Heat networks regulation: consumer protection guidance

Details of outcome

We are proceeding with the intended guidance, using stakeholder suggestions to make changes where appropriate in order to finalise the guidance ahead of regulatory commencement.

Read the heat networks regulation: consumer protection guidance

Read the full outcome

Read the full outcome of this consultation in our online consultation.

Original consultation

Consultation description

This consultation follows Heat networks regulation: implementing consumer protections, published by the Department for Energy Security and Net Zero (DESNZ) and Ofgem on 7 November 2024. The responses to this consultation have been analysed and the government response was published on 8 August 2025.

We are now seeking views on our draft guidance for the rules and requirements set out in our heat network authorisation conditions, relating to the Standards of Conduct, Quality of Service, Billing and Transparency, Back-billing, Heat Supply Contracts, Protections for Consumers in Vulnerable Situations, and Security of Supply.

Who should respond 

The consultation will be of interest to the heat network industry, including:   

• consumer advocacy groups 
• industry trade associations 
• energy supply companies 
• local authorities 
• housing associations 
• managing agents, property management companies and developers 
• landlords 
• building owners 
• heat network consumers  

How to respond 

This consultation closed on Friday 17 October 2025.