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Thursday 10 May 2018
Heat Trust welcomes the Competition and Markets Authority’s (CMA’s) announcement that is has provisionally concluded there is a need for a statutory regulatory regime for heat networks.
Responding to the announcement, Bindi Patel, Head of Scheme said:
“Today’s announcement from the CMA is supported and welcomed by Heat Trust.
“The initial finding that there is a need for a statutory regulatory regime for heat networks concurs with our view that all customers, on all heat networks, should be assured of reliable heat supplies, excellent service and access to independent redress.”
Heat Trust responded to the CMA’s Statement of Scope and is pleased to see the CMA is considering steps in a number of areas already highlighted by Heat Trust. This includes ensuring customers are provided with clear information on heat network, better pre-transaction information and improvements to the information provided by Energy Performance Certificates (EPCs).
The CMA has also proposed requiring heat suppliers to comply with rules on price and quality in long-term contracts and the development of industry–wide performance metrics.
Bindi continued:
“As shown by the BEIS Consumer Survey and referenced by the CMA in its report, the standards set by Heat Trust, including support for vulnerable customers, guaranteed service payments for interruptions, access to the Energy Ombudsman and providing clear terms of service, are delivering positive benefits to both customers and the market.
“We look forward to engaging with the CMA as it finalises its report and with other stakeholders on developing a sustainable and proportionate regulatory framework that works for all customers”.
ENDS
Notes to editors:
Heat Trust launched in November 2015. It sets out a common standard in the quality and level of customer service that heat suppliers should provide their customers. These are designed to be comparable, as far as possible, to the standards set in the regulated energy market. It also provides an independent process with the Energy Ombudsman for settling complaints between customers and their heat supplier. This service is free for customers to access.
Heat Trust has grown to 53 heat networks and approximately 33,000 customers.
Heat Trust has put forward plans to allow more heat networks to sign up to the customer protection scheme.
The Heat Trust has welcomed a new report from Heat Network Task Force which outlines its recommendations to Government for growing the heat network sector and protecting customers.
It recommends a regulatory framework that would reduce investor risk and require see heat network developers to commit to meeting mandatory customer service standards.
Heat Trust has welcomed findings from the Government’s Heat Network Consumer Survey, released today, which has found that heat networks registered with the scheme are providing better billing and customer service standards for consumers.
Heat networks customers are mainly complaining to the Energy Ombudsman about billing, according to a landmark report launched today by Heat Trust.
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