Heat networks are set to play a key role in meeting carbon reduction targets and helping to create a sustainable energy future. Effective consumer protection is essential to the long-term success of the heat network market. Satisfied customers are the fuel for future growth.
Registration with Heat Trust provides assurance to customers and investors that their heat supplier will meet sector-wide service standards that are comparable to those provided in the rest of the energy market. It also enables an independent process for settling disputes between heat suppliers and their customers.
Please see our factsheet: An overview for heat suppliers for a summary of the key points or watch this video for an introduction to Heat Trust.
By registering with Heat Trust, heat suppliers will benefit from a code of conduct that provides:
The government is currently working on plans to regulate the heat network market and encourages all providers to register with Heat Trust as soon as possible to prepare for upcoming regulation.
As the leading source of customer care expertise within the industry, we can help you prepare for the regulation ahead and future-proof your business to meet your responsibilities to customers without this being a burden. Get on board to help shape the future regulatory framework and create a sustainable energy network fit for the future that benefits your customers and your business.
Where appropriate, this will lead to development of specific guidance documents and templates that members will be able to access and use. Publicly available guidance and templates can be found here.
The forum is also used to communicate Heat Trust updates, future developments and feedback from the independent Heat Trust Committee.
Heat Trust is here to support all heat network suppliers. We can share our extensive experience and best practice to enhance customer protection processes you may already have in place to help you do the right thing by your customers.
Heat Trust also develops and provides customer-facing information, supporting its members to raise awareness and understanding of heat networks amongst existing and prospective customers.
By providing clear evidence of your quality standards, Heat Trust accreditation can give you a competitive edge when it comes to winning new contracts or obtaining government funding. And of course, it means less time and resource dealing with customer complaints.
The service is provided by the Energy Ombudsman and operates in the same way as the service provided to gas and electricity customers.
The Scottish Government, through its district heating loan fund also require Heat Trust registration to award funds, highlighting the importance of customer protection.