Guides › Energy and Water Bills › Communal Heating (Heat Network) Problems
Communal Heating (Heat Network) Problems
If your heating and hot water come from a communal or district heat network, Ofgem has regulated it since 27 January 2026. Suppliers and operators are expected to provide reliable service and fair prices and to treat customers fairly, especially those in vulnerable circumstances. Complain to your heat supplier first.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Heat Network Regulation
What Changed
From 27 January 2026 Ofgem regulates heat networks in Great Britain. Suppliers and operators are expected to provide reliable service and fair prices and to treat all customers fairly, especially those in vulnerable circumstances. Ofgem encourages heat network suppliers to join the Energy Ombudsman Heat Network Supplier scheme, and said enforcement would be flexible in the first year. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksSupplier answers your complaintThen check whether it uses the Energy Ombudsman
Steps to Take
Step 1 of 5
Find out who supplies your heat (it may be your landlord or a managing agent).
Step 2 of 5
Complain in writing about outages, bills or prices. Our free letter templates can write it for you.
Step 3 of 5
Ask whether your supplier is in the Energy Ombudsman scheme.
Step 4 of 5
If you are vulnerable, tell the supplier.
Step 5 of 5
If unresolved, take it to the Energy Ombudsman if your supplier is a member.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Heat Supplier
Complain here first, in writing.
Energy Ombudsman
After 8 weeks with no resolution, or when you get a deadlock letter.
Good to Know
Small things that make your complaint stronger.
Keep copies of heat bills: they help show unfair price changes.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofgem.gov.uk/blog/countdown-launch-new-regulatory-rules-heat-networks Checked 13 October 2026
- energyombudsman.org/advice-for-consumers/what-is-back-billing Checked 12 October 2026