Heat networks regulation: consumer protection guidance​

Overview

We are consulting on our draft guidance for consumer protections for heat networks in Great Britain (England, Scotland and Wales).

This consultation follows the heat networks regulation: implementing consumer protections consultation, published by the Department for Energy Security and Net Zero (DESNZ) and Ofgem on 7 November 2024. The responses to this consultation have been analysed and the government response was published on 8 August 2025.

We are now seeking views on our draft guidance for consumer protections for heat networks, including on areas such as complaint handling, billing practices and protections for vulnerable consumers.  

The consultation will be of interest to the heat network industry, including:  

• consumer advocacy groups 
• industry trade associations 
• energy supply companies 
• local authorities 
• housing associations 
• managing agents, property management companies and developers 
• landlords 
• building owners 
• heat network consumers 

Background 

The Energy Act 2023 named Ofgem as the regulator for heat networks in Great Britain. Our most recent Forward Work Programme outlines how we intend to develop a regulatory framework for heat networks which is proportionate, in line with our duties to protect consumers, and which supports:   

• investment 
• market growth 
• meeting the government’s net zero targets 

In addition to the 2024 consultation and the 2025 government response, this consultation builds on the approaches proposed in:   

• our 2023 joint consultation with DESNZ on heat networks regulations for consumer protection   
• the 2024 government response to that consultation  
• the contents of the Heat Networks (Market Framework) Regulations 2025 Statutory Instrument 

Before you start

Read the 'Heat Networks regulation: consumer protection guidance’ consultation and draft guidance document. You’ll find them in the ‘Related’ section on this page. Please refer to the guidance document when giving us your views. 

Why your views matter

Your feedback will help us develop new regulations to protect consumers and improve network reliability, while allowing growth in the sector.