Heat Trust extends protection to more households

Thousands more people who receive heat through a heat network will now have access to free independent complaint resolution and minimum customer service standards after Heat Trust extended its eligibility requirements.

Heat Trust extends protection to more households

The independent customer protection scheme has made the change which will enable existing heat network suppliers, that do not have Heat Energy Supply Agreement with their customers, the ability to register with Heat Trust, provided that clear terms of service are provided in a new customer charter or equivalent.

To-date, heat network suppliers have been required to have a Heat Energy Supply Agreement in place with each customer before being eligible to register.

Head of scheme Bindi Patel said more than 37,000 customers were already benefiting from being on heat networks registered with Heat Trust and thousands more customers could now have the same protection as a result of the change.

She said: “The change recognises that many heat network suppliers, particularly housing authorities and local authorities, often capture heating and hot water provision in tenancy or leasehold agreements as opposed to a specific Heat Energy Supply Agreement.

“By opening up eligibility to these operators who can demonstrate they have clear commitments to specific service standards and terms and conditions in place, we are able to offer Heat Trust benefits to thousands more customers on heat networks across the UK.”

The extension of Heat Trust to such operators follows an open consultation.


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