Get advice on heat networks

What heat networks are, and where heat network customers can get advice and support.

A heat network provides heating and hot water to buildings and homes from a central source. This means a property connected to a heat network does not need its own separate heating system such as a combi boiler or heat pump.

There are 2 types of heat networks:  

  • communal heat networks supply customers within a single building, for example a block of flats - this is currently the most common form of heat network in the UK  
  • district heat networks supply more than one building, for example housing developments, businesses, offices and shops 

Advice and support for heat network customers

For free, impartial advice and support to help resolve problems with your heat network, you can:  

Depending on your circumstances, you may be referred to the Citizens Advice Extra Help Unit. 

Complain to the Energy Ombudsman

You can take your complaint to the Energy Ombudsman if:

  • a problem you reported to your heat network supplier is not fixed within 8 weeks
  • you receive a “deadlock letter”, stating your problem cannot be fixed
  • you’re not happy with the response from your heat network supplier 

Heat networks regulation

From 2026, we will regulate heat networks in Great Britain (England, Scotland and Wales). We want to make sure heat network customers get similar protections for gas and electricity consumers. Our regulations will focus on:   

  • good customer service 
  • improving reliability of energy supply  
  • transparent, easy to understand energy bills 
  • fair pricing 

Keep in touch

To join our mailing list for updates and opportunities to engage with us on heat networks, contact heatnetworksregulation@ofgem.gov.uk. 

Publications and updates