Register With Us
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 and best practice that are comparable to those in the gas and electricity markets. 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.
If you are a heat supplier, the following sets out how registering with Heat Trust can support you:
Get regulation ready
The Energy Bill will introduce statutory Ofgem regulation for the heat network sector in the next few years. You can find out more about this HERE.
Our existing Heat Trust standards are the foundations on which these formal regulations will build and we’re working with Ofgem and government to support a smooth transition. Registering with Heat Trust therefore gives consumers confidence and helps heat network suppliers get regulation ready.
Ofgem and DESNZ say: ‘The Heat Trust's established role in setting industry standards provides a strong foundation upon which the new regulation will build and their continued involvement will aid transition, ensuring continuity, and reducing risk of disruption for the sector and its consumers … [We] encourage parties to follow existing good practice, such as that set out by the Heat Trust.’
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 Registered Participants 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.
Reputation management
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 Registered Participants to raise awareness and understanding of heat networks amongst existing and prospective customers.
Independent audits also provide assurance to heat suppliers, investors, procurers and customers that only heat networks that remain compliant with the Heat Trust standards can retain their registration and display the Heat Trust trademark.
Competitive edge
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 requires Heat Trust registration to award funds - highlighting the importance of customer protection.
Our Registered Participants
The Heat Trust Scheme is operated by Heat Customer Protection Ltd which is a not for profit company limited by guarantee and is sponsored by the Association for Decentralised Energy (ADE).
Registered in England and Wales, company number 09456667.
Registered address: Heat Customer Protection Ltd, c/o ADE, 10 Dean Farrar Street, SW1H 0DX | This email address is being protected from spambots. You need JavaScript enabled to view it. | @HeatTrustUK