In November 2020 Heat Trust consulted on a review of the Scheme Rules relating to metering, billing and Guaranteed Service Payments (GSP). The service standards which participating companies, known as Registered Participants, agree to abide by are set out in Heat Trust’s Scheme Rules. A systematic review of these standards began with those relating to customers in vulnerable situations in 2019, and is now reviewing the next two sections.

Metering and billing are the key points of interaction for most customers with their heat supplier. Customer billing and charges has consistently been one of the top complaint categories over the last three years. When things go wrong or if service is below the guaranteed standard set out in the Heat Trust Scheme, customers may be entitled to compensation, known as Guaranteed Service Payments (GSP).

The responses to the latest consultation have now been summarised and next steps proposed in this report. These will be discussed with the Heat Trust's Stakeholder Committee, which may recommend some changes are put forward as proposals for modification of the standards. 

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