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Heat Networks

Heat network companies: Agreement on consumer protection in response to the impact of Covid

13 November 2020

ADE heat network members recognise that Covid-19 has created further risks for customers.

In response to the exceptional circumstances caused by the coronavirus pandemic, members of the Heat Network Industry Council agreed and published in early May a statement setting out how companies will go above and beyond to support customers during this difficult time.  The Council has now given this agreement to the ADE in order to support further companies to sign up, including those who are not members of the Council.

This is a voluntary agreement and the organisations who have signed up to this agreement do so for the heat networks where they have the authority to do so.  

In all cases, the statement encourages heat network companies to work with customers and be responsive to their individual circumstances.  

This statement is being monitored by the Heat Trust. Each company has published a qualitative statement that can be found below. They also submit confidential quantitative submissions to Heat Trust on a quarterly basis. A summary of this quantitative submission is published anonymised and in aggregate by Heat Trust. The first summary can also be found below.  

The ADE strongly welcomes heat network companies who want to sign up to this agreement. If you would like to sign-up, please email Caroline Bragg at 

So far, this agreement has been signed by the following organisations:  

  • EDF Energy 
  • ENGIE  
  • Energetik 
  • E.ON 
  • Pinnacle Power  
  • SSE Heat Networks Ltd. 
  • Switch2  
  • Vattenfall  
  • Veolia 
  • Vital Energi  
  • Metropolitan UK
  • Enviroenergy (wholly owned by Nottingham City Council)

Where a consumer has signed a Heat Supply Agreement or Residential Supply Agreement with a supplier named above, and where the supplier named above is not acting as an Agent for a Third Party Provider, they will be covered by this statement. 

Download the full statement below.

Read our press release on the consumer protection agreement

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