On district or communal heating? You now have stronger rights if something goes wrong – here's what's changing

A heat network, also known as district heating or communal heating, is a system that provides heating and hot water to multiple properties from a single central source, rather than each individual property having its own heating system.

This previously unregulated industry now comes under new rules, which bring more than 500,000 heat network customers across England, Scotland and Wales closer in line with households supplied by traditional gas and electricity connections – something MoneySavingExpert.com and its founder Martin Lewis have been supportive of. These regulations apply whether you pay your supplier directly or if you pay your landlord for your energy.

However, households who use heating oil or Liquefied Petroleum Gas (LPG) to heat their homes are not covered. These markets are still unregulated.

The new rules cover billing, customer service and more

If you're supplied by a heat network, under the new rules you:

• Will be issued a bill at least once a year, which is based on actual (not estimated) use. If you have a meter capable of automated readings, such as a smart meter, your supplier must take all reasonable steps to obtain a meter reading each month and bill you accordingly. You cannot be charged for receiving a bill unless requesting a copy of a previously issued bill.

• Will be provided with an account statement at least once a year if you're on a prepayment meter. This should include a projection of your use for the next 12 months.

• Cannot be back-billed for energy used more than 12 months ago. Or 18 months ago if you are back-billed as part of a 'bundled' package – for example, you pay one amount to cover rent and service charges. The exception to this is if you "unreasonably obstructed" your provider from receiving payment. This rule doesn't apply to back-bills sent prior to today (27 January 2026).

• Must be offered a choice of payment method. If you request to change this, your supplier must not unreasonably refuse or delay doing so.

• Can request a refund of your credit balance. The funds must then be returned in a timely manner, unless it is "fair and reasonable" not to. If you are refused, your heat network must explain why.

• Can expect to receive proactive help if you fail to pay your energy bill for two consecutive months (or you miss one quarterly payment). Here, you must be offered a tailored debt recovery plan. Your heat network provider must also explore the option of fitting a prepayment meter before disconnection.

• Cannot be asked for a security deposit if you have agreed to use a prepayment meter.

Additional regulations will be introduced throughout this year, including rules on compensation if you lose access to your heating supply.

The regulator can now act if heat network operators put up prices unfairly

The change also means energy regulator Ofgem now has the power to act if a heat network operator delivers a poor level of service or puts up prices unfairly. The new regulations state that heat network prices should be "fair and not disproportionate".

But there are no plans to introduce a Price Cap, as there is in place for gas and electricity consumers.

Vulnerable customers now have stronger protections

Heat network customers who are considered vulnerable – for example, the elderly, those with young children, and those with a physical or mental disability or a long-term illness, as outlined in the scenarios below – also now have stronger protections from disconnection and involuntarily installed prepayment meters.

If you are vulnerable and you fail to pay your bill, your heat network supplier:

• Cannot disconnect you from your hot water and/or heating supply...
  - at any time where someone in the household needs heating or hot water throughout the year for medical reasons;
  - between October and March if your household includes someone under two years old, over 75, disabled, terminally ill, or chronically sick.

• Cannot remotely switch your meter to prepayment mode if your home has someone...
  - over 75 years old;
  - under two years old;
  - who is disabled;
  - suffering from chronic or terminal illnesses.

• Must carry out vulnerability and affordability assessments before force-fitting a prepayment meter for certain other homes, including households...
  - in need of a continuous supply of heating or hot water for medical reasons;
  - with an occupant who has a serious mental or developmental disability;
  - with children under five years old;
  - with an occupant who is temporarily considered vulnerable due to being pregnant or for another health-related reason.

For the most vulnerable customers, heat network operators must also offer support, such as nominating a person who can act on their behalf, regular meter reading services, communication in an accessible format (for example, large print or braille), priority support in emergencies, and enabling the set-up up of ID and password schemes if a visit is required.

Check if you should be on the Priority Services Register

In addition, all heat network providers are also now required to operate a Priority Services Register (PSR) and identify households who should be on it. You can also request to be added to the PSR or register someone who you believe should be on it. Just enter your postcode on the PSR website and follow the instructions to notify the company that delivers your gas and electricity (this is different to the firm that bills you for energy use).

What to do if you're having issues with your heat network provider

Households on a heat network have been able to take complaints to the Energy Ombudsman since April 2025, which is also when Citizens Advice (England and Wales) and Consumer Scotland (Scotland) became the official consumer advice services for heat network customers. If you're experiencing problems, here's what to try:

1. Talk to your supplier directly. Your first move is to talk to your heat network provider, or to your landlord if you pay for energy as part of your rent. You can raise the issue and see if they'll sort it out for you, and if not, go through your supplier's complaints procedure to try to force it to act.

2. Need more help? Contact Citizens Advice. If you're a heat network customer in England or Wales, you can speak to a dedicated heat networks adviser for free via charity Citizens Advice on 0808 223 1133 (Monday to Friday, 9am to 5pm). If you're in Scotland, you can speak to an adviser for free via Advice Direct on 0808 196 8660 (Monday to Friday, 9am to 5pm) or by visiting energyadvice.scot.

3. Escalate your complaint to the Energy Ombudsman. If it's been more than eight weeks since you first contacted your heat network supplier about your issue and it hasn't been resolved, you can escalate it to the free Energy Ombudsman.