Heat Trust is all about protecting heat network consumers.

Low carbon heat networks are changing the way we heat our homes. They are set to play a key role in meeting carbon reduction targets and helping to create a sustainable energy future. The government is investing heavily in these networks and the number of UK households using them is expected to grow rapidly over the next few years.

The heat network sector is diverse, with thousands of individual heat network providers, of all shapes and sizes, but the market is currently unregulated. We believe that consumer protection is essential to the long-term success of heat networks.

Heat Trust launched in November 2015 as an independent, non-profit consumer champion for heat networks that holds the industry to account for the benefit of everyone involved.

We make sure customers enjoy the benefits of heating systems fit for the future by:

  • Applying strict customer service standards to heat suppliers, similar to those for traditional gas and electricity suppliers
  • Providing access to an independent dispute resolution service through the Energy Ombudsman
  • Working with suppliers to promote best practice, innovation and continuous improvement in customer service.

The Energy Bill will introduce statutory Ofgem regulation for the heat network sector in the next few years. You can find out more about this HERE.

Our Heat Trust scheme rules are the foundations on which these formal regulations will build and we’re working with Ofgem and government to support a smooth transition. Registration with Heat Trust gives consumers confidence and helps heat network suppliers get regulation ready.

Ofgem and DESNZ say: ‘The Heat Trust's established role in setting industry standards provides a strong foundation upon which the new regulation will build and their continued involvement will aid transition, ensuring continuity, and reducing risk of disruption for the sector and its consumers … [We] encourage parties to follow existing good practice, such as that set out by the Heat Trust.’

The Heat Trust Scheme is managed by Heat Customer Protection Limited – a not-for-profit company, and overseen by a Board and stakeholder Committee. For more information, please see our page on Governance.

An interactive map of all the heat networks that are registered with Heat Trust can be found here, along with a named list of all registered suppliers and sites here.