Get advice on heat networks

A heat network provides heating, cooling or 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: 

• 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 

Heat networks are run by operators and suppliers. Operators control and maintain the network. Suppliers provide customers on the network with heating, cooling or hot water. You should contact your supplier if you have any questions about bills, or if there is a problem with your heat network. 

If you need support with your heat network

You can get free advice and support to help resolve problems with your heat network.

If you live in England or Wales, visit the Citizens Advice website or call 0800 223 1133.

If you live in Scotland, use the webchat function at energyadvice.scot, or call 0808 196 8660. Depending on your circumstances, you could be referred to the Citizens Advice Extra Help Unit.

Complain to the Energy Ombudsman

If a problem with your heat network cannot be resolved, you can take your complaint to the Energy Ombudsman. Read our guidance about how to complain about your energy supplier.

Heat networks regulation

Our regulations for heat networks focus on ensuring good outcomes for customers, including:

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

Find out more about how we’re regulating heat networks.

Keep in touch

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