Friday 05 April 2019

Heat Trust welcomes the Minister of State for Energy and Clean Growth’s open letter to all heat network operators on improving customer service. Noting that government intends to legislate, the Minister calls for industry to improve consumer experience by building on existing good practice now, rather than waiting for regulation.

The Rt Hon Claire Perry MP said:

I encourage all owners and operators of heat networks who are not currently registered with Heat Trust and who do not offer equivalent standards to consider joining. The quality standards that the voluntary scheme sets out will give your consumers important reassurance and protections.

Heat networks will play a significant role in meeting heat decarbonisation targets, with expectations that up to 1.5million households will be served by a heat network by 2030.  It is vital that as the sector evolves customers are assured service standards that are comparable to the rest of the energy market.

In welcoming the letter, Bindi Patel, Head of Scheme for Heat Trust said:

"Heat networks need to work for customers, and at Heat Trust we have been working to promote better customer service practices in the heat network sector since 2015. The standards we set are designed to ensure customers benefit from a level of service and protection that is comparable to the rest of the energy market.

 

“We support the call for regulation, but proactive action is needed now. We welcome the Minister’s letter encouraging all heat networks to join Heat Trust. With over three years’ experience, Heat Trust can support the market to ensure heat suppliers are equipped and prepared for future regulation.

 

“We also recognise that as the market evolves, so too should our standards. We are keen to work and engage with all types of suppliers to understand their needs and help inform future development of the scheme.”

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

ENDS

Download press release

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.

In 2018, Heat Trust consulted on expanding the Scheme by allowing those sites without Heat Customer Supply Agreements to join if they provide equivalent protections, e.g. a customer charter. As a result, there is the potential for thousands more customers to benefit from the same protections. The Heat Trust Scheme Rules were amended to include this change from 1 April 2019.

For more information on the consultation click here.

• Prev
• Next