Part 1 - At present, heat network consumers are not afforded the same levels of consumer protection that gas and electricity consumers receive. While heat networks currently provide around 3% of total heat, they are expected to provide around 20% by 2050. There are many prevalent issues in the sector around poor technical design, variations in customer service and the large number and diversity of heat network entities, which means consumer protection is much needed. 

Regulation of the heat network sector will take effect from January 2026. In the meantime, DESNZ and Ofgem have been and continue to consult on various aspects of the regulations to inform the final regulatory regime. 

Kate Hill from Cornwall Insight talks to Steven Knight from The Heat Trust, Charlotte Witso from Citizen's Advice and Alistair Hill from Consumer Scotland to get their response on a number of aspects covered in some of the latest consultations.

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