Heat Trust has welcomed findings from the Government’s Heat Network Consumer Survey, released today, which has found that heat networks registered with the scheme are providing better billing and customer service standards for consumers.

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Heat networks customers are mainly complaining to the Energy Ombudsman about billing, according to a landmark report launched today by Heat Trust.

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Following an article on district heating on Radio 5 Live, Heat Trust has made the following statement. 

“Heat Trust is a voluntary scheme that sets the standards for high quality customer service and protection for people living on district heating schemes. Customers on heat networks registered with Heat Trust can refer complaints about their supplier to the Energy Ombudsman in the same way as electricity and gas customers.  It is vital that issues raised by customers are addressed proactively and swiftly. We encourage customers with complaints that are unresolved after eight weeks and are on heat networks that are registered to Heat Trust, to contact the Energy Ombudsman who can investigate their complaint thoroughly and independently.

“The Scheme’s customer service standards are set by an independent committee, with representatives from consumer bodies, local authorities, housing associations, Scottish and UK governments and heat suppliers. We believe all heat networks should be required to meet the service standards set out by the Heat Trust, and this should be a condition of receiving any government funding.”

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6th February 2017

Following an article in The Observer on district heating and customer service, the Heat Trust has issued the following statement:

“At Heat Trust, we believe that value for customers and trust in the sector must be built on a foundation of basic customer protection: clear quality of service, strong minimum standards, and an independent way to settle disputes.

Heat Trust has established a consistent set of service standards that we believe all heat suppliers should provide their customers, and puts in place access to an independent Ombudsman to hold suppliers to account if they fail to deliver those standards.

The Heat Trust Scheme is stakeholder-led, with an independent Committee that is responsible for ensuring the standards set by the Scheme are robust. As Heat Trust moves into our second year we remain committed to working with all stakeholders to help build and grow a fairer, more transparent market for all customers of heat networks.”

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