New heat network regulations are on the way – and they’re designed to protect you.

If your home is supplied by a heat network, new regulations are being introduced to give residents greater protection and make sure everyone is treated fairly.

From January 2026, Ofgem became the regulator for heat networks, bringing them in line with the gas and electricity markets. While some of the new rules are already in place, all heat suppliers will need to meet the full set of requirements by 27 January 2027.

We’re already preparing for these changes so we can continue to provide a fair, transparent and reliable service. Over the coming months, you may notice some updates to the information and support we provide, but our commitment to you remains the same.

What this means for you

Your heat network is already subject to certain regulations, including the Heat Network (Metering and Billing) Regulations, and the new framework will build on these protections.

The new regulations are designed to give you more confidence in your heat network with benefits including:

– Clearer information about your bills and charges

– Higher standards for customer service and complaints handling

– Greater oversight of heat network providers

– Stronger protections for heat network customers, like those available for gas and electricity consumers

These changes are being introduced gradually and won’t affect your heating or hot water service.

They focus on things like:

– Fair and transparent billing

– Clearer information about your charges

– Better support for vulnerable residents

Some of the regulations can be complicated, so our goal is to break them down and simplify them into easy-to-understand chunks.

We’ll keep you updated

Over the coming weeks, we’ll be sharing more information on the Residents Hub and our Instagram page to explain what the new regulations mean for you.

We’ll cover topics including:

• • Billing

  • Fair pricing

  • Support for vulnerable residents

Our aim is to help you understand what’s changing, why it matters, and what you can expect from us.

If you have any questions in the meantime, we’re always here to help. You can contact us through the usual channels such as the Help Centre or visit the Residents Hub.

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