Heat Trust has put forward plans to allow more heat networks to sign up to the customer protection scheme.


Launched in 2015, Heat Trust is a voluntary stakeholder-led customer protection scheme for the growing heat network sector.

The scheme aims to ensure all heat network customers have access to dependable heat supplies and excellent customer service. It sets consistent customer service standards for the sector based on those in the gas and energy markets and provides customers with the chance to settle disputes independently through the Energy Ombudsman.   

Under current rules, heat networks are required to have a Heat Energy Supply Agreement in place with each customer before they can register with Heat Trust.

However, for many housing associations and local authorities, Heat Energy Supply Agreements are not used, as heat arrangements are often captured in tenancy or leasehold agreements.

Under the new plans the scheme would allow existing heat networks that do not use Heat Energy Supply Agreements to register with Heat Trust, providing that they clearly set out their commitments to specific service standards, terms and conditions – for example, by creating a customer charter.

Heat Trust already covers 51 heat networks across the country and more than 30,000 heat customers.

It is hoped that the rule changes will allow heat suppliers to guarantee thousands more families access to guaranteed customer service by registering their sites with the scheme.

Bindi Patel, Head of Scheme at Heat Trust said: “As more housing associations and local authorities take on the role of heat suppliers, it is important that customers living in their homes feel confident that they are guaranteed dependable heat supplies and high quality service.

“As technology advances and the heat network market grows, it is vital that customer satisfaction remains the top priority for providers. Heat Trust is already driving up customer service standards across the sector and we hope to be able to open up the scheme to more homes with these proposed changes to our Scheme Rules.”

Both the UK and Scottish governments have stated their support for heat networks as part of the transition to a low carbon energy system. The 2017 Clean Growth Strategy states that heat networks could provide between 17-24% of the UK’s heat demand.

In December 2017, the Government’s Heat Network Consumer Survey found that customers living on heat networks registered with Heat Trust received more comprehensive billing information and service interruptions were rectified quicker than on sites that were not registered with the scheme. 

A consultation on the proposed changes to the Heat Trust scheme is now open. A consultation document can be found on the consultations page of the Heat Trust website. Completed consultation responses should be emailed to This email address is being protected from spambots. You need JavaScript enabled to view it. by 17:00 on 27th April 2018

For more information about Heat Trust visit www.heattrust.org


For more information contact Bobbie Hough at Hough Bellis Communications on 07794204268 or email This email address is being protected from spambots. You need JavaScript enabled to view it. 

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.

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.