While Heat Trust acts as a consumer champion for the heat networks sector, we're not an advice service, campaign organisation or charity. Citizens Advice (for England and Wales) and Advice Direct Scotland provide free advice to consumers about heat network issues. Please contact these organisations for general advice and assistance as follows:

• Citizens Advice: 0808 223 1133 / citizensadvice.org.uk/heat-networks
• Advice Direct Scotland: 0808 196 8660 / energyadvice.scot

Heat Trust can’t intervene in individual consumer complaints and you should always complain directly to your heat supplier in the first instance. If after eight weeks you’re still not satisfied with the outcome, or you’ve received an earlier ‘deadlock’ letter from your supplier, you can take your complaint to the independent Energy Ombudsman free of charge. You can find more information about how to complain here.

You may also find the following pages on our website helpful:

• About heat networks

• Questions to ask before moving into a property on a heat network

• Understanding your heat charges

• Use our Heat Cost Calculator

• How to make a complaint

• List of Heat Trust registered heat networks 

The following organisations may also be able to help with heat network issues in some circumstances:

• The Housing Ombudsman (for England), the Public Services Ombudsman for Wales, or the Scottish Public Services Ombudsman (SPSO), if you’re a social housing resident and your heat network complaint is part of a wider housing complaint against your housing provider.

• The Leasehold Advisory Service (LEASE), if you’re a leaseholder in England or Wales and your heat charges form part of your leasehold service charges.

• The Property Ombudsman (TPO) or the Property Redress Scheme (PRS), if you’re a leaseholder or private rental tenant in England or Wales and your complaint is about your property managing agent or your letting agent.

• The New Homes Ombudsman or the Consumer Code for Homebuilders, if your issue relates to mis-selling during the sale and purchase of a new-build property in England, Wales or Scotland.

• Shelter, if your heat network issue is part of a wider housing problem such as risk of eviction.

• Your local MP (who you can contact using the guidance here).

• Your local councillor (who you can look up here).

• Your local Trading Standards office (who you can look up here), if your complaint is about unfair trading or unfair contract terms.