Around half a million heat network consumers across the country will now have access to the Energy Ombudsman’s free dispute resolution service, thanks to new legislation coming into effect from 1 April 2025.
For the first time, domestic and microbusiness customers on heat networks will be able to bring unresolved complaints to the Energy Ombudsman, closing a long-standing gap in consumer protections within the energy sector.
If a dispute remains unresolved after eight weeks, or the consumer receives a deadlock letter from their supplier, they will now be entitled to escalate the case to the ombudsman.
This change means heat network suppliers must now comply with the Energy Ombudsman’s requirements, ensuring consumers have access to fair and independent redress.
Chief Ombudsman Ed Dodman said: “This legislation marks a major step forward in safeguarding heat network users. Consumers will no longer be left without options when problems arise, increasing trust and fairness across the sector.”
Minister for Energy Consumers Miatta Fahnbulleh added: “These new services are a crucial first step to ensuring that heat network users receive fair pricing, support and compensation when things go wrong.”
Heat networks distribute hot water from a central source to multiple properties, commonly found in cities and flats.
They eliminate the need for individual boilers, offering an efficient heating alternative.
Consumers unsure of their heat network supplier are advised to check their heat supply agreement, billing information, or contact their landlord or property manager.
All complaints should first be raised directly with the supplier.
If unresolved, consumers can now seek free redress through the Energy Ombudsman.
