Heat Trust has put forward plans to allow more heat networks to sign up to the customer protection scheme.

Read more ...

The Heat Trust has welcomed a new report from Heat Network Task Force which outlines its recommendations to Government for growing the heat network sector and protecting customers.

It recommends a regulatory framework that would reduce investor risk and require see heat network developers to commit to meeting mandatory customer service standards.

Read more ...

Heat Trust has welcomed findings from the Government’s Heat Network Consumer Survey, released today, which has found that heat networks registered with the scheme are providing better billing and customer service standards for consumers.

Read more ...

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

Read more ...

 

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.”

Read more ...