Call for government to make heat networks ‘cheaper, fairer and reliable’

Heat Trust has warned that the 900,000 heat network consumers in Great Britain will conclude that regulation has failed if it does not deliver cheaper, fairer and more reliable heating systems that are fit for the future.

Responding to a joint consultation by Ofgem and the Department for Energy Security and Net Zero on their planned statutory protections, Heat Trust has outlined the areas in which it intends to hold regulation to account on behalf of consumers.

These include ensuring consumers do not pay an unaffordable price premium for being on a heat network; driving improved heat network reliability on both new and existing networks; holding heat suppliers accountable for standards of fair, transparent, and good-value customer service; and providing consumers with independent dispute resolution to the Energy Ombudsman when things go wrong.

Heat Trust also demands a clear regulatory culture of compliance from the start, harmonious housing and energy regulations, targeted remediation for the most expensive and inefficient heat networks, and ensuring penalties or compensation for service failures are not recovered from consumers.

Director of Heat Trust Stephen Knight emphasised the need for consumers to have confidence in heat networks, especially as these networks are expected to help decarbonise heat through the government’s target of serving 20% of homes by 2050.

Stephen Knight said:

“Many heat network consumers get a reliable and value-for-money heating system. But sadly too many suffer high prices, unreliable systems and poor customer service. The experience of consumers facing huge, uncapped, price rises during the energy crisis has been especially difficult. Because heat network consumers cannot switch supplier, it’s vital that regulation delivers tangible improvements in terms of price protection, reliability and service quality.

“As experts in heat network consumer protection, Heat Trust is committed to continuing its work with government and Ofgem to establish a more trusted and regulated sector – ensuring that heat network consumers are protected at every stage.”

Heat Trust’s full response can be found here.