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.

As an independent consumer champion, funded by the industry, Heat Trust is here for your protection.

Customer TimelineSetting 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.

Download our factsheet for a summary about Heat Trust. See all sites registered with Heat Trust. 

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 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.

  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, we are developing content to help guide you in what you can expect from your supplier.

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