The Association for Decentralised Energy (ADE) today welcomes the Energy Ombudsman’s new role as the official dispute resolution body for Great Britain’s heat network customers, effective 1 April. This long-awaited step strengthens consumer protections while reflecting the sector’s progress in delivering reliable, low-cost heating.
Caroline Bragg, CEO of the ADE, said, “The Energy Ombudsman’s launch is a win for consumers, adding a vital layer of accountability and providing a safety-net for those worst-case scenarios. Government data shows most heat network users are more satisfied and pay less than traditional heating customers, but we cannot ignore those who face unacceptable service failures.
This new safeguard, paired with existing frameworks like Heat Trust, will help drive consistency across the sector. We’re delighted that Heat Trust standards will become the baseline for the whole sector once Ofgem goes live in January. Heat networks are key to affordable, low-carbon heating and we’re committed to ensuring they work for everyone.”
Recent attention on isolated cases of poor customer experiences risks overshadowing the broader reality of heat network users’ satisfaction. A 2022 survey by the Department for Energy Security and Net Zero (DESNZ) revealed that 74% of heat network consumers are satisfied with their heating systems, higher than the 67% satisfaction rate among gas and electricity users. Median annual heating costs for heat network customers (£600) were also significantly lower than traditional systems (£960).
However, the sector acknowledges challenges resolution processes require improvement. The Energy Ombudsman’s arrival will provide a formal avenue for unresolved disputes, ensuring fairness and accountability.
Critically, heat networks signed up to the voluntary Heat Trust Scheme – already a gold-standard for customer protection – will see no change. Their existing access to the Ombudsman remains intact. Heat Trust suppliers are pre-registered with the Ombudsman, guaranteeing continuity for customers.
Heat networks, which use heat from local sources, are projected to unlock £100bn in UK infrastructure investment by 2050 while cutting carbon emissions. The sector is poised to play a central role in the UK’s net-zero transition.
