Combined Heat & Power, District Heating & Cooling, Demand Side Services, Energy Efficiency

Heat networks and customer protection

Published on 11 April 2017

This customer information sheet, put together by Heat Trust, gives an explanation of district heating. It also provides information on Heat Trust, a new customer protection scheme, and what to do if you have a complaint about your heat supplier

Heat networks and customer protection | ADE guidance

Heat Trust has developed rules that set a common standard in the quality and level of customer service expected from heat energy suppliers. It also provides an independent process for settling complaints between customers and their heat supplier. The standards of service have been designed to be comparable to those required by electricity and gas suppliers. Areas covered by Heat Trust include:

  • support for vulnerable heat customers and customers that need extra support
  •  procedures for reporting and responding to a fault or emergency
  • metering and billing, debt management and complaint handling.
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