What regulation means for heat network customers
Heat network regulation began in January 2026. Our customers are already protected by our robust service standards and Heat Trust registration, and regulation adds another layer of reassurance.
Here’s a clear overview of the protections you have as a customer, and how they help ensure you have a reliable and fair experience as a heat network customer:
Ofgem became regulator for the heat networks sector in January 2026. This is great news for heat network customers across Great Britain, as it ensures that everyone receives a fair and proactive service from their suppliers.
As a supplier, our service remains largely unchanged by these new regulations. This is because we already follow robust service standards and have been voluntarily registered with Heat Trust since we began serving customers in 2024.
Find out how these different protections come together to give you a reliable and fair customer experience.
Your key protections as our customer
Regulation from Ofgem
Ofgem now regulates both new and existing heat networks in Great Britain. They also regulate the electricity and gas sectors, bringing consistent and trusted oversight to heat networks for the first time.
We supported the introduction of regulation, and we’ve worked with Government and Ofgem to make sure it protects customers in important areas.
Guaranteed Standards of Service
Our Guaranteed Standards of Service set out our commitments to you - from how we help vulnerable customers, to how we organise and keep appointments and respond to emergencies.
If we fail to meet our commitments to you, you’ll receive a guaranteed service payment from us. These standards ensure you always know what to expect from us.
Extra protection through Heat Trust
We didn’t wait for regulation to begin to protect our customers. In 2024, we voluntarily registered with Heat Trust to give our customers protections equivalent to gas and electricity customers.
Heat Trust will continue supporting our customers until the end of 2026, before Ofgem takes over all consumer protections.
The service you’ll receive as our customer
Transparent bills and fair pricing
Ofgem sets requirements for fair pricing which suppliers like us must follow. Ofgem will monitor pricing and can take action if it believes there’s evidence that its fair pricing rules are not being followed. We’re committed to transparent pricing that’s easy to understand. Your tariffs and bills are broken down so you can clearly see what you are paying for, and why, with no hidden costs.
We review our tariffs each year – no more than every six months – to make sure we can continue providing the reliable heating and hot water you expect. If we change our tariffs, we’ll always provide you with 31 days’ written notice and clear explanation of what will change and why.
This means you can feel confident you’re paying a fair price for your heating and hot water.
Reliable heating and hot water supply
Heating and hot water is important for your day-to-day living and peace of mind. Ofgem requires heat suppliers to provide a consistent, reliable supply, giving you an additional layer of protection.
Our Guaranteed Standards of Service also provide reassurance that if an outage does happen, you know what to expect from us. Our standards set out exactly how we’ll keep you informed if an outage does occur and how quickly we’ll put things right.
For planned outages, which may be needed for some repairs and maintenance works, we’ll let you know about the outage at least 5 days in advance — including what’s happening and how long it’ll last. For unplanned outages, we commit to restoring your supply within 24 hours.
If we don’t meet our commitments to restoring your heating and hot water supply, you’ll be entitled to a guaranteed service payment.
Customer service and complaints
We aim to deliver an excellent service to all our customers, but we understand sometimes things can go wrong. There might be something you’re not happy with, or feel we’ve let you down.
Our simple, step-by-step complaints process helps you understand what to expect, and what your options are, at each step and is already aligned with Ofgem requirements. This includes access to the Energy Ombudsman, who can independently review your complaint if you’re unhappy with the resolution we’ve provided.
If you’d like to raise a complaint, you can do so with us directly here. If you’d like independent advice, you can find a list of helpful organisations such as Citizens Advice here.
We’re committed to putting things right quickly and making resolving issues as easily as possible for you.
Support for vulnerable customers
If you need extra support, our Extra Care service is here to help. You may qualify for Extra Care for a range of reasons, for example, if you’re pregnant, have a child under 5, have a long-term condition, or have recently experienced bereavement.
As an Extra Care customer, you can receive extra support such as:
- Nominating a friend or family member to manage your bills
- Receive temporary heating during outages
- Receive accessible communications
If you, or someone in your household, qualifies for Extra Care, just let us know.
Ofgem regulation is a welcome step forward for heat networks in Great Britain, giving customers stronger protections, clearer expectations and greater peace of mind.
For our customers, regulation sits alongside our own high standards and service values. Together, they ensure you can be confident you'll receive a reliable and fair service every day.
