The audit process allows Heat Trust to monitor a Registered Participant’s compliance with the Heat Trust Scheme, and assess the impact and effectiveness of the Scheme Rules and Scheme Bye-Laws.

Registered Sites will be audited once every five years, unless risk factors for consumer detriment are identified, in which case audits will be conducted more frequently.

Audits are conducted independent of the Heat Trust Scheme through independent auditors. 

The audits assess both the information and the level of service provided by the Supplier, checking against key standards of the Heat Trust Scheme. A high-level overview of the evidence sought in our audits can be found in Appendix 1 of the Audit Guidelines for Registered Participants, see below. These Guidelines should be read in conjunction with the Scheme Rules and Scheme Bye-Laws.

Audit Guidelines for Registered Participants

FAQs on audits

All audits are undertaken by independent Auditors appointed under contract by Heat Customer Protection Ltd.
All heat networks registered with Heat Trust will be audited at least once every five years. An audit can take place earlier if the heat network receives a significant number of complaints, or if the Scheme Administrator has reason to believe that an audit would be beneficial.
An audit can be desk-based or site-based. The audit assesses both the information and service provided to the customer, and overall compliance with Heat Trust's standards. The process is set out in Heat Trust's Bye-Laws and guidance has been prepared for the Registered Participants. 

The process will constantly evolve as new sites register and new issues in the market are identified.

Yes. There were trials of the audit process to allow independent auditors to provide feedback on the process before finalising the audit procedure. Formal audits are now underway.

See our most recent annual report for an update on the latest audits (page 22 of our 2018 annual report).

If a heat network fails an audit then the Registered Participant has a chance to submit a remediation plan for how they will address any short-comings. If the failure is severe, a non-compliance panel will be convened to decide what action should be taken, including if the heat network can remain part of Heat Trust.