Customer satisfaction measure

In early 2023, Heat Trust sought information from its Scheme's Registered Participants on how they gather and report data on their customers’ satisfaction. You can find the original consultation document here. The consultation closed in March 2023 and a summary of responses is available here. Heat Trust subsequently introduced new Guidance on measuring customer satisfaction, which you can find here.

Guaranteed Service Payments

In late 2022, after a series of stakeholder Roundtables, Heat Trust issued a consultation on six Modification Proposals about GSPs (MODs 023-028). These aimed to change the GSPs that Registered Participants are required make to consumers if they fail to meet Scheme standards around supply Interruptions. You can find the original consultation document here and copies of the Modification Proposals under Open modifications. The consultation closed in March 2023. All six Modification Proposals are currently on hold while Heat Trust discusses with Ofgem how best to align with future regulation in this area.

Metering, billing and Guaranteed Service Payments

In 2020, Heat Trust consulted on various potential changes relating to metering, billing and GSPs. You can find the original consultation document here and a summary of the responses here. After this consultation, Heat Trust progressed a group of Modification Proposals in this area (MODs 014-020 and MOD020a). Some of the proposals were approved or rejected, and you can find these under Scheme modifications. The remainder can be found under Open modifications and, like GSP MODs 023-028 above, are currently on hold.

Vulnerable consumers

In 2019, Heat Trust consulted on various potential changes relating to consumers in vulnerable situations. You can find the original consultation document here and a summary of the responses here. After this consultation, Heat Trust progressed a group of Modification Proposals in this area (MODs 006-013). All of these were either approved or rejected and you can find them under Scheme modifications.

Use of Customer Charters in Heat Customer Supply Arrangements

In 2018, Heat Trust consulted on allowing heat suppliers without individual Heat Energy Supply Agreements to register with Heat Trust, providing that they set out clear terms of service within a separate document (such as a Customer Charter) that forms part of the collective Heat Customer Supply Arrangement. You can find a summary of the responses here. Heat Trust later progressed this as MOD003, which was approved. You can find a copy of MOD003 under Scheme modifications.

Consultation on an electric Heat Cost Calculator

Please see our Heat Cost Calculator page for more details.