New regulations were introduced in 2026 to improve how heat networks are managed and to give consumers better protection. As a result of the Energy Act 2023, Ofgem has become the Regulator of heat networks.  If heating, hot water or cooling (via a liquid) is supplied through a communal or district heating system the new rules will apply. Under the new provisions there are defined roles:

The Heat Supplier: responsible for procurement of the primary energy into the heat network (for example gas and/or electricity) and administering the heat supply arrangements with consumers which includes determining heat supply tariff rates, managing meter data collection, billing consumers and handling debt collection. We are able to undertake some or all of this role depending on your requirements and the format of occupational leases.

The Heat Network Operator: responsible for maintaining and repairing the plant and equipment that is used for the delivery of heat to consumers. This will typically be the building M&E contractor however the heat supplier is able to collect and account for operational costs of the Operator.

Consumers have protection provisions including a formal complaints, procedure, access to the Energy Ombudsman for unresolved complaints and stronger protection for residential vulnerable customers.

Supporting developers and landlords to navigate the regulations and ensure they are compliant is what we do. We will fulfill the roles under the Heat Supplier including procurement management and metering & billing services as well as providing an option to become the network Heat Supplier.

We are committed to providing clear and transparent consumer billing through the latest systems technologies. Supporting consumers with information requests and any complaints processes. Identifying and supporting vulnerable customers. Maintaining our operating systems to remain compliant with Ofgem’s requirements.