Episode 1: Billing Breakdown with Ben

The new heat network regulations aren’t just about policies and procedures, they’re about people.

To bring the changes to life, we’ve created a series of fictional residents based on real situations that many people experience.

While the characters themselves aren’t real, the challenges they face are.

Each story explains why the new regulations matter, how they’re designed to better protect residents, and how we’re here to support you every step of the way.

First up, meet Ben.

Ben’s monthly heat bill arrives.

He glances at the total.

“That seems higher than last month”.

But he’s left wondering why.

Without clear information, it can be difficult to understand how charges have changed or who to contact with questions.

If it sounds familiar, you’re not alone.

That’s exactly the kind of experience the new regulations are designed to improve.

Ben’s Needs

Ben wants bills that are easy to understand.

Your bill shouldn’t leave you guessing.

The new regulations are designed to make bills clearer, with information that’s easier to read and understand, so you know what you’re paying for.

Ben wants accurate billing.

You should only pay for what you use.

Where possible, bills should be based on actual meter readings, helping make sure your charges are accurate.

Ben wants to understand his energy use.

Knowing how your usage changes over time can help you make informed decisions.

The new regulations encourage billing information that lets you compare your usage over different periods, making it easier to spot changes and understand your consumption.

Ben wants to know where to go for help.

If something doesn’t look right, getting support should be straightforward.

Bills should clearly explain who to contact, whether it’s a billing query, complaint or emergency.

How we’re supporting you

At Data Energy we’ve always believed billing should be simple, accurate and transparent.

That’s why our approach is built on four key principles:

• • Accuracy

  • Transparency

  • Timeliness

  • Fairness

In practicality, we’ve also improved our processes such as improved access to the Customer Portal for even more real-time visibility, as well as upcoming changes over the coming months around modifying the format of our bills so they’re even easier to understand.

Of course, we’re always here to help in the meantime. You can contact us through the usual channels such as the Help Centre or visit the Residents Hub.

What this means for you

For Ben, a better bill isn’t just a monthly statement.

It’s knowing what he’s paying for. Feeling confident the charges are accurate. Understanding how his energy use changes over time. And knowing where to turn if he needs help.

That’s what these new regulations are designed to achieve – and it’s the standard we’re committed to delivering every day.

Want to know more about the regulations?

Read the Heat Network Compliance Companion Playbook.

It’s the heat supplier’s guide to:

• What’s changing
• What needs to happen to ensure Ofgem compliance
• How to evidence it
• Templates, checklists, timelines and practical examples