Up to 500,000 heat network consumers to have access to Energy Ombudsman

An estimated 500,000 energy consumers, who rely on heat networks for their heating and hot water, will have access to Energy Ombudsman for the first time as new legislation comes into effect today (1st April 2025).

The new legislation enables all domestic and microbusiness heat network consumers to access Energy Ombudsman’s free and independent service, if their dispute remains unresolved after eight weeks (or they reach deadlock).

For heat network suppliers in the UK, this means they must now enable their consumers to use Energy Ombudsman, who are the UK’s largest alternative dispute resolution (ADR) service for the energy sector.

Ed Dodman, Chief Ombudsman at Energy Ombudsman said: “This new legislation is a major step forward for heat network consumer protections, which crucially closes a long-standing gap in protections for these consumers. By ensuring that heat network suppliers comply with our service, consumers will no longer be left without redress if they have an unresolved dispute, increasing trust in the sector and guaranteeing fair treatment for all.

“We want to ensure that consumers have access to our service as seamlessly as possible and are actively engaging with heat network suppliers to encourage registration.”

Minister for Energy Consumers Miatta Fahnbulleh said: “We are determined to make sure that heat network customers pay fairer prices for the energy they use, with rapid support and compensation if things go wrong.

“These new advice and redress services are an important first step towards making sure people on heat networks get the protections they rightfully deserve.”

What is a Heat Network?

Heat networks supply heat from a central source, sometimes referred to as a communal boiler, through a system of pipes carrying hot water. The system avoids the need for individual boilers or electric heaters in residences and are most commonly found in cities and apartment complexes.

Who is my Heat Network supplier?

Consumers who are unsure who their heat network supplier is should check their heat supply agreement, latest heating bill, or contact their landlord or property management company.

Heat network consumers must first try to resolve their complaint with their heat network supplier. If the dispute is unresolved after eight weeks or if the consumer has received a deadlock letter, they can bring the case to Energy Ombudsman.

To find out more or to raise a dispute visit our Heat Networks page. 

Heat network suppliers: Join our Heat Network Supplier scheme here