Citizens Advice response to Ofgem and DESNZ’s joint consultation on implementing consumer protections for heat networks
The ongoing cost-of-living crisis means many households face serious challenges in affording their essential bills, and heat network consumers have waited long enough for consumer protections. Citizens Advice has called for Ofgem to regulate the heat networks sector since 2017. In April 2025 we become the statutory advocate for heat networks consumers.
We support most of the proposals set out in this consultation. Essential consumer protections are needed to ensure heat network consumers have better outcomes. Initial regulations are due to come into effect in January 2026, with further measures to follow. Ofgem must ensure heat network consumers see better outcomes as soon as possible. We look forward to working collaboratively with Ofgem, DESNZ, Consumer Scotland, the Energy Ombudsman and the heat networks industry as the regulatory system takes effect.