What is a heat network?
A heat network is a system that provides heat and hot water to several homes, from a central energy source such as a plant room or energy centre.
Properties connected to a heat network are linked through a network of insulated pipes. Hot water is piped into homes and then back to the central energy source to be reheated.
It’s different from central heating, where each property has its own boiler and heating system. If your home is connected to a heat network, you do not need a boiler, but with most modern systems you will have a heat interface unit (HIU), which can look very similar to a boiler. This controls the heating for your home and includes a heat meter to measure the amount of heat used.
There are 2 types of heat network:
- a communal heat network supplies several properties within one building – for example, 80 flats in a high-rise block
- a district heat network supplies properties in several buildings – for example, 3 townhouses and 80 flats across 2 high-rise blocks
How properties on a heat network are billed
If your property is connected to a heat network, bills may be included in your rent or service charges, or you may be billed separately.
Some systems use credit billing such as Direct Debit, while others use prepayment meters, so you pay as you go for your heating.
With most modern systems you’ll have a heat meter installed in your home. Bills are based on:
- the amount of energy you use
- a fixed standing charge, to cover costs such as management of the heat network and your heat interface unit
With some older systems your usage is not metered, and you’ll pay a fixed amount that does not depend on how much heat you use.
You can compare the total cost of heating a home with a district heat network or an individual gas boiler using the Heat Trust’s Heat Cost Calculator.
What to do if you have a problem with your heat network
It’s usually best to try to resolve problems by contacting your heat supplier first.
Your heat supplier is the organisation that your contract is with. This might be a separate contract or part of your lease or tenancy agreement.
You should be able to find your heat supplier’s contact details on your bill, or on their website. If you do not know who your heat supplier is, ask your landlord or the organisation that manages your building, or whoever you pay ground rent or service charges to.
If you cannot afford to pay
If you think your bill is correct but you cannot afford to pay it, contact your heat supplier and ask if you can arrange a repayment plan.
If your heat supplier will not agree to a repayment plan, you can contact Citizens Advice for help.
If you think you’ve been wrongly billed
If you think a bill you’ve been sent is wrong, contact your heat supplier to challenge it.
Ask your heat supplier to explain how the bill was calculated. Check that it’s been calculated in the way your lease agreement says.
If you still think the bill is wrong or unfair, you should complain to the heat supplier. If you’re not happy with how they resolve your complaint, you can contact the Energy Ombudsman.
Complaining to the Energy Ombudsman
The Energy Ombudsman is a free, independent service that can investigate and resolve disputes between customers and energy companies, including heat suppliers for properties on heat networks.
The Energy Ombudsman can investigate disputes about:
- unfair or unprofessional treatment
- taking too long to deal with a problem
- misleading information
- failing to comply with the requirements of the Heat Trust, which is an independent organisation that sets standards for heat networks and makes sure customers are treated fairly
How to complain to the Energy Ombudsman
Before contacting the Energy Ombudsman, contact your heat supplier first and work with them to resolve the dispute.
You’ll need to give them 8 weeks to resolve the dispute. If they think they cannot do anything to resolve it, they might send you a letter or email called a deadlock letter, allowing you to contact the Energy Ombudsman sooner.
After 8 weeks, if you’re not happy with their response, you can register the dispute with the Energy Ombudsman using their website or by phoning 0330 440 1624.
Find out about the Energy Ombudsman’s process and how to register a dispute.
If you’re not happy with the Energy Ombudsman’s decision
The Energy Ombudsman will send a decision to you and the heat supplier.
If you’re not happy with the decision and if the charge for the heat network is part of your service charges, you can apply to the First-tier Tribunal (Property Chamber), which is an independent tribunal that deals with cases about leasehold properties.
Find out more about application to the First-tier Tribunal (Property Chamber).
