From today, Scottish households and small businesses on heat networks can access dedicated support through Advice Direct Scotland (ADS).
This marks the first step towards wider regulation set for January 2026. ADS advisers will assist with billing, affordability and energy efficiency, while vulnerable consumers can be referred to Citizens Advice Scotland’s Extra Help Unit.
Funded by Consumer Scotland, this initiative will also inform research to improve heat networks.
Future UK Government regulations will grant heat network users protections similar to gas and electricity customers, with Ofgem overseeing compliance and the Energy Ombudsman handling disputes from 2026.
Chief Executive of Consumer Scotland Sam Ghibaldan said: “This partnership between key consumer bodies in Scotland is a major step forward in improving outcomes and experiences for heat network customers.
“We want to ensure heat network customers in Scotland have access to safe, affordable, reliable low carbon heating and the introduction of consumer advocacy and advice into existing energy advice services will help ensure consumers are protected from harm, are well informed and have access to advice and help should they need it.”
Andrew Bartlett, chief executive of ADS, added: “Heat networks are a vital part of the transition to a cleaner, better energy system offering a great potential resource all over the country and we fully support the growth of high-quality heat networks that deliver real benefits to consumers. We are here to support customers to ensure that heat network users get the service they deserve.”
