consumption Usage Charge Rate ($/kWrh)

The CCS Usage Charge covers the capital costs for the chiller plant and network pipes, operations and maintenance, CCS-related electricity and water consumption, and projected cooling energy consumption.

The current CCS Usage Charge Rate is published at <a href="https://mytengah.sg/centralised-cooling/chilled-water-usage-rate" target="_blank">https://mytengah.sg/centralised-cooling/chilled-water-usage-rate</a>.

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

How is my chilled water bill calculated? 

The CCS chilled water usage rate is reviewed and adjusted quarterly, and the current rate is published at <a href="https://mytengah.sg/centralised-cooling/chilled-water-usage-rate" target="_blank">https://mytengah.sg/centralised-cooling/chilled-water-usage-rate</a>.

what-is-the-current-chilled-water-usage-charge

What is the current chilled water usage charge? 

CCS usage is waived during the testing &amp; commissioning and defects rectification period.&nbsp; In addition, Tengah customers have not been billed for CCS usage until 31 December 2023 as a gesture of goodwill.

If you require any clarification on your bill, please contact our customer service hotline at 1800 2255 111.

will-i-need-to-pay-for-ccs-usage-while-my-ccs-is-undergoing-testing-and-commissioning-defects-rectification

Will I need to pay for CCS usage while my CCS is undergoing testing and commissioning /defects rectification? 

Meaningful cost comparisons need to be done on a like-for-like basis, as the CCS system and operations, using chilled water cooled by centralised chillers outside homes, differs from the conventional air-conditioning system.

&nbsp;

Savings are projected in terms of CCS life cycle costs savings. CCS life cycle costs are calculated based on costs for hardware, equipment replacement and maintenance, and monthly CCS usage, over a 20-year period. The projected CCS life cycle cost savings are computed in comparison with a conventional split unit air-conditioning system.

&nbsp;

At the current monthly CCS usage rate of 10 cents/kWrh, based on our projections, customers will be able to enjoy life cycle savings of up to 30 per cent savings versus a conventional split unit air-conditioning system, over a 20-year period.

what-is-the-ccs-life-cycle-costs-savings-how-much-can-i-save-from-the-ccs-as-opposed-to-the-normal-air-conditioning-units

What is the CCS life cycle costs savings? How much can I save from the CCS as opposed to the normal air conditioning units?

If you require any clarification on your bill, please contact our customer service hotline at 1800 2255 111.

i-have-a-query-on-my-ccs-usage-bill-what-should-i-do

I have a query on my CCS usage bill. What should I do?

The CCS &ldquo;Usage Charge Rate&rdquo; is the prevailing dollar per kilowatt-hours refrigeration (kWrh) of Supply or $/kWrh rate. It reflects the following:

<ul>
	<li>Capital costs for the chiller plant and network pipes, operations and maintenance, projected cooling energy consumption,</li>
	<li>Prevailing residential electricity energy charge in S$ per kWh (excluding GST) as published quarterly on <a href="https://www.spgroup.com.sg" target="_blank">www.spgroup.com.sg</a>,</li>
	<li>Prevailing domestic potable water prices, water borne fees, water consumption taxes as published on the PUB website, and</li>
	<li>Consumer Price Index (CPI) published by the Department of Statistics, Singapore.</li>
</ul>

&nbsp;

how-does-sp-group-calculate-the-usage-rate-charges-for-chilled-water

How does SP Group calculate the usage rate charges for chilled water? 

Customers who require assistance can email us at <a href="mailto:tengahsupport@spgroup.com.sg" style="color:#0563c1; text-decoration:underline">tengahsupport@spgroup.com.sg</a> or call us at 1800 2255 111.

how-do-i-contact-sp-for-assistance

How do I contact SP for assistance?

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. Similar to the smart electricity and water meters, the 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?

You can monitor the CCS consumption through the SP App.

how-can-i-track-my-ccs-consumption-myself-to-know-how-much-i-am-using

How can I track my CCS consumption myself to know how much I am using?

SP provides a 30-day cooling off period when customers sign the Installation Agreement. During this cooling off period, customers can decide to terminate the Installation Agreement by giving one week&rsquo;s written notice and they will not incur any charges for the termination.

However, if the customer chooses not to proceed with the CCS after the cooling off period, but before the installation of the FCUs, piping and cabling, SP will collect 35 per cent of the installation charge from the customer. 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. Once these are installed, customers will have to pay the full Installation charge if they choose not to proceed with the CCS. 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):

Table 1&nbsp; 

<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”)?

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 for 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 SP receives the cancellation request after the 30-day cooling off period, the cancellation charge the customer is required to pay will be based on when SP receives the request for cancellation &ndash; before or after the installation of FCUs, piping and cabling.

i-have-submitted-my-cancellation-request-under-the-installation-agreement-before-the-start-of-installation-process-but-have-not-received-confirmation-on-it.-am-i-required-to-pay-the-full-cancellation-charge-contract

I have submitted my cancellation request under the Installation Agreement before the start of installation process but have not received confirmation on it. Am I required to pay the full cancellation charge? 

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? 

Customers should report any defects within 14 calendar days after key collection. To minimise inconvenience for CCS customers, we aim to resolve all issues reported by customers within 10 business days from the day of the initial inspection.

how-long-does-it-take-to-attend-to-defect

How long does it take to attend to defects?

The standard warranty of 12 months will start upon key collection, as the FCUs and remote controls will be handed over to the customer at key collection and the customer will be able to have a full access to the CCS indoor units. During the warranty period, the CCS will be covered against any manufacturing defects, rectification or repair works. 
&nbsp;

SP offers 2- and 4-year extended warranty packages that cover FCU-related defects. Please refer to your extended warranty agreement for full details. 
&nbsp;

In addition, customers who have collected or will be collecting keys on or before 31 December 2024 will enjoy an additional 6-month warranty covering CCS piping and trunking within their flat. This additional warranty begins upon the end of the 12-month standard warranty period, and runs concurrently with any extended warranty package purchased by the customer.

is-there-any-warranty-for-ccs-if-there-is,-then-what-would-the-warranty-cover-and-how-long-would-the-warranty-period-be-maintenance-warranty

Is there any warranty for CCS? If there is, then what would the warranty cover and how long would the warranty period be? 

The standard warranty will start from the date of HDB&#39;s key collection date that is announced for your block.

when-will-the-start-of-standard-warranty-be-determined

When will the start of standard warranty be determined?

The additional warranty will cover defects of the chilled water piping and trunking within each flat.

what-does-the-additional-warranty-for-ccs-piping-and-trunking-cover

What does the additional warranty for CCS piping and trunking cover?

This additional warranty is offered to all CCS subscribers who have collected and are collecting the keys to their flats by 31 December 2024. These customers will receive an additional 6-month warranty on defects relating to chilled water piping and trunking within their flats.

who-is-eligible-for-this-additional-warranty-on-ccs-piping-and-trunking

Who is eligible for this additional warranty on CCS piping and trunking?

This additional warranty on chilled water piping and trunking is offered free of charge by SP Group. It offers an added reassurance and peace of mind to all customers on the integrity and reliability of the CCS.

do-i-have-to-pay-for-this-additional-warranty-on-ccs-piping-and-trunking

Do I have to pay for this additional warranty on CCS piping and trunking?

This additional warranty specifically covers defects of the chilled water piping and trunking within each flat. The optional extended warranty that some customers purchased covers FCU-related defects. For customers who purchased the extended warranty on their FCUs earlier, the coverage starts once the 12-month standard warranty ends. It will run concurrently with this additional warranty on the CCS piping and trunking within their flats.

with-this-additional-warranty-on-ccs-piping-and-trunking-what-happens-if-i-purchased-the-extended-warranty

With this additional warranty on CCS piping and trunking, what happens if I purchased the extended warranty?

For residents who are getting their flats in 2025, you will receive a full 12-month standard warranty for your CCS from the date that you collect your keys.

will-i-be-covered-by-the-additional-warranty-programme-on-ccs-piping-and-trunking-if-i-am-only-getting-my-flat-in-2025?

Will I be covered by the additional warranty programme on CCS piping and trunking if I am only getting my flat in 2025?

To report any defects, please scan the CCS QR code that is located in your kitchen.

how-can-i-report-any-defects

How can I report any defects?

The Extended Warranty option is only available for purchase within 90 days of the official key collection date released by HDB.

why-am-I-unable-to-see-the-option-of-extended-warranty-in-the-SP-app-only-servicing-plan-is-available

Why am I unable to see the option of Extended Warranty in the SP app? Only servicing plan is available. 

If you have previously purchased a servicing package through SP Home Cooling, you may call the Tengah hotline at 1800-2255-111 to book your next servicing appointment.&nbsp;&nbsp;

If you wish to purchase a servicing plan, you may do so via the SP app with the below steps:.&nbsp;

<ul>
	<li>
	Go to More and tap on MyTengah icon
	</li>
	<li>
	Tap Proceed if you are a registered CCS customer
	</li>
	<li>
	Select the option Buy Extended Warranty &amp; Servicing
	</li>
	<li>
	Enter your premises details and choose your preferred servicing options
	</li>
	<li>
	Read and acknowledge the Terms &amp; Conditions
	</li>
	<li>
	Proceed to in-app payment via PayNow QR code
	</li>
</ul>

how-can-I-book-servicing-appointment-for-my-ccs-fan-coil-units

How can I book servicing appointment for my CCS fan coil units?

We understand that unforeseen circumstances may arise, hence the need to reschedule appointments. However, to ensure the best possible service and minimize disruptions, we kindly request that you adhere to your scheduled appointment time whenever possible. You may call the Tengah hotline at 1800-2255-111 to request for a change of your servicing appointment and we will do our best to accommodate to your request.&nbsp;

how-do-I-change-my-servicing-appointment-booking?

How do I change my servicing appointment booking? 

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

To check your servicing balance and expiration dates, please call the Tengah hotline at 1800-2255-111 for assistance.&nbsp;&nbsp;&nbsp;

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? 

Yes, you may purchase servicing plans via the SP app.&nbsp;Alternatively, you may call the Tengah hotline at 1800-2255-111 for assistance.&nbsp;

i-am-a-ccs-subscriber-but-I-do-not-have-any-fan-coil-unit-servicing-plan-with-sp-group-can-I-still-engage-sp-group-to-do-servicing-for-my-fan-coil-units

I am a CCS subscriber, but I do not have any fan coil unit servicing plan with SP Group, can I still engage SP Group to do servicing for my fan coil units? 

You may purchase Servicing plans conveniently via the SP app.&nbsp;Alternatively, you may call the Tengah hotline at 1800-2255-111 for assistance.&nbsp;

what-are-the-fan-coil-unit-servicing-plans-and-where-can-I-purchase-it

What are the fan coil unit servicing plans and where can I purchase it? 

Fan coil unit servicing covers the following:&nbsp;

<ul>
	<li>
	Cleaning and inspection of Fan coil unit panel&nbsp;
	</li>
</ul>

<ul>
	<li>
	Cleaning and inspection of air filters&nbsp;
	</li>
</ul>

<ul>
	<li>
	Cleaning of fan blower&nbsp;
	</li>
</ul>

<ul>
	<li>
	Check for water spot marks&nbsp;
	</li>
</ul>

<ul>
	<li>
	Vacuum drain pipe and drainage outlet&nbsp;
	</li>
</ul>

<ul>
	<li>
	Ensure Wi-Fi connectivity readiness&nbsp;&nbsp;
	</li>
</ul>

what-does-the-fan-coil-unit-servicing-cover

What does the fan coil unit servicing cover?

Extended warranty covers these Fan coil unit parts:&nbsp;

<ul>
	<li>
	Fan Motor&nbsp;
	</li>
</ul>

<ul>
	<li>
	Fan Rotor&nbsp;
	</li>
</ul>

<ul>
	<li>
	Printed Circuit Board&nbsp;
	</li>
</ul>

<ul>
	<li>
	Thermistors&nbsp;
	</li>
</ul>

what-does-the-extended-warranty-plan-cover

What does the Extended Warranty Plan cover?

While simple filter cleaning is recommended from time to time, it is advisable to service your fan coil units at least twice a year. Heavy usage may require more frequent servicing to maintain optimal performance and efficiency of your fan coil units.&nbsp;

how-often-do-I-need-to-carry-out-servicing-for-my-fan-coil-units

How often do I need to carry out servicing for my fan coil units?

Regular servicing of your fan coil unit will help to maintain optimal performance and efficiency of your CCS fan coil unit. The benefits include:&nbsp;

<ul>
	<li>
	Cleaner and cooler airflow&nbsp;
	</li>
</ul>

<ul>
	<li>
	Energy and cost savings&nbsp;
	</li>
</ul>

<ul>
	<li>
	Increase FCU lifespan&nbsp;
	</li>
</ul>

<ul>
	<li>
	Prevention of condensation issues&nbsp;
	</li>
</ul>

<ul>
	<li>
	Diagnose irregularities&nbsp;
	</li>
</ul>

what-are-the-benefits-of-servicing-my-fan-coil-unit-regularly

What are the benefits of servicing my fan coil unit regularly?

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Customers should report any defects within 14 calendar days after key collection. Issues reported are typically attended to by the next business day, and we aim to resolve these within 10 business days.

how-long-does-it-take-to-attend-to-defect-key-updates

mytengahsg

The CCS Usage Charge Rate is reviewed and adjusted quarterly, and the current rate is published at <a href="https://www.mytengah.sg/centralised-cooling/chilled-water-usage-rate" style="color:#0563c1; text-decoration:underline">https://mytengah.sg/centralised-cooling/chilled-water-usage-rate</a>.

We completed a review of the CCS Usage Charge Rate. Effective 1 January 2024, the revised rate will be 13.2 cents/kWrh (before GST).

Although a Usage Charge Rate of 20.38 cents/kWrh was previously published on the website, Tengah customers have not been billed at this rate, as SP is performing an added CCS quality assurance service check on all flats for customers who collect their keys on or before 31 December 2023. Meanwhile, as a gesture of goodwill, SP will waive the CCS Usage Charge for all customers until 31 December 2023.

FREQUENTLY ASKED QUESTIONS