A local expert from Citizen’s Advice provides timely tips on consumer issues…
Q: I am moving to a home which is on a heat network. I don’t seem to have any choice in this matter and I am worried that it will be really expensive … Can you help?
A : Heat networks provide heating or cooling to multiple places from a central source and are used to heat blocks of flats, public buildings, and even whole towns. Heat networks currently provide heating for up to one million people in the UK.
The owner of the heat network is responsible for everyone on that network: people can’t switch because they can’t change their heating system.
As heat networks are not yet regulated, there are no rules dictating how people are billed, and no consumer protections for those who fall into debt. For those on heat networks run by housing providers, heating bills can be bundled together with housing costs. When this happens, you owe your landlord for your heating. If you fall behind, this could open you up to risk of eviction.
From January 2026, there will be rules in place to protect people on heat networks, and also to hold suppliers to account. Suppliers will have to provide clearer bills, handle complaints and treat customers in debt fairly. Until then, your heat network might be able to help if something goes wrong.
However, whether you pay your heat network bills separately or as part of your housing costs, it’s really important to deal with this type of debt as soon as you can.
Speak to your supplier or bill provider. They’ll be able to tell you if your bill is correct, and might agree on a more affordable way for you to pay.
If that doesn’t work, speak to Citizens Advice – we’re part of a national team of specialist heat network advisors. You can call us on 0808 223 1133.
You can also approach the Energy Ombudsman but they may not be able to help if your complaint is about something that happened before April 1 2025.
If you are moving to a home on a heat network you should always:
Ask whoever you’re buying or renting from for details about the energy supply, including:
how much heating and hot water costs a year
any maintenance charges and service fees you’ll have to pay
contact details of the heat network supplier, and who you should speak to if something goes wrong.
Check whether the heat network is part of a consumer scheme like the Heat Trust
Remember to ask for everything in writing and keep it as evidence.
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