Heat Trust

Heat Trust is a voluntary, not-for-profit, stakeholder-led customer protection scheme. It sets a common standard in the quality and level of customer service that customers should expect from their heat supplier.

Heat Trust sets service standards that apply to the primary heat network. This is defined as from the energy centre up to and including the heat interface unit (HIU).

Key service requiremens that Heat Trust requires heat suppliers to provide include:

• clear terms of service set out in a Heat Supply Agreement; 
• a customer information pack; 
• guaranteed service payments for interruptions in supply that have not been resolved in a specified timeframe;
• support for vulnerable customers;
• transparent bills and clear information on future charges;
• support for customers with payment difficulties;
• eight-weeks to resolve complaints; and
• access to the independent Energy Ombudsman.

We verify compliance with our standards, set out in our Scheme Rules, through monitoring data and audits.