Heat Trust FAQs

Heat Trust is an industry code of conduct which puts in place a consistent set of service standards that customers should expect from their Heat Supplier. Launched in November 2015, it also provides customers free access to an independent dispute resolution service through an agreement with the Energy Ombudsman.
In 2013, as part of its heat strategy the Department of Business, Energy and Industrial Strategy (formally DECC) highlighted the need for greater protections for consumers who receive their heat from a heat network, and encouraged industry to bring stakeholders together to address these concerns.

Heat Trust was developed over the subsequent two years, led by the Association of Decentralised Energy in collaboration with wider industry, government and consumer groups.
The Heat Trust scheme is operated and managed by Heat Customer Protection Limited, a not-for-profit company that is owned by the Association for Decentralised Energy.

The Board of Heat Customer Protection Limited is responsible for all the activities of the company. There is a separate independent Committee that oversees the Heat Trust Scheme Rules – the standards we require heat suppliers that join Heat Trust to abide by.

A list of Board members and Committee members can be found here.
Heat Trust protection is aimed at Heat Energy Suppliers who contract with domestic or micro-business customers for their heat and hot water via a heat network. The Heat Supplier applies to Heat Trust to register each heat network they operate. Once registered with Heat Trust, customers can benefit from the standards and protections set by Heat Trust.

FAQs on Heat Cost Calculator

The Heat Cost Calculator is an online tool developed to provide customers living on district or communal heat networks, an indication of what it would cost to heat a similar sized property using an individual gas boiler.
There are few information sources available to help customers get a sense of the cost of district heating compared to an alternative. The Heat Cost Calculator has been developed to provide customers access to better information on the cost of their heating and hot water needs against a common alternative.

It is a starting point. The Heat Cost Calculator is a tool which we intend to improve over time. Feedback from users will help inform future developments and improvements to the information the Heat Cost Calculator can provide customers.
The Heat Cost Calculator is operated by Heat Customer Protection Ltd, which manages Heat Trust. The Heat Cost Calculator has been developed under contract with Energylinx, who are fully accredited under the Ofgem Confidence Code to compare energy costs for domestic consumers.
The Heat Cost Calculator compares against gas central heating as it is the most common type of heating in the UK.

However, for a number of properties, particularly high-rise flats or off-gas grid properties, the correct alternative heating system to compare against would be electric heating.

We do intend to update the Heat Cost Calculator so that is can also compare against electric heating.
The Calculator takes the amount of heat you use (or an estimate if you are unsure) and factors in boiler efficiency, repair and maintenance costs, and the cost to replace a boiler for the size of your property.
Anyone can use the Heat Cost Calculator, but if you live in a rented property or you do not have an individual heat meter, the Heat Cost Calculator is less reliable.

Council / Housing Association properties: Where the landlord is a council or a housing association, customers can be charged in different ways. Some customers pay their heat charge with their rent. Others receive their heat charge as two bills, for example, customer may pay some of their heat charge as part of their rent and other costs such as repairs, as part of their service charge.

Some councils and housing associations homes do not have separate meters to record how much heat each customer is using, so bills may be a share of heat and hot water used by the whole building.

Private rented sector: For customers that rent from a private landlord, there are some costs that would be borne by the landlord as the owner of the property, such as the cost of installing a replacement boiler or boiler repair and maintenance. These costs may be passed-on to the customer in rent.

Due to the variation in billing methods, the Heat Cost Calculator assumes that a single heat bill is provided. Therefore, the Heat Cost Calculator will be most relevant to owner-occupiers that receive a single heat bill from their heat supplier.
The Heat Cost Calculator is a guide, not an accurate assessment. It is for information purposes only and is not intended to show whether or not your heat price is fair. If you have any concerns about your heat charge, you should contact your supplier directly.

I do not know how much I have paid in one year, can I still use the Heat Cost Calculator?
Yes, you can still use the Calculator, but the result will not be accurate as the Calculator will still calculate the annual cost for heating and hot-water for a home using a gas boiler.
Yes. If you do not know how much heat you have used, the Calculator will use an estimate based on the size of your property.
Please choose the one that is the closest match.
The Calculator says I would be paying less if I had a gas boiler. Will my supplier lower my price?
The Heat Cost Calculator is purely for information purposes only. Due to competition rules, Heat Trust and associated resources cannot comment on heat prices or comment on contract design. If you have concerns about your heat price, please contact your supplier to discuss your concerns.
For a property with an individual gas boiler, gas is received from the national gas network, which is then used within the property to provide heating and hot water. The costs of servicing the boiler, repairs, insurance and replacement of a boiler are separate additional costs, on top of the gas bill.
For a property on a district heating network, all the costs associated with heating a home are typically within a single heat bill. This includes the cost of the fuel (e.g. gas, biomass), repair, servicing and maintenance costs, and metering and billing costs.
In order to provide a more like-for-like comparison, we take into account boiler replacement, repair and maintenance costs.
All of the quotes used are within two standard deviations away from the mean. This principle is used to remove substantial outliners. The average of the quotes is used by the Calculator.
To make the Calculator as transparent as possible, we have only used publically available data. This allows customers using the Calculator to understand exactly how the calculation is made. Other analysis has used unpublished data which Heat Trust is not able to verify and customers cannot access.
The information you provide and the results that the Calculator produces will be held by Heat Trust. We may, as part of a wider project, share results from the Calculator with the Department for Business, Energy and Industrial Strategy.

All data is collected and held in line with the Data Protection Act as set out in our data protection policy.

No personal data is collected by Heat Trust.
Yes. We would welcome feedback on the Heat Cost Calculator via our feedback survey which you can access here.
If you have a problem with the tool, try refreshing the webpage. If this does not work, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it.