Heat customers that are served by heat networks registered with Heat Trust will benefit from the standards set out within the Heat Trust Scheme. These standards are designed to be comparable to the service standard required by gas and electricity companies and include: support for consumers in vulnerable circumstances, responding to faults and emergencies, guaranteed service payments for interruptions in supply, metering and billing and complaints handling, including access to the Energy Ombudsman. 

See all sites registered with Heat Trust.

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

Customers will also be 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.

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