Heat networks
From January 2026, Heat Networks will be regulated by Ofgem, which will mean that all heat network customers will have similar customer protections like gas and electricity customers have.
Ofgem are introducing a number of Consumer Protection standards for Heat Networks, some key factors of these standards include:
- Good customer service
- Improving reliability of energy supply
- Clear and easy-to-read bills
- Fair and transparent pricing
What is a heat network?
A heat network is a system that provides heat to more than one property, this can range from systems that supply heat to hundreds of properties or just two. The heat is usually transferred through a network of pipes and radiators that contain water.
Benefits
✔ Energy security – safe and steady supply, less affected by changes in energy markets
✔ Saves space – no need for a boiler in every home
✔ Better for the environment – one energy source uses less energy and creates less pollution
Your bills
Housing 21 is your heating supplier. We buy energy through our broker at the best price we can, then provide it to you as heat.
We will keep providing heat in the same way. We have updated our policies and paperwork to follow the new rules.
There are two ways you could be paying for your heat:
- One: With a meter
- Two: Through your service charge
If you have a meter in your flat, your bill is based on what you use.
Servicing and repairs
We regularly check and service all heat networks to make sure they are safe, work well, and run efficiently.
If your home has its own meter and heat unit, we will service it every two years. If it is a central system for the whole building, this will be serviced once a year.
If you need a repair for your heating speak to your local manager, alternatively for out of hours support call Appello: 0333 321 6450
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Emergency repairs: we aim to come out within 24 hours
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Other repairs: we will book the next appointment that works best for you
If you have a problem or question:
We do our best to make sure your heat network runs smoothly. But if something goes wrong, or if you have questions, here is who you should contact.
- Firstly, contact Housing 21 and follow our complaints process.
- If you still need help, contact Citizens Advice on 0808 223 1133
- If unresolved after eight weeks, you can contact the Energy Ombudsman with heat network complaints
Find out more: Visit Ofgem's website