The Heat Trust has welcomed a new report from Heat Network Task Force which outlines its recommendations to Government for growing the heat network sector and protecting customers.

It recommends a regulatory framework that would reduce investor risk and require see heat network developers to commit to meeting mandatory customer service standards.

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Heat Trust has welcomed findings from the Government’s Heat Network Consumer Survey, released today, which has found that heat networks registered with the scheme are providing better billing and customer service standards for consumers.

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Heat networks customers are mainly complaining to the Energy Ombudsman about billing, according to a landmark report launched today by Heat Trust.

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Heat Trust gathers bi-annual monitoring data from each registered supplier on complaints numbers and type, interruptions and their causes, customers on priority services/ vulnerability registers and more. We are in a unique position as the only independent organisation to gather and publish this data annually. Our annual reports also include updates on Heat Trust’s activities, changes in the heat network market, and developments in regulation. Please see below for all of our annual reports.

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Heat Trust Annual Report 2018

Findings from year three

This is our third annual report. Heat Trust now provides protections to 10% of the market. Reflecting on the experience gained over three years, the report sets out key principles to consider as regulation of the market is developed, as well as a summary of performance of heat networks registered with Heat Trust over the previous year.

Download Annual Report 2018





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Heat Trust Annual Report 2017

Findings from year two

This is our second annual report. The report provides a summary of the performance of heat networks that are registered with Heat Trust, and an update on Heat Trust developments and activities, as well as greater detail on interruptions, and case studies from the Energy Ombudsman.

Download Annual Report 2017






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Heat Trust Annual Report 2016

Findings from year one

This is the first annual report from Heat Trust.

It summarises the performance of heat networks that are registered with Heat Trust, and draws out key findings from the first year of operation.

Download Annual Report 2016



Following an article on district heating on Radio 5 Live, Heat Trust has made the following statement. 

“Heat Trust is a voluntary scheme that sets the standards for high quality customer service and protection for people living on district heating schemes. Customers on heat networks registered with Heat Trust can refer complaints about their supplier to the Energy Ombudsman in the same way as electricity and gas customers.  It is vital that issues raised by customers are addressed proactively and swiftly. We encourage customers with complaints that are unresolved after eight weeks and are on heat networks that are registered to Heat Trust, to contact the Energy Ombudsman who can investigate their complaint thoroughly and independently.

“The Scheme’s customer service standards are set by an independent committee, with representatives from consumer bodies, local authorities, housing associations, Scottish and UK governments and heat suppliers. We believe all heat networks should be required to meet the service standards set out by the Heat Trust, and this should be a condition of receiving any government funding.”

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