New Heat Network Rules: What You Need to Know
You may have heard that the way heat networks operate is changing. New Ofgem regulations will ensure fairer pricing, clearer billing and improved service standards for residents.
Here’s what you need to know and how these rules benefit you:
– Clearer Billing – your suppliers must provide detailed, easy-to understand bills.
– Improved Reliability – more robust maintenance and service standards.
– Dispute Resolution – a formal complaints processes to protect residents.
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information about how these regulations affect you.
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Who is your Heat Supplier?
Your heat supplier is the organisation responsible for providing your home with heating andhot water through a heat network. Unlike traditional energy suppliers that deliver gas orelectricity, heat suppliers operate and maintain a centralised heating system thatdistributes heat to multiple homes or buildings.
Their responsibilities include:
How is a Heat Supplier Different from an Energy Provider?
– You can’t switch heat suppliers like you can with gas or electricity.
– Costs are based on shared infrastructure, not individual delivery.
– Ofgem’s new regulations will bring in clearer pricing and service guarantees.
Not sure who your heat supplier is? Check your tenancy agreement, leasehold documents or heating bills.
Why Ofgem Regulations Matter to You Currently
Currently, heat networks are not as strictly regulated as other utilities, butupcoming Ofgem regulations will ensure an overall alignment with other utilityregulations. Residents in heat network properties have faced issues like unclearbills and service interruptions. Ofgem’s new rules are designed to fix this.
What’s Changing?
The changes in more detail
Back-Billing Restrictions
Heat suppliers may no longer bill customers for energy used beyond the previous 12 to 18months, except in cases where the customer is at fault (e.g., tampering with a meter) or under specific regulatory exceptions. This protects residents from unexpected or unfairly large bills.
– You’ll have peace of mind knowing that old billing errors or delayed charges can’t be backdated indefinitely.
– If errors are identified, you’ll only be billed for a limited, manageable period, ensuring greater financial certainty.
Tariff Change Notification
Suppliers must notify customers at least 30 days before increasing energy tariffs. If a supplier fails to notify residents, they must follow specific processes under Ofgem’sguidance to correct this oversight.
– You’ll receive advance notice of any price increases, giving you time to plan your budget or query the changes.
– Heat suppliers will be held accountable for keeping residents informed about changesto tariffs, ensuring greater transparency.
Tailored Support for Vulnerable Customers
Vulnerable customers will receive enhanced protections, building on existing schemes like Heat Trust’s priority services. This includes tailored assistance, such as early communication about issues, financial support, or access to emergency heating provisions.
– If you or someone in your household is classed as vulnerable, you’ll have access to improved services designed to meet your specific needs.
– Enhanced protections will ensure that vulnerable residents are prioritised during outages or other service issues.
Digital Platform for Regulation
Ofgem is developing a digital platform to improve oversight of heat networks. Heat suppliers will need to report key performance indicators (KPIs) regularly, such as response times to complaints, refunds, or unplanned outages.
– Your heat supplier will be monitored more closely, ensuring better accountability and quicker responses to issues.
– The platform will provide clear metrics on your network’s performance, giving you greater insight into service reliability.
Ofgem’s Step-In Rights
Under the new regulations, Ofgem will have the authority to intervene if a heat supplier fails to meet obligations or goes out of business. This includes taking over operations temporarily or overseeing a transition to a new supplier.
– Your heat supply will be safeguarded even if your current supplier faces financial or operational difficulties.
– Ofgem’s intervention ensures that heat services remain uninterrupted, protecting you from potential disruptions or confusion during supplier changes.
What These Changes Mean for Residents
The upcoming regulations place residents at the centre of heat network reforms. By prioritising fairness, transparency, and reliability, these changes aim to provide you with:
– Greater Clarity: clearer bills and pricing structures.
– Better Protections: enhanced support for vulnerable residents and safeguards against service failures.
– Improved Service: reliable heating and hot water, with greater accountability from suppliers.
These regulations will modernise heat networks, ensuring they deliver the quality of serviceresidents expect. Stay informed about updates from your heat supplier and Ofgem to makethe most of these changes.
Challenges Ahead for Heat Suppliers
Implementing these regulations isn’t easy. Suppliers must:
– Upgrade infrastructure to meet new standards.
– Ensure compliance with Ofgem’s rules.
– Educate residents about their rights and new protections.
What This Means for You:
– Short-term disruptions may occur as suppliers make upgrades.
– You’ll have better insight into how your heat network operates.
How Ofgem’s Heat Network Regulations Affect You
As a resident, you’ll notice key improvements:
✔️ Simpler bills – easy-to-read breakdowns.
✔️ Fewer interruptions – stricter maintenance rules.
✔️ Faster dispute resolution – clear complaints processes.
Key Dates for Ofgem Regulations
2025 – Regulations finalised; heat suppliers begin preparations.
2026 – Full compliance deadline.
What You Can Do Now: Check your heat supplier’s updates on how they’re preparing. Understand your rights under the new rules.
More information and useful links:
Ofgem Support
Find advice if you need extra help, have difficulties with your energy supply or want to complain. Save money and get greener with your energy use with our tips on switching,government grants, benefits, and energy efficiency schemes.
Visit the Ofgem website.
Get help if you cannot afford your energy bills
Find out where to get help if you’re worried about paying your electricity or gas bills here
What is Heat Trust?
Heat Trust is an independent body that sets high service standards for heat suppliers. If your supplier is Heat Trust-registered, you’ll get extra protection.
Check if your supplier is a Heat Trust member here.
Heat Trust ensures
– Billing transparency & fairness
– Reliable service & systemmaintenance
– Independent dispute resolution