Today one of the UK’s largest district heating schemes, the Queen Elizabeth Olympic Park Stratford has joined Heat Trust. Over 2,800 customers who are resident at East Village, formerly the Athletes' Village, will now be protected under the Heat Trust Scheme.

Welcoming East Village to the scheme, Bindi Patel, Head of Scheme at Heat Trust said:

“We are delighted to welcome the Queen Elizabeth Olympic Park Heat Network to Heat Trust. By joining, East London Energy and its parent company, ENGIE, have recognised the importance and value of demonstrating their commitment to providing their customers with excellent service. With this addition Heat Trust is now providing customer protection to 25,500 customers”.

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Monday 17th October 2016 

Consumer protection a vital part of Government’s heat network investment requirements

Consumers will be placed at the heart of new Government backed heat schemes according to a major new initiative launched today.

Applications to the Heat Networks Investment Project (HNIP) for funding to support the development of heat networks will be required to sign up to consumer protection scheme Heat Trust or offer equivalent standards to domestic and micro-business customers.

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Friday 30th September 2016

Heat Trust has today launched its Heat Cost Calculator. Designed specifically for domestic customers served by new district heating schemes, the Heat Cost Calculator is a new online tool that will allow customers to compare their annual heating and hot water costs with a typical, alternative heating system.

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All modifications to the Heat Trust Scheme are undertaken according to the processes set out in paragraph 17 of the Scheme Bye-Laws.

If you would like to submit a proposal to modify the Heat Trust Scheme please submit your proposal in writing to the Scheme Administrator by completing a modification proposal form and returning it to This email address is being protected from spambots. You need JavaScript enabled to view it..

Below is a list of modifications implemented to date, with links to their reports showing the full process (please click on the title in orange):

  1. Modification to Refunds
    1. The Modification on Refunds is to amend timeframe of refunds to 10 business days from calendar days.
  2. Modification to Fault Response Times
    1. The Modification to Fault Response Times is to standardise fault response times across seasons.
  3. Modification to Heat Customer Supply Arrangements
    1. The Modification to Heat Customer Supply Arrangements is to allow heat networks that do not use individual Heat Energy Supply Agreements to apply to register with Heat Trust, provided that clear terms of service are provided within a separate document, e.g. a customer charter and additional evidence
    2. Report on Consultation for Heat Customer Supply Arrangements
  4. Modification to Reporting Requirements
    1. The Modification to reporting requirements adds debt, resumption of supply and Guaranteed Service Payments to the six-monthly data submissions by Registered Participants.
  5. Extending the 5year audit deadline due to Covid-19
    1. The Modification extended the deadline in Section 11 of the Bye-Laws by when audits of Registered Sites must be completed, in response to disruption cause by Covid-19 with approval by the Board.

Modifications approved as part of the Scheme Rules Review relating to vulnerable customers:

 

MOD017: Metering and billing clarifications
to clarify that amendments to the Heat Networks (Metering and Billing) Regulations are included where the regulations are referenced; to clarify that advice should be on both Heat Bills and Annual Account Statements; and to only include advantages and disadvantages of pre-payment meters where customers have a choice of meter type.

MOD021: Reducing the minimum consultation period for modifications - Scheme Bye-Laws change
to shorten the minimum required consultation period for modifications specified in the Scheme Bye-Laws from 12 weeks to 8 weeks, to enable modifications to progress faster if appropriate.

 

MOD014: Meter reading with AMR
to clarify that suppliers should inform customers how to manually read AMR meters in case of failure, and to add a requirement for suppliers to use actual meter readings for every bill where there is AMR

 

For open modifiations please see here.

For consultations on potential future modifications or changes please see here.