Who is here to support you?
Living on a heat network should feel simple and stress-free. We’re here to make sure you feel confident and supported, and we work closely with national and local organisations to protect your rights and ensure you’re treated fairly.
It can feel confusing figuring out who does what, so this guide gives you a clear overview of the organisations involved and some of the changes coming to heat network regulation.
First things first, what is a heat network?
A heat network is a system of insulated pipes that carries heat from a central source, like an energy centre or boiler room, to homes and other buildings.
Who looks after your heat network?
The day-to-day management depends on agreement between your heat network operator and other companies that handle metering, billing, or maintenance services on behalf of your heat network operator. For details specific to your home, please check your welcome pack and residential supply agreements.
The key organisations you should know about:
Ofgem
From January 2026, Ofgem will begin regulating heat networks with an initial set of rules that protect consumers, ensure fair pricing, promote reliability and create better outcomes for consumers.
Heat Trust
Since November 2015, Heat Trust has been a voluntary and independent heat customer protection scheme. For heat networks to be registered as ‘Heat Trust’ accredited, they must meet high customer service standards, provide fair treatment and transparency for heat network customers and ensure a reliable supply of heating and hot water. Heat Trust has provided support to heat network customers during the transition to Ofgem regulation.
Citizens Advice
The Citizens Advice service has been named the statutory advisor for heat network consumers in England, Wales and Northern Ireland. Providing a telephone-based advice service and having offices across towns and cities, they are there to provide you with non-biased advice and advocate for better consumer protections.
Consumer Scotland
Since April 2025, Consumer Scotland has been the statutory consumer advocate for heat network users in Scotland and works with partners Advice Direct Scotland and Citizens Advice Scotland to provide information, advice and encourage fair pricing, system efficiencies and better consumer protections.
Energy Ombudsman
The Energy Ombudsman is the independent body for resolving disputes between UK heat network consumers and suppliers, especially around issues like unfair billing, poor service or misleading information.
Other important roles:
Your Heat Network Operator
This could be either your Local Authority, Housing Association, Housing Developer or a Private Housing Management company. Your heat network operator owns the heat network infrastructure and the energy it produces; therefore, they are your energy supplier and are responsible for setting your energy tariff and standing charges. To help manage the heat network, they may work with a managing agent, concierge, metering and billing agent or an operations and maintenance provider. You can confirm who your heat network operator is by looking at the first page of your bill or by referring to your welcome pack or residential supply agreement.
Managing Agent
If your home or development has a managing agent, they are the link between you, the consumer, and the heat network operator. Responsibilities may differ on what has been agreed with your heat network operator, but they tend to ensure your heating system is running efficiently, provide customer service support and collect payments for the heat you have used.
Metering & Billing Agent
Your metering and billing provider is the company that your heat network operator has contracted with to take meter readings, produce and send bills or manage your prepayment meter. A good metering and billing agent will also provide you with customer service help should you need it.
Operation & Maintenance Provider
An operation and maintenance provider is the organisation your heat network operator has contracted with to provide proactive services on the network and equipment within your home to ensure you have a reliable supply or heating and hot water. The operation & maintenance provider may also provide reaction call out services, should you experience an outage or reliability issues with your heating and hot water.
And finally, you!
Your role is to pay your bills or top up your prepayment meter, following the responsibilities in your welcome pack or supply agreement.
Remember, Lighthouse is here to support you and there’s a whole network of organisations and your heat network operator working together to make sure you feels supported and have a reliable supply of heating and hot water.
