Heat networks: help and support

Details

We've published guidance and supporting documents to help heat network operators and suppliers understand their regulatory obligations. You can also contact us with certain types of queries.

What we can help with

We can respond to general queries relating to:

• the heat networks registration process
• technical issues with the digital registration service
• locating relevant Ofgem guidance and published documents
• the structure and purpose of authorisation conditions
• compliance requirements

What we cannot help with

We are unable to help with queries relating to:

• providing legal advice or confirming how legislation applies to your specific circumstances
• resolving commercial or contractual disputes between parties

General queries

For general queries, email heatnetworkregulations@ofgem.gov.uk.

If your query relates to a specific heat network, include your heat network authorisation ID (for example, HND1000000). This is a number that we’ll assign to your heat network and provide you with after you’ve registered on the digital service.

Technical queries

If you experience any technical issues with the digital service while completing your heat network registration, email heatnetworkregulations@ofgem.gov.uk.

To help us investigate and resolve your issue as quickly as possible, include the following information:

• organisation name
• a brief description of the technical issue
• the steps you took before the issue occurred
• a screenshot of the issue if possible

Consumer queries

If you’re a heat network customer and would like advice or support, find out how you can get help.

Guidance

We’ve published a range of guidance on heat networks regulation.

Other supporting material

There’s also a growing playlist of supporting videos on our YouTube channel. This includes content on how to prepare for registration.