Heat customers that are served by heat networks registered with Heat Trust will benefit from the standards set out within the Scheme. These standard are designed to be comparable to the service standard required by gas and electricity companies and include: support for vulnerable consumers, responding to faults and emergencies, guaranteed service payments for interruptions in supply, metering and billing and complaints handling, including access to the Energy Ombudsman. 

When a heat network is successfully registered with the Heat Trust Scheme, the customers on the heat network will benefit from the standards set by the Scheme. See all sites registered with the Heat Trust Scheme.

For more detailed information on the Heat Trust Scheme and a copy of the Scheme Rules and Bye-laws, please see ‘The Scheme’ section of the website.

Customers will also be able to access the Energy Ombudsman if they remain unhappy with how their heat supplier has managed their complaint. More information on complaints can be found here.

Heat Trust has also developed a customer Heat Cost Calculator. This tool allows customers served by district heating to obtain an indication of the cost of heating and hot water for an alternative heating system. The Heat Cost Calculator can be found here