Heat networks customers are mainly complaining to the Energy Ombudsman about billing, according to a landmark report launched today by Heat Trust.

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Following an article on district heating on Radio 5 Live, Heat Trust has made the following statement. 

“Heat Trust is a voluntary scheme that sets the standards for high quality customer service and protection for people living on district heating schemes. Customers on heat networks registered with Heat Trust can refer complaints about their supplier to the Energy Ombudsman in the same way as electricity and gas customers.  It is vital that issues raised by customers are addressed proactively and swiftly. We encourage customers with complaints that are unresolved after eight weeks and are on heat networks that are registered to Heat Trust, to contact the Energy Ombudsman who can investigate their complaint thoroughly and independently.

“The Scheme’s customer service standards are set by an independent committee, with representatives from consumer bodies, local authorities, housing associations, Scottish and UK governments and heat suppliers. We believe all heat networks should be required to meet the service standards set out by the Heat Trust, and this should be a condition of receiving any government funding.”

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6th February 2017

Following an article in The Observer on district heating and customer service, the Heat Trust has issued the following statement:

“At Heat Trust, we believe that value for customers and trust in the sector must be built on a foundation of basic customer protection: clear quality of service, strong minimum standards, and an independent way to settle disputes.

Heat Trust has established a consistent set of service standards that we believe all heat suppliers should provide their customers, and puts in place access to an independent Ombudsman to hold suppliers to account if they fail to deliver those standards.

The Heat Trust Scheme is stakeholder-led, with an independent Committee that is responsible for ensuring the standards set by the Scheme are robust. As Heat Trust moves into our second year we remain committed to working with all stakeholders to help build and grow a fairer, more transparent market for all customers of heat networks.”

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 11th November 2016

Today Heat Trust welcomes Switch2 Energy Limited and its Grafton Square heat network in to membership, extending independent customer protection to 45 heat networks and 27,500 customers.

Bindi Patel, Head of Scheme at Heat Trust said:

“We are delighted that Switch2 Energy Limited has chosen to register its ESCO sites with Heat Trust.

By registering with Heat Trust, Switch2 Energy Limited joins a growing number of ESCO providers that recognise the importance of customer protection and sector-wide standards to provide assurance to customers on the quality of service they can expect from their Heat Supplier.”

Fiona MacDonald, Head of Customer Service at Switch-2 said:

Switch2 Energy Limited is delighted to be registering our ESCO sites with the Heat Trust. We are a strong supporter of all aspects of the Heat Trust and what it stands for; introducing standards of service to the industry and giving customers a higher degree of protection. As a customer focused organisation, we welcome this as an opportunity to continuously strive to improve our service and introduce new initiatives to enhance all aspects of our customer service.”

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Today one of the UK’s largest district heating schemes, the Queen Elizabeth Olympic Park Stratford has joined Heat Trust. Over 2,800 customers who are resident at East Village, formerly the Athletes' Village, will now be protected under the Heat Trust Scheme.

Welcoming East Village to the scheme, Bindi Patel, Head of Scheme at Heat Trust said:

“We are delighted to welcome the Queen Elizabeth Olympic Park Heat Network to Heat Trust. By joining, East London Energy and its parent company, ENGIE, have recognised the importance and value of demonstrating their commitment to providing their customers with excellent service. With this addition Heat Trust is now providing customer protection to 25,500 customers”.

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