Heat Trust is all about protecting heat network customers.

Low carbon heat networks are changing the way we heat our homes. They are set to play a key role in meeting carbon reduction targets and helping to create a sustainable energy future. The government is investing heavily in these networks and the number of UK households using them is expected to grow rapidly over the next few years.

The heat network sector is diverse, with thousands of individual heat network providers, of all shapes and sizes, but the market is currently unregulated.

Heat Trust launched in November 2015 as an independent, non-profit consumer champion for heat networks that holds the industry to account for the benefit of everyone involved.

We make sure customers enjoy the benefits of heating systems fit for the future by:

  • Applying strict customer service standards to heat suppliers, similar to those for traditional gas and electricity suppliers
  • Providing access to an independent dispute resolution service through the Energy Ombudsman
  • Working with suppliers to promote best practice, innovation and continuous improvement in customer service.

Consumer protection is essential to the long-term success of heat networks. We’re putting in place the foundations of regulations that will protect customers while allowing this exciting new industry to flourish.

The Heat Trust Scheme is managed by Heat Customer Protection Limited – a not-for-profit company, and overseen by a Board and stakeholder Committee. For more information, please see our page on Governance.

An interactive map of all the heat networks that are registered with Heat Trust can be found here, along with a named list of all registered suppliers and sites here.

Heat Trust is managed by Heat Customer Protection Ltd and sponsored by the Association for Decentralised Energy.

For any queries about how Heat Trust works, contact the Scheme Administrator via email or post:

This email address is being protected from spambots. You need JavaScript enabled to view it.

Heat Trust c/o ADE
6th Floor
10 Dean Farrar Street

London
SW1H 0DX

Registered office: as above
Registered in England and Wales: 09456667

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PLEASE NOTE: Disputes between customers and their heat suppliers will not be dealt with directly by Heat Trust. You must first contact your supplier and register your complaint with them. If they are unable to resolve your complaint or you are unhappy with their final decision, you may be able to refer your complaint to an independent dispute resolution service: the Energy Ombudsman. Heat Trust makes provision for this service to be free to customers on Heat Trust Registered Sites and investigates complaints within the Heat Trust remit. For more information, please see the complaints section of the website.

Heat Trust will not investigate complaints or make enquiries on behalf of individuals and will only be able to refer you to the information that is set out in our standards.

Heat Trust is all about protecting heat network customers.

We are an independent, non-profit consumer champion for heat networks that holds suppliers to account for the benefit of everyone involved. We strive to make sure customers enjoy the benefits of heating systems fit for the future by setting the standards they should expect, making sure they are treated fairly and working with suppliers to deliver high-quality customer service.

For information for customers on heat networks about the Coronavirus situation please see our page here.

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