Enhanced Rights for District Heating Users: Key Changes Explained

The recent implementation of enhanced rights for district heating users marks a significant shift in energy regulations in Great Britain. Starting January 27, 2026, customers using heat networks will benefit from new protections, ensuring fair treatment in various aspects including billing and customer service.

Overview of District Heating and New Regulations

A heat network, commonly referred to as district heating, provides heating and hot water to multiple properties from a centralized source. This system differs from traditional heating methods, where each property is individually responsible for its heating solution. More than 500,000 customers in England, Scotland, and Wales will now receive the same protections as consumers using conventional gas and electricity connections.

Key Changes for Customers

The new regulations cover several essential areas, affecting how heat network providers interact with customers. These include:

• Billing: Customers will receive annual bills based on actual usage, with monthly readings prioritized for those with smart meters.
• Account Statements: Households on prepayment meters must be provided with yearly account statements.
• Back-Billing Protection: Users cannot be charged for energy consumed over 12 months ago, or 18 months if part of a bundled payment.
• Payment Options: Customers can request changes in payment methods, which providers must accommodate without unreasonable delays.
• Refunds: Customers can request timely refunds of their credit balances, with clear explanations if denied.

Support for Vulnerable Customers

Vulnerable customers, including the elderly and those with disabilities, now receive enhanced protection under the new regulations. Key provisions include:

• Protection from disconnection during winter months if vulnerable individuals reside in the household.
• Assessment requirements prior to the installation of prepayment meters in vulnerable households.
• Support services tailored to their specific needs, including the ability to nominate a representative for communication and assistance.

Regulatory Oversight

The energy regulator, Ofgem, now holds the authority to oversee heat network operators. This includes addressing issues related to poor service and unfair pricing practices. Although there is no price cap similar to those in place for gas and electricity, operators are mandated to maintain fair pricing.

Steps to Take If You Experience Issues

For district heating customers wishing to address complaints or concerns, the process begins with direct communication with the heat network provider. If issues remain unresolved, customers can proceed to the following steps:

• Contact your supplier to discuss the problem and seek resolution.
• If further assistance is required, reach out to Citizens Advice or Advice Direct for guidance.
• Should the issue persist beyond eight weeks, escalate the matter to the Energy Ombudsman for intervention.

Priority Services Register

All heat network providers are compelled to maintain a Priority Services Register. This register identifies households requiring additional support and allows individuals to request inclusion if they meet eligibility criteria, ensuring they receive the necessary assistance.

The introduction of these enhanced rights represents a significant advancement for district heating users in Great Britain, fostering a more equitable energy landscape.