Heat networks regulation: consumer protection guidance​

Closes 17 Oct 2025

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Standards of Conduct

Summary  

In this chapter, we provide draft guidance on both the Supplier and Operator Standards of Conduct authorisation conditions.

Details

The Standards of Conduct have an overarching objective and then five ’principles’ to be followed. Authorised persons (and their representatives) must achieve the principles in a manner consistent with the overarching consumer objective.

To achieve the Standards, authorised persons should ensure that fairness is at the core of all decisions made with regards to their consumers. The five ‘broad principles’ include requirements relating to:

  • behaviour towards consumers
  • providing consumers with information
  • customer service processes
  • considering vulnerable consumers
  • consumer engagement

Before you give us your views

You'll need to read the full details in:

1. Do you find our proposed guidance on the standards of conduct relevant to the corresponding authorisation condition, and useful?
2. Do you have suggestions for what we should consider including in a future iteration of the guidance on the standards of conduct, to make it more useful?
3. Are you able to share examples of how you have approached consumer engagement practices, where this has improved your understanding of consumer needs?