Heat network standards consultation: what leaseholders should know

The government is consulting on new technical standards for heat networks across Great Britain, aiming to improve reliability, efficiency and consumer protection. With a new regulatory regime now in force, LEASE Legal Adviser Jacenta Mubiru explains what’s changed, the common issues leaseholders face, where to go for help, and how to respond to the consultation.

Heat networks deliver heat from a central source to multiple homes in one building (communal heat networks), or to several different buildings (district heat networks). These systems are especially common in new developments, blocks of flats and urban areas, and are crucial to the UK’s low-carbon ambitions.

As the sector grows, new regulatory changes were introduced in January 2026 to ensure consistent standards and accountability for providers and greater clarity for consumers.

Operators of heat networks must now hold a licence, comply with performance monitoring, and meet obligations concerning consumer rights. Ofgem acts as the principal regulator, providing support and oversight for residents. The new regime emphasises transparency in billing, technical reliability, and clear communications from network providers.

• Unclear or unexpected billing – customers may have issues with confusing charges, estimated bills, or unexplained price increases.
• Service interruptions – outages or inconsistent supply of heating and hot water can affect daily life, particularly in colder months.
• Poor customer support – difficulty in getting help, slow responses, or unresolved complaints are common frustrations.
• Technical faults – problems with meters, pipes, or central boilers can lead to efficiency losses or breakdowns.
• Contract and lease disputes – questions about the terms of your lease or what your landlord or management company should provide under the network service.

Step 1: Contact your heat network operator

Start by complaining to your heat network operator or management company directly. They are legally required to have a formal complaints procedure and must respond within a set timeframe – usually 8 weeks. Document all communications and keep copies of your bills and correspondence.

Step 2: Consult the Leasehold Advisory Service website

We provide guidance for leaseholders, and independent advice on your rights, billing disputes, and what your landlord or managing agent is responsible for. Our online resources include advice guides and links to support organisations.

Step 3: Escalate to the Energy Ombudsman

If the operator does not resolve your complaint, escalate it to the Energy Ombudsman. The Ombudsman reviews disputes and can require the operator to pay compensation, give you an explanation, or make changes to put things right. The process is free and impartial for consumers.

Step 4: Contact Ofgem for regulatory enforcement

If you believe your operator is persistently breaching standards or regulations, contact Ofgem. Ofgem has the authority to investigate, enforce compliance, and charge penalties for providers who do not meet their obligations.

• Keep detailed records of all communications, bills, and service interruptions.
• Check your lease or tenancy agreement to understand your rights and responsibilities.
• Use LEASE’s guides and advice servce for independent advice.
• Escalate unresolved issues to the Energy Ombudsman or Ofgem as appropriate.

The government is seeking views on introducing technical standards regulations to the heat network sector. The consultation is detailed and technical, but you do not need to answer every question for your views to be taken into account.

The most important questions for residents are those dealing with costs, access to your home, and leasehold issues. In particular, you may wish to focus on:

• how the scheme could affect what you pay (including the cost of new or replacement meters) – see questions 24 and 26
• whether heat suppliers should have rights to enter your flat to carry out works (questions 35 to 37)
• how the proposals will work in buildings where flats are held on long leases (question 33)

These issues are covered in a small number of key questions, and you can choose to respond only to these. You do not need to answer the more technical questions on how the scheme will be administered or audited, as these are aimed at engineers and industry specialists.

Leaseholders are encouraged to respond, as the proposals could affect service charges, access to their homes, and protections against unexpected costs. The government has specifically asked for views on how the scheme will impact people living in leasehold properties.

This consultation closes at 11:59pm on 15 April 2026. You can respond online or via email to [email protected].