From 1 April 2025, all heat network consumers will have the right to refer complaints to the Energy Ombudsman for alternative dispute resolution.

This change comes as part of new government legislation, and all heat suppliers are now legally required to register with the Ombudsman to support this.

We know many of you have already taken action, but if you haven’t yet, now’s the time to register.

🔗 Apply here via the Energy Ombudsman portal

What does this mean for heat networks?

Although Ofgem won’t take over formal regulation until January 2026, the Energy Ombudsman (EO) will begin reviewing customer complaints from April 2025.

Where heat supply agreements include specific terms, the EO will base their decisions on those. Where no terms exist, they’ll make decisions using a “market standard” approach.

Who can raise complaints?

The EO can only step in after a heat supplier’s internal complaints process has been exhausted.
That said, many suppliers may not currently have a formal complaints process in place — something the EO and DESNZ are aware of. We’ve encouraged a “soft landing” approach for suppliers unfamiliar with the process or not yet covered by the Heat Trust.

What happens if a supplier doesn’t register?

Without registration, the Energy Ombudsman can’t assign cases to the right network — but it is now a legal requirement. Not registering could risk enforcement action down the line.

What will the Ombudsman review?

• Billing disputes
• Service or supply issues
• Delays, missed appointments or poor communication
• Unresolved complaints escalated beyond the supplier’s internal process

Will this involve costs?

Yes, similar to other schemes, the EO applies:

• An annual membership fee
• Case fees for each complaint they handle

What support is available?

You can access the Energy Ombudsman Supplier FAQs HERE.

Summary

All heat suppliers must now be registered with the Energy Ombudsman.
The new rules came into effect 1 April 2025.
The EO will operate independently of Ofgem until 2026.

Cases must go through your complaints process first.
Don’t wait — register here.

Stay informed on the latest heat network regulations by exploring our Insights Hub. Don’t miss our ongoing ‘Mind the Gap: How to Get on Track for Compliance’ series, guiding businesses on bridging their heat network’s compliance gap.

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