Energy is a service that's essential to life. It's important that all energy consumers can be guaranteed a minimum level of service and protection.

Coming statutory regulation for heat networks

The Energy Bill will introduce statutory Ofgem regulation for the heat network sector in the next few years. You can find out more about this HERE.

Our existing Heat Trust standards are the foundations on which these formal regulations will build. We’re working with Ofgem and government to support a smooth transition.

Registering with Heat Trust therefore gives consumers confidence and helps heat network suppliers get regulation ready.

How we help heat suppliers get regulation ready

Ofgem and DESNZ say: ‘The Heat Trust's established role in setting industry standards provides a strong foundation upon which the new regulation will build and their continued involvement will aid transition, ensuring continuity, and reducing risk of disruption for the sector and its consumers … [We] encourage parties to follow existing good practice, such as that set out by the Heat Trust.’

Registering with Heat Trust ensures that heat suppliers are well-positioned to comply with the new statutory regulations. Heat Trust's standards can apply to any heat energy suppliers who contract with domestic and micro-business properties, metered or unmetered, where the heat customer pays their supplier directly for their heat energy. To find out more about how Heat Trust can support heat suppliers and about joining Heat Trust, please click here. 

How we protect consumers

The customer service and consumer protection standards set by Heat Trust are comparable to the quality and performance standards for regulated utilities (such as gas and electricity) and draw on existing regulations and industry best practice. When a heat supplier registers their heat network(s) with Heat Trust, they agree to abide by our Scheme Rules and Bye-Laws.

We also work with our registered heat suppliers to help promote best practice through regular forums, relevant guidance and highlighting any trends we see in the monitoring data they return.

When a heat network is successfully registered with Heat Trust, the customers on the heat network will benefit from the standards set, which are independently verified through regular audits. They also benefit from having access to an independent complaint handling service through the Energy Ombudsman. See all sites registered with Heat Trust. 

 

Heat Trust includes rules on the following:

• Requirement to treat customers fairly
• Support for heat customers in vulnerable circumstances
• Heat supplier obligations
• Heat customer service and reporting a fault or emergency
• Process for customers joining and leaving
• Heat meters
• Heat Interface Units (HIUs)
• Heat bill and heat charge calculations
• Heat bill payment arrangements and the management of arrears and/or debt
• Suspension and resumptions of service processes
• Complaint handling and independent complaint handling
• Privacy policy and data protection

 

 

There are three key areas for which Heat Trust does not have the legal authority to comment or prescribe standards. Heat Trust cannot: 

• Provide comment or arbitration on pricing
• Provide guidance on contract length
• Provide a supplier of last resort

These issues are being addressed as part of planned statutory regulation.