Heat Trust protection is aimed at heat energy suppliers who contract with metered or unmetered domestic and micro business properties where the heat customer pays their supplier directly for their heat energy. Although voluntary, the Scheme is supported by government as a self-regulation initiative that recognises best practice. To find out more about joining, please click here

The Scheme sets customer service standards and customer protection requirements we expect heat suppliers to provide. These requirements are comparable to the quality and performance standards for regulated utilities and draw on legislation and industry best practice. As members of the Scheme, suppliers agree to abide by the Scheme Rules and Bye-Laws.

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.

The Scheme includes rules on the following:

  • Support for vulnerable heat customers
  • Heat supplier obligations
  • Heat customer service and reporting a fault or emergency
  • Process for customers joining and leaving
  • Heat meters
  • Heat Interface Units (HIUs)
  • Heat bill and heat charge calculations
  • Heat bill payment arrangements and the management of arrears
  • Suspension and resumptions of service processes
  • Complaint handling and independent complaint handling
  • Privacy policy and data protection