Heating your home

Your heat network

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 from one main source to lots of homes or buildings through special insulated pipes. The heat usually travels as hot water or steam.

In simple terms, instead of each apartment having its own boiler, the whole scheme or block shares one big heat source in a plant room that sends the heat to everyone.

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.

Because of the new rules, we will introduce new Heat Supply Agreements. These agreements will explain how Housing 21 supplies heat to your home.

Nothing will change for you, 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

Emergency repairs: we aim to come out within 24 hours.
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.

What if I need extra support?

Housing 21 has a Priority Services Register (PSR). This gives extra help to residents who may need more support.

If you are on the Priority Services Register (PSR), you could get extra support with, but not limited to:

Faster help if your heating breaks
Extra support and advice with your heat and hot water bills
Information in a format that works best for you (for example, large print)

You can join the Priority Services Register (PSR) yourself, or add a family member to it.

To join our Priority Services Register (PSR):

Call

Email: