We can review disputes with district heating suppliers, including Heat Trust scheme members, if they are unwilling or unable to help if something goes wrong.
A Heat Network is a heat supply that is an alternative to individual heating systems. The technology has been developed to help reduce carbon emissions within the United Kingdom in accordance with the Government’s commitments. A contract is usually formed between the heat supplier and the developer / housing association to use the heat technology within the premises. This is usually for a period in excess of 20 years, which means that a customer cannot transfer their supply to an alternative energy source, such as gas.
To ensure that consumers receive an efficient service from their heat supplier a scheme called Heat Trust was created, which sets the consumer service standards and consumer protection requirements it expects members to provide.
If your Heat Network is registered with the Heat Trust, the Energy Ombudsman can look into disputes about unfair, discourteous, or unprofessional treatment or untimely management of a problem, misleading information and failure of the supplier to comply with their obligations under Heat Trust's requirements.
Before you contact us you should notify your supplier and work with them to try and resolve your issue. They have 8 weeks to resolve the issue, unless they issue you with a deadlock letter allowing you to come to us sooner.
To find out if your site is registered with Heat Trust, please refer to the Heat Trust website or check the list below;
If your Heat Network is not featured in the list above and you have an unresolved dispute regarding the Government Support Scheme (as part of the Energy Bill Relief or Discount Scheme) we may be able to help. You can escalate your dispute via the website or contact us on 0330 440 1624 to raise your dispute.
The most common types of district heating disputes are about:
Unfortunately, we can't review things like:
If you're looking for more information on Heat Networks affected by the Energy Prices Act 2022, click here.
Ready to raise your dispute with us?