Heat network regulations and consumer protections

New rules introduced through the Energy Act 2023 and Heat Network Consumer Protection Regulations give heat network customers stronger rights when receiving heating, hot water, or cooling from a communal or district heat network.

From early 2026, all heat suppliers and operators – including us – are authorised by Ofgem and required to follow additional consumer protection standards. One of these key obligations is to identify and support customers who may need extra help in certain situations.

What is a communal heat network?

A communal heat network is a shared heating system that provides heating and hot water to multiple homes from one central source.

Instead of each apartment having its own gas boiler, a single boiler room heats the water for the entire building or development. This heat is then delivered to each home through insulated pipes.

Inside your apartment, a Heat Interface Unit (HIU) transfers this heat into your heating and hot water system.

What is the Priority Service Register (PSR)?

The Priority Service Register is a free service for heat network customers who have additional communication, safety or accessibility needs, whether temporary or long-term.

Being on the PSR means you receive extra support during outages, maintenance, or other service issues, similar to the protections already available to gas and electricity customers. 

Unsure if you are on a heat network?

A heat network is where there is a shared/communal heating system to provide heating and hot water to multiple homes from a central source (rather than having a boiler in each specific property). If you have a boiler in your property, you will not be on a heat network.

Who can join the Priority Service Register?

If you live on a development with a communal heat network, you can sign up for the Priority Service Register if you:

• Are of pensionable age
• Have a long-term or chronic illness
• Have a disability or sensory impairment
• Need help with communication or language
• Are a full-time carer or live with children aged 5 or under
• Are facing temporary life changes (e.g. pregnancy, financial difficulties)

What are the benefits of joining? 

Customers on our Priority Service Register may receive:  

• Updates and support during heat supply interruptions – including advance notice of planned works, priority during reconnection and contact availability 24/7 for urgent assistance.
• Help managing with your account – such as support with meter readings and guidance on financial assistance if you’re struggling with bills.
• Information in a format that suits you – including large print, audio or another language.
• The option to nominate someone you trust to receive important updates on your behalf during vulnerable situations.
• Extra reassurance and security through our identification and password scheme, helping you confirm that anyone contacting or visiting you is genuine.

How to register

If you are a heat network customer with specific needs and would like to join the PSR, simply complete our short registration form. Once you’ve signed up, we’ll contact you to confirm your registration and the support options you’ve chosen. We’ll also check in periodically to make sure your details remain up to date.

If you need help applying, updating your information or understanding the support available, please contact us.

By joining the Priority Service Register, you are helping us provide better, more personalised support and ensuring you receive the care and attention you deserve.