Heat Networks
Since January 2026, Heat Networks have been regulated by Ofgem, which means that all heat network customers will have similar protections to gas and electricity customers.
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
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.
✔ 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
We buy energy through our broker at the best price we can, then provide it to you as heat.
There are two ways you could be billed for your heating:
- 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.
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
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
We have set 21°C as the standard minimum temperature for Housing 21 schemes. This helps us provide a consistent and comfortable heating service for residents.
If residents would prefer a higher temperature, this can be discussed and agreed through the Choice and Consensus process. We have chosen 21°C because trusted organisations, including Age UK, recommend this as a safe and healthy temperature for the home. Following this guidance helps us provide a reasonable minimum standard for everyone.
Heating systems differ from court to court. Because of this, the changes we can make to heating settings and controls may vary depending on the type of system installed in each scheme.
Read our full Frequently Asked Questions about setting one standard temperature for comfort.