ELCA Frequently Asked Questions

Check out our frequently asked questions for clear, detailed answers on a wide range of topics.

Clear answers for managing your condominium services

Welcome to the ELCA Frequently Asked Questions section, designed to provide clear answers about meter readings and self-readings, consumption allocation, payments, transfer/takeover procedures, and condominium services management. Here you'll find an up-to-date operational summary consistent with the company's activities in the Bologna area and its province. The goal is to simplify the dialogue between administrators and end users, reducing recurring questions and expediting support requests.

If you have any questions, you can find the answers below.

Why choose our services?

In condominiums, the main meter (owned by the utility) records the building's overall consumption; the submeters serve individual apartments and are the owners' responsibility. ELCA manages the entire process of allocating the charges associated with the main meter, oversees the collection of fees, and produces transparent reports for each user, including—where applicable—domestic hot water consumption and items related to central heating.

How to use the services?

We operate in Bologna and all municipalities in the province. To activate the services, the condominium administrator requests a quote, presents the proposal to the meeting, and, once approved, issues the written assignment. At this stage, the meter reading methods (walk-by, remote reading, appointment), the communication channels for self-reading, and the periodic billing schedule are shared.

What are the benefits for users and administrators?

Frequent monitoring of meter readings allows for timely identification of anomalies (e.g., leaks), reducing estimates and adjustments. Billing based on actual consumption—in compliance with the utility's rates and condominium rules for any fixed/variable fees—protects every user, ensuring correct and documented payments. For the administrator, standardized reports and summary statements simplify condominium accounting.

Heat accounting: distribution according to UNI 10200

If the building has heat metering, ELCA manages on-site or remote readings, reports any anomalies in the heat cost allocators/meters, calculates cost allocations according to regulatory criteria, and sends periodic bills to individual users, along with statements for the administrator. The approach is documented, repeatable, and consistent with the system's technical specifications.

What systems can you manage?

ELCA interfaces with the main OMS (Open Metering System) systems, ensuring interoperability between devices from different brands. This allows for greater management freedom over time, facilitates revamping and replacement, and ensures continuous meter readings without invasive interventions in apartments.

What is the adjustment?

The adjustment serves to realign the difference between the amount billed by the utility to the condominium (based on the general meter) and the sum of the bills to individual users (based on sub-meter readings), taking into account shared consumption, tolerances, and apportionment rules approved by the assembly. Proper management of self-readings and reading calendars significantly reduces the need for adjustments.

How many readings per year and how to submit the self-reading?

An ELCA representative (identifiable by a badge) takes two to four readings annually, depending on whether you have cold water only or hot water/heating as well. Users can submit their self-readings via: a meter reader postcard, phone, fax, email (recommended, including a photo of the meter), a branch office, text message, the app, or the customer area on the website. Timely submission of self-readings increases the accuracy of subsequent billing.

How can I pay my bill? Is it possible to pay in installments?

Bills can be paid by postal order, bank transfer, or SEPA direct debit (SDD). Please specify your user code and invoice number in the payment reference. For amounts over €100.00, you can request payment by installments (two or three installments for cold water supplies only; two installments for hot water bills) before the due date. Any installment management fees will be included in the next invoice. Late payments may incur late fees, and any outstanding payments will be reported to the administration or property owner.

Can I use SEPA Direct Debit (SDD) to pay my bank/postal account?

To activate direct debit from your bank or postal account via SDD SEPA Direct Debit (formerly RID), simply complete and submit the SEPA Direct Debit Mandate (forms available through our channels). The request must be signed and accompanied by the account holder's ID.

Transfer, takeover and termination?

To close a contract, you must communicate in writing the date, final reading, and address for sending the last invoice.

For transfers/takeovers, you must provide the following information: address, floor, and interior number of the property being accessed, meter readings, takeover date, personal/tax information of the new owner, and the number of residents. Standard forms (transfers/terminations, SEPA, privacy, etc.) are available through our channels and facilitate the process.

Regulatory information and local references - What is ATERSIR?

ELCA operates in compliance with current regulations and the guidelines of ATERSIR (Emilia-Romagna Territorial Agency for Water and Waste Services), which took over the functions of the previous regional ATOs in 2012. Sector resolutions and tariff updates from the competent authorities are taken into account in the apportionment processes and reflected on the bill, where applicable.

Do you have any questions for ELCA?

Contact us for clarification on ELCA Frequently Asked Questions, for quotes, or to activate services in your condominium.