Domestic consumer views on heat networks
Insights into the experiences and needs of heat network domestic consumers.
Main points
- Participants’ initial understanding of what being in a property on a heat network involved was very low; initial expectations do shape consumers’ experience of heat networks.
- Participants had varied experiences but expect consistently reliable heat and outages were a defining issue; these feel more disruptive and harder to resolve than issues with traditional boilers.
- Views on affordability were mixed and contextual; positive when costs were predictable, stable, and perceived as lower than alternatives but negative when costs were unpredictable, rising sharply, or poorly explained.
- Participants reported more complex customer journeys when experiencing issues with their heat network, especially when more than one organisation is involved.
- Billing transparency has been identified as a major user need, building trust in the system and enabling consumers to potentially reduce their costs.
Methodology
We conducted in-depth qualitative interviews with 34 consumers living in properties on heat networks. The interviews were conducted by Ofgem social researchers between June and December 2025, either online or via telephone. Participants from various demographics across Great Britain (England, Scotland and Wales) took part in the research, including those in vulnerable circumstances.