Energy Ombudsman publishes first Heat Networks Annual Review

Energy Ombudsman has published its first Heat Networks Annual Review, sharing data and insight from the first year of the statutory redress scheme.

Energy Ombudsman has helped resolve heat network disputes between Heat Trust members and consumers since 2015, but new legislation introduced on 1 April 2025, meant that all heat network consumers now have access to Energy Ombudsman’s independent and impartial dispute resolution service, regardless of who supplies their heat.

The report covers 1 April 2025 to 31 March 2026 and provides an overview of the complaints investigated, the outcomes reached and the learning gathered from consumers and heat suppliers in the first year.

The year in numbers

During the reporting period, Energy Ombudsman accepted 232 heat network complaints for investigation, with complaint volumes increasing towards the end of the year.

The report found that:

• 70% of complaints were upheld
• 30% of cases related to Customer Service 
• 86% of remedies were implemented within 28 days
• The average remedy implementation time was 10 days
• 53% of suppliers provided evidence that they had signposted the consumer to Energy Ombudsman

Customer service and billing were the most commonly recorded complaint categories across the year. Following the introduction of more detailed categories in February 2026, disputed charges and supply disruptions emerged as the two main reasons for complaints.

Understanding suppliers’ experiences

Energy Ombudsman surveyed heat network suppliers to understand their experiences of the developing regulatory framework.

The survey found that the main challenges faced related to implementing the new requirements, such as the cost of compliance, limited resources and complexity.

Learning and looking ahead

The first year has highlighted the complexity of responsibilities across the sector. Different organisations can be responsible for operating a heat network, supplying heat, managing billing and handling customer contact, which can make it difficult for consumers to identify who should address their complaint.

The report also highlights the importance of transparent billing, clear communication and early engagement with complaints. It considers how issues affecting several households on the same network can be handled consistently while still taking account of each consumer’s individual circumstances.

Energy Ombudsman will continue working with consumers, suppliers, government, Ofgem and industry stakeholders as the framework develops. This will include supporting supplier onboarding, sharing insight from complaints and preparing for further regulatory milestones, including the Guaranteed Standards of Performance, the Heat Network Technical Assurance Scheme and Ofgem’s registration deadline of 27 January 2027.

Ed Dodman, Chief Ombudsman at Energy Ombudsman, said:

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“The introduction of statutory redress was a significant step forward for heat network consumers. We are proud to play our part in delivering an independent, trusted service that builds confidence, resolves disputes fairly and contributes to better outcomes for consumers and the sector as a whole.

We will continue to work with all stakeholders across the sector to increase awareness of the scheme and to encourage all heat networks to register on both Energy Ombudsman and Ofgem by the required deadline.”

Helena Charlton, Director of Heat Networks at Ofgem, added:

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"Consumers are at the heart of heat network regulation. Our role is to ensure people connected to heat networks can expect fair treatment, clear information and appropriate support when they need it.

Through the framework for regulating heat networks, consumers now have access to direct redress from the Energy Ombudsman and advice from consumer bodies, while Ofgem has set statutory standards that heat networks must meet, and is supporting an accountable sector that works for both current and future customers."

Read the full report here. 

Heat network suppliers can register for free with Energy Ombudsman.