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.