Understanding Heat Networks
Understanding Heat Networks
A heat network, sometimes called district heating, is a system that delivers heating and hot water to multiple homes or buildings from a central source. Instead of each property having its own individual boiler or electric heater, a heat network uses insulated pipes to carry hot water or steam from a single energy centre to many households or businesses in the area.
How Heat Networks Work
The central source for a heat network can be a large boiler, a combined heat and power (CHP) plant, or even renewable energy sources like geothermal or biomass. The heated water or steam travels through a network of pipes, entering each connected property where it transfers heat for use in radiators, taps, and showers. After the heat is used, the cooled water returns to the energy centre to be reheated and recirculated.
Common Types and Locations
Heat networks are becoming more common in the UK, especially in:
Blocks of flats or apartments: Many newer developments use a communal heating system to serve all units.
Housing estates or campuses: Some social housing, university halls, or retirement complexes use heat networks.
Urban areas: In cities, heat networks may serve entire neighbourhoods, public buildings, or commercial sites.
These systems are often installed to improve energy efficiency and reduce carbon emissions, as they can make use of local energy sources or waste heat.
How Heat Networks Differ from Individual Heating Systems
If you are used to having your own gas boiler or electric heater, being on a heat network is different in several ways:
No individual boiler: You do not control your own heating appliance; instead, you rely on the central system.
Supplier relationship: You usually have a contract with the heat network operator, who is responsible for supplying your heating and hot water.
Billing: You are typically billed for the heat you use, either through a meter or as part of your rent or service charge.
Maintenance: The operator is responsible for maintaining the central plant and pipework up to your home, while you may be responsible for internal controls and radiators.
Your Role as a Heat Network Consumer
As a resident connected to a heat network, you are a consumer of a communal energy service. This means you have certain rights and responsibilities:
Access to information: You should receive clear information about your heat supply, charges, and any maintenance or service interruptions.
Fair billing: Your heat network provider must bill you fairly and explain how your charges are calculated.
Raising issues: If you have problems with your heat supply, billing, or service, you have the right to complain to your provider and seek resolution.
If you rent your home, it’s important to understand landlord and tenant responsibilities for energy supply, as these can affect who is responsible for dealing with heat network issues and who pays for the service.
Heat networks are not regulated in the same way as gas or electricity supplies, but providers must still follow consumer protection rules, and new regulations are being developed to strengthen your rights. If you are unsure about your rights or need help, there are steps you can take to get advice or make a complaint – see the other sections on this page for more information.
Your Rights as a Consumer on a Heat Network
As a resident on a heat network, you have specific rights and protections under UK law to ensure you receive a fair and reliable service. Heat networks – sometimes called district or communal heating – supply heat to multiple homes from a central source, and the government is introducing stronger consumer protections as these systems become more common.
Consumer Protections for Heat Network Users
The UK is in the process of bringing heat networks under formal regulation, with Ofgem set to be the official regulator. This means that, while some protections are still being developed, there are already important standards and expectations in place to safeguard your interests. Providers are expected to act fairly and transparently, and you should not be disadvantaged compared to traditional energy customers.
For the latest updates on regulation and your rights, you can visit Ofgem.
Your Rights: Billing, Service Quality, and Information
Billing:
You have the right to clear, accurate, and timely bills. Providers must give you a detailed breakdown of your charges, showing how your bill is calculated and what you are paying for. This includes information about standing charges, unit prices, and any other fees. If you use a prepayment meter, you should be able to check your balance and understand how your payments are being used.
Service Quality:
Your provider is responsible for delivering a reliable heat supply. If there are interruptions or problems with your heating or hot water, the provider must address these issues promptly and keep you informed about what is being done to fix them.
Information Transparency:
Providers must give you clear information about your contract, prices, and any planned maintenance or outages. You should also be told how to make a complaint and what to do if you are not satisfied with the service.
Provider Responsibilities and Compliance
Heat network providers must comply with industry guidelines and, increasingly, with formal regulations overseen by Ofgem. They are expected to:
Register with the Energy Ombudsman, so you have a route to independent dispute resolution.
Treat all customers fairly, including those who may be vulnerable or on low incomes.
Respond to complaints within a reasonable timeframe and explain your options if you are unhappy with their response.
Ensure that their systems are safe and meet technical standards.
The government’s Heat Network (Metering and Billing) Regulations 2014 also require providers to install meters where feasible, so you can monitor your usage and pay only for what you use.
How Your Rights Protect You
If you experience problems – such as frequent breakdowns, unclear bills, or poor customer service – your rights mean you can:
Request clear explanations or corrections to your bill.
Ask for compensation if there is a prolonged loss of service.
Make a formal complaint and, if unresolved, escalate it to the Energy Ombudsman once your provider is registered.
These protections are designed to give you confidence in your heat supply and ensure you are treated fairly, even as the regulatory framework continues to develop.
For wider information on what to do if you face issues with your energy supply or want to understand your options across different types of suppliers, see our guidance on problems with your energy supply or supplier.
To stay up to date with your rights and the latest developments in heat network regulation, check the guidance from Ofgem.
Common Problems with Heat Networks and How to Address Them
If your home is connected to a heat network, you may occasionally encounter issues with your heat supply, billing, or customer service. Understanding your rights and knowing the steps to take can help you resolve problems effectively and ensure you receive the service you’re entitled to.
Typical Problems with Heat Networks
Some of the most common problems residents experience with heat networks include:
Poor or interrupted heat supply: This could mean your heating or hot water is not working as it should, is unreliable, or there are frequent outages.
Billing disputes: You might receive unexpectedly high bills, unclear charges, or bills that don’t match your usage.
Poor customer service: This can involve slow responses to queries, difficulty getting through to your provider, or unhelpful support when issues arise.
What to Do If You Notice a Problem
If you notice an issue with your heat supply or have concerns about your bill:
Check your system: Make sure the problem isn’t due to something in your home, such as a thermostat setting or a local fault.
Gather evidence: Take note of when the problem started, how often it occurs, and keep copies of any bills or correspondence.
Contact your provider: Report the issue to your heat network provider as soon as possible. Most providers have a customer service line or online portal for reporting problems.
How to Contact and Work with Your Provider
When you contact your provider:
Clearly explain the issue and provide any evidence you have.
Ask for a timeline for when the problem will be investigated or resolved.
Keep a record of all communications, including dates, times, and the names of people you speak to.
Your provider is required to deal with complaints fairly and in line with consumer protection laws. They should provide clear information about how to escalate your complaint if you’re not satisfied with their response.
Escalating Complaints
If your provider does not resolve your problem within a reasonable time, or you’re unhappy with their response:
Ask about their formal complaints procedure. This is usually set out on their website or in your customer agreement.
Follow each step of the complaints process and keep records of all communications.
If the issue still isn’t resolved, you may be able to escalate your complaint to an independent ombudsman or seek further advice. For more details on your options, including how to deal with ongoing issues, see problems with your energy supply or supplier.
Financial Difficulties and Support
If you are having trouble paying your heat network bills:
Contact your provider as soon as possible to explain your situation. They may be able to offer a payment plan or other support.
You have rights under consumer protection laws, and providers should treat you fairly if you are vulnerable or facing financial hardship.
For practical guidance and support if you’re struggling to pay your heat network bills, there are steps you can take to get help and avoid disconnection.
By knowing your rights and following these steps, you can address most common issues with heat networks and ensure you receive the service and support you need. If you need more detailed advice about your specific situation, explore the resources linked above for further help.
How to Make a Complaint About Your Heat Network Provider
If your heat network provider fails to deliver services properly – such as not supplying heat as agreed, providing poor customer service, or overcharging – you have the right to make a complaint. Heat network customers in the UK are protected under consumer rights legislation, and providers are expected to deal with complaints fairly and promptly.
Step 1: Contact Your Provider First
Start by raising your complaint directly with your heat network provider. Most providers have a formal complaints procedure, which should be explained in your contract or on their website. When contacting them:
Clearly explain the problem, including dates, times, and any relevant details.
Provide your account number or reference, if you have one.
Include copies of any supporting evidence, such as bills, photographs, or written correspondence.
State what outcome you are seeking – for example, a repair, refund, or apology.
Keep a record of all communications, including emails, letters, and notes from phone calls. This evidence will be important if you need to escalate your complaint later.
Step 2: Escalate If You’re Not Satisfied
If your provider does not resolve your complaint within a reasonable time (usually 8 weeks), or you are unhappy with their response, you may be able to escalate your complaint to an independent ombudsman or regulator. The specific process can depend on your provider and the terms of your contract, as heat networks are not yet fully regulated in the same way as other energy suppliers.
Ask your provider if they are a member of an ombudsman scheme. If they are, they must give you details on how to refer your complaint. An ombudsman can investigate your case and may order your provider to take action, such as making repairs or offering compensation.
Tips for Making Your Complaint
Be clear and concise: Set out your concerns and what you want to happen.
Gather evidence: Keep copies of bills, contracts, photos of issues, and records of communication.
Follow up in writing: If you speak to someone on the phone, send a written summary by email or letter.
Know your rights: You are protected by the Consumer Rights Act 2015, which requires services to be provided with reasonable care and skill.
If you want more general advice about handling complaints, including your rights and the steps to take, see our guidance on problems with your energy supply or supplier.
Taking these steps can help ensure your concerns are taken seriously and increase your chances of a successful resolution.
What to Do If Your Heat Supply Is Interrupted or Disconnected
If your heat supply is interrupted or disconnected, it’s important to know your rights and the steps you can take to restore your service. Heat networks are regulated under UK law to protect consumers, so you have certain protections if your heating or hot water is unexpectedly cut off.
Understanding Your Rights
If your home is connected to a heat network, your provider must follow rules set out in legislation such as the Energy Act 2013. These rules are designed to ensure fair treatment for consumers and to prevent unnecessary disconnections. Additionally, safety standards for energy supply, including gas and heat, are covered by the Gas Supply (Safety) Regulations 2008, which require providers to maintain safe and reliable service.
Providers should only interrupt or disconnect your heat supply in specific circumstances, such as for essential maintenance, safety reasons, or if you haven’t paid your bills after being given proper notice. They must give you advance warning and information about your rights and how you can avoid disconnection.
What to Do If You Receive a Disconnection Notice
If you’ve been told your heat supply will be disconnected, don’t ignore the notice. Contact your provider as soon as possible to discuss the situation. You may be able to set up a payment plan or resolve any misunderstandings to avoid having your supply cut off. For more detailed guidance, visit if you’ve been told your energy supply will be disconnected.
If you believe the disconnection is unfair, or if you have a vulnerable person living in your home (such as someone who is elderly, disabled, or has young children), let your provider know. They have a duty to consider your circumstances before proceeding.
Who to Contact for Help
If you’re unable to resolve the issue directly with your heat network provider, you can seek help from consumer advice services. They can help you understand your rights and may be able to intervene on your behalf. It’s also worth checking your provider’s complaints process, as most companies have a formal way to handle disputes.
If Your Energy Supplier or Heat Network Provider Has Gone Bust
In rare cases, your heat network provider or energy supplier may go out of business. If this happens, your supply should not be immediately interrupted. Ofgem, the energy regulator, will arrange for a new supplier to take over. To find out what to do next, read the advice on your energy supplier has gone bust.
Checking If Your Energy Supplier Has Changed
Sometimes, your heat supply may be affected if your energy supplier changes – for example, if your account is transferred to a new company after your original supplier goes bust. It’s important to check who’s taken over your energy supply so you know who to contact for support or in case of further problems.
By understanding your rights and following the correct steps, you can protect yourself if your heat supply is interrupted or threatened with disconnection. For more detailed information about the laws that protect you, see the Energy Act 2013 and the Gas Supply (Safety) Regulations 2008. If you need further support, don’t hesitate to seek advice or help from consumer protection organisations.
Managing Your Heat Network Costs and Usage
Understanding your heat network costs is key to managing your household budget and ensuring you’re not paying more than you should. Here’s what you need to know about your bills, making the most of your heating, and your rights if you rent a property connected to a heat network.
Understanding Your Heat Network Bills and Charges
Heat network bills can look a bit different from standard gas or electricity bills. Typically, you’ll see charges for the actual heat you use (measured in kilowatt hours, or kWh) and sometimes a fixed standing charge that covers maintenance and running costs of the communal system. It’s important to check how your usage is measured – some networks use individual meters for each home, while others use a flat rate or estimate.
If your bill seems unclear or you’re unsure about any charges, ask your heat supplier for a breakdown. By law, suppliers should provide transparent information about how your charges are calculated. If you’re struggling to get clear answers, you can raise a complaint with your provider.
Should You Keep Your Heating On All the Time?
Many people wonder whether leaving the heating on constantly is more cost-effective than switching it on and off as needed. The answer depends on your property’s insulation, the type of heating controls you have, and how your heat network operates. For detailed guidance, see is it cheaper to have heating on all the time.
Generally, using heating only when you need it, and making use of programmable timers and thermostats, can help reduce unnecessary energy use and costs. Regularly reviewing your heating habits can make a noticeable difference to your bills.
Practical Ways to Reduce Costs and Improve Efficiency
There are several steps you can take to lower your heat network bills and make your home more energy efficient:
Use thermostatic radiator valves (TRVs) to control the temperature in individual rooms.
Set your heating timer to match your routine, so you’re only heating your home when needed.
Keep radiators clear of furniture to allow heat to circulate freely.
Close curtains at night to retain warmth and open them during the day to let in natural heat from the sun.
Report maintenance issues promptly, such as faulty meters or radiators not heating up properly.
For more practical advice, explore our energy optimization techniques to help you save energy and manage your heating costs effectively.
If You Rent: What Can Your Landlord Charge?
If you rent a property on a heat network, your landlord may be responsible for arranging your heat supply and billing you for your share of the costs. There are rules in place to protect tenants from being overcharged. Your landlord must provide you with clear information about how your charges are calculated and cannot make a profit on the resale of heat – they can only pass on the actual costs plus a reasonable administration fee.
To understand your rights and what your landlord is allowed to charge, see our detailed guide on what your landlord can charge for energy.
By staying informed and making small changes to how you use your heating, you can take control of your heat network costs and make your home more comfortable and efficient.
Additional Support and Related Issues
If you’re experiencing ongoing issues with your heat network – such as frequent outages, unclear billing, or poor customer service – it’s important to know where to turn for extra support and what related issues might affect you as a consumer.
Where to Get Further Help and Advice
If your heat network provider isn’t resolving your problem, start by following their complaints process in writing. Keep records of all correspondence and responses. If you’re still not satisfied after following their process, you may be able to escalate your complaint to an independent body, such as the Energy Ombudsman, depending on your provider and the nature of your complaint. You can also seek free, impartial advice from organisations like Citizens Advice.
Related Energy Supply Issues
Living on a heat network doesn’t always shield you from wider energy supply problems. For example, if your home loses electricity, your heat supply may also be affected – especially if your heating system relies on electric pumps or controls. To prepare for such situations, see our guidance on power cuts – preparation and tips.
If you experience a power cut, you might be entitled to compensation depending on the cause and duration. Learn more about your rights and how to get compensation if you have a power cut.
Some homes on heat networks also use prepayment meters for their energy supply. If you have problems getting to or topping up your prepayment meter, there are rules in place to protect you. For example, suppliers must make reasonable adjustments if you’re disabled or have difficulty accessing your meter.
Protecting Yourself from Unfair Treatment
Everyone has the right to be treated fairly by their energy supplier, including heat network operators. If you believe you’ve been treated differently or unfairly because of your age, disability, race, religion, or another protected characteristic, there are steps you can take to fight discrimination by energy suppliers. The Equality Act 2010 makes it unlawful for suppliers to discriminate against you when providing their services.
Other Related Issues
If your energy supplier changes without your consent, you have specific rights and protections. Find out what to do if you didn’t agree to switch energy supplier.
Understanding your rights and knowing where to get help can make a real difference if you’re facing problems with your heat network or any related energy supply issues. If you need more detailed advice or support, don’t hesitate to seek help from trusted organisations or explore the linked topics above for practical guidance.
