Wednesday 20 February 2019

Thousands more people who receive heat through a heat network will now be able to access free independent complaint resolution and minimum customer service standards. Heat Trust, the independent customer protection scheme has extended its eligibility requirements to enable heat network suppliers with Customer Charters, or equivalent, to register. To-date, heat network suppliers have been required to have a Heat Energy Supply Agreement in place with each customer before being eligible to register. 

Head of Scheme Bindi Patel said more than 37,000 customers were already benefiting from being on heat networks registered with Heat Trust and thousands more customers could now have the same protection as a result of the change. 

"The change recognises that many heat network suppliers, particularly housing authorities and local authorities, often capture heating and hot water provision in tenancy or leasehold agreements as opposed to a specific Heat Energy Supply Agreement. 


"By opening up eligibility to these operators who can demonstrate they have clear commitments to specific service standards and terms and conditions in place, we are able to offer Heat Trust benefits to thousands more customers on heat networks across the UK."

The extension of Heat Trust to such operators follows an open consultation.

Virginia Graham of the Renewable Energy Consumer Code (RECC) welcomed the extension of the Scheme. 

“By enabling more heat networks to register with Heat Trust, thousands more customers will be given an assurance dependable heat supplies and high-quality service."