Heat Trust protects you so you can enjoy the benefits of a reliable and sustainable heat network that works for you and keeps you comfortable.

Download our factsheet for a summary about how Heat Trust works (sometimes called our Scheme Information Sheet).

We monitor and ensure our standards are followed by heat network suppliers who are registered with us. See our list and map of all heat network sites registered with Heat Trust so far.  If you notice or suspect any company misusing the Heat Trust logo please inform us immediately.

As an independent consumer champion, funded by the industry, Heat Trust is here for your protection. We do this in three key ways:

Setting the standard

We set the minimum standards of service and customer care you should expect from your supplier to ensure you get a fair, transparent and good value service. Every heat network registered with Heat Trust is monitored and independently audited to check that it is following the rules.

Empowering customers

We can help you understand your rights as a heat network customer and what you should expect from your heating supplier in this new, unregulated market. This means you have the same customer protection you would get from more conventional energy suppliers for gas or electricity. This includes support for consumers in vulnerable circumstances, responding to faults and emergencies, guaranteed service payments for interruptions in supply, metering and billing and complaints handling.

Ensuring fair treatment

We make sure you are treated fairly and your concerns are listened to if you’re not satisfied with your heat network. If something goes wrong, we can help you take control and do something about it, pointing you in the right direction to find the right person to deal with your issue so you don’t waste your time. If necessary, you can access an independent Ombudsman service designed specifically for heat networks.

For more detailed information on the Heat Trust standards and a copy of the Scheme Rules and Bye-laws, please see ‘Our Standards’ section of the website.

Customers on heat networks registered with Heat Trust are able to access the Energy Ombudsman if they have a complaint and remain unhappy with how their heat supplier has managed their complaint. More information on complaints can be found here.

1. If you are considering moving into a property on a heat network, please click here for some things to consider and suggested questions to ask.
2. If you are a customer on a heat network that IS registered with Heat Trust (check here to see the list of registered sites), click here for what you can expect from your supplier.
3. If you are a customer on a heat network that is NOT resgistered with Heat Trust, please see here for some information on existing protections which could apply to you.

Heat Trust has developed a customer Heat Cost Calculator. This tool allows customers served by a heat network to obtain an indication of the cost of heating and hot water with an alternative heating system. The Heat Cost Calculator can be found here. 

Heat Trust also has a Resources section, with information on topics like what is a heat network and what are the kinds of heat sources that might be used, to how heat networks relate to climate change, a history of heating in the UK, key reports and government documents about heat networks, what the future of heat network regulation might look like and key statistics/graphs from our annual reports.