At least half a million households are connected to one of 14,000 heat networks across the UK. If your home receives heating and hot water through a heat network, there are new regulations designed to give you more rights, clearer information and improved support.
Ruth, our Environmental and Energy Officer, explains what protections you now have as a heat network user and what you can do if things go wrong.
A heat network supplies heating and hot water from a central energy source to multiple homes rather than each property having its own boiler, for example, our schemes with communal heating and the Byker estate. Heat is distributed through a network of pipes that supply homes across a building or neighbourhood.
How you pay for your heat will depend on whether you have a meter in your home. Metered customers have an account with a third-party billing agent such as Sycous and Switch2 and pay for their actual consumption. Where homes don't have individual meters, bills are paid for within the service charge. The total cost can't be split based on exact usage. Instead, it's divided using a fair method, helping ensure everyone pays a reasonable share of the overall cost. In some cases, charges may be based on factors such as the size of a property and number of homes connected to the network
What do the new regulations mean for you?
Since January 2026, heat networks across Great Britain have been regulated by Ofgem, the energy regulator, bringing customers closer to the protections already available to gas and electricity customers. Some of the new protections are already in place, with further changes being introduced over time.
Your day-to-day service will remain the same, however, the new rules are designed to make sure customers are treated fairly, receive reliable services and have access to independent support if problems arise. The changes sit alongside your existing tenancy agreement and provide additional protections rather than replacing them.
You will receive information about how costs are reasonably calculated, as well as clear terms and conditions for your heat supply agreement and advance notice of any changes to them. Support is available if you're struggling to pay your bill, including payment plans, please let us know on 0808 164 0111 or email info@karbonhomes.co.uk.
The regulations also place a stronger focus on supporting customers who may need extra help. If you or someone in your household has health, mobility or communication needs, additional support may be available to help ensure you continue to receive the services you need. This could include prioritised repairs, extra assistance during service interruptions or communication in a format that works best for you. If your needs change or you need extra support, even short-term, please let us know and we can provide additional help.
The changes also make it easier for customers to raise concerns and access independent advice if they are unhappy with the service they receive. If you have a concern about your heat network, please let us know as soon as possible. If we have not resolved your issue and you are still not satisfied, you can follow our complaints process by visiting https://www.karbonhomes.co.uk/about-us/open-and-transparent/making-a-complaint/. Citizens Advice can offer further independent guidance, contact them on 0808 223 1133 or visit their website: www.citizensadvice.org.uk.
What can you expect from us?
The new regulations introduce additional responsibilities for Karbon as your heat network provider. From identifying customers who may be vulnerable and need additional assistance, to providing clearer information about your heat network, explaining charges more transparently and ensuring you know where to go for help and support.
We'll continue to maintain our heat networks to provide a reliable supply of heating and hot water and deliver high standards of customer service, responding quickly when issues occur. Please report any repairs via the MyKarbon portal or app, or call us on 0808 164 0111.
We're committed to helping customers understand these changes, what they mean in practice and feel more confident that their heating and hot water services are being managed fairly and effectively.
You do not need to do anything for now. Over the coming months, further information will be directly communicated if these changes affect you, including about how your network works, your rights and what we must do to support you. We will also offer opportunities for customers to ask questions and provide feedback.
At least half a million households are connected to one of 14,000 heat networks across the UK. If your home receives heating and hot water through a heat network, there are new regulations designed to give you more rights, clearer information and improved support.
Ruth, our Environmental and Energy Officer, explains what protections you now have as a heat network user and what you can do if things go wrong.
What is a heat network?
A heat network supplies heating and hot water from a central energy source to multiple homes rather than each property having its own boiler, for example, our schemes with communal heating and the Byker estate. Heat is distributed through a network of pipes that supply homes across a building or neighbourhood.
How you pay for your heat will depend on whether you have a meter in your home. Metered customers have an account with a third-party billing agent such as Sycous and Switch2 and pay for their actual consumption. Where homes don't have individual meters, bills are paid for within the service charge. The total cost can't be split based on exact usage. Instead, it's divided using a fair method, helping ensure everyone pays a reasonable share of the overall cost. In some cases, charges may be based on factors such as the size of a property and number of homes connected to the network
What do the new regulations mean for you?
Since January 2026, heat networks across Great Britain have been regulated by Ofgem, the energy regulator, bringing customers closer to the protections already available to gas and electricity customers. Some of the new protections are already in place, with further changes being introduced over time.
Your day-to-day service will remain the same, however, the new rules are designed to make sure customers are treated fairly, receive reliable services and have access to independent support if problems arise. The changes sit alongside your existing tenancy agreement and provide additional protections rather than replacing them.
You will receive information about how costs are reasonably calculated, as well as clear terms and conditions for your heat supply agreement and advance notice of any changes to them. Support is available if you're struggling to pay your bill, including payment plans, please let us know on 0808 164 0111 or email info@karbonhomes.co.uk.
The regulations also place a stronger focus on supporting customers who may need extra help. If you or someone in your household has health, mobility or communication needs, additional support may be available to help ensure you continue to receive the services you need. This could include prioritised repairs, extra assistance during service interruptions or communication in a format that works best for you. If your needs change or you need extra support, even short-term, please let us know and we can provide additional help.
The changes also make it easier for customers to raise concerns and access independent advice if they are unhappy with the service they receive. If you have a concern about your heat network, please let us know as soon as possible. If we have not resolved your issue and you are still not satisfied, you can follow our complaints process by visiting https://www.karbonhomes.co.uk/about-us/open-and-transparent/making-a-complaint/. Citizens Advice can offer further independent guidance, contact them on 0808 223 1133 or visit their website: www.citizensadvice.org.uk.
What can you expect from us?
The new regulations introduce additional responsibilities for Karbon as your heat network provider. From identifying customers who may be vulnerable and need additional assistance, to providing clearer information about your heat network, explaining charges more transparently and ensuring you know where to go for help and support.
We'll continue to maintain our heat networks to provide a reliable supply of heating and hot water and deliver high standards of customer service, responding quickly when issues occur. Please report any repairs via the MyKarbon portal or app, or call us on 0808 164 0111.
We're committed to helping customers understand these changes, what they mean in practice and feel more confident that their heating and hot water services are being managed fairly and effectively.
You do not need to do anything for now. Over the coming months, further information will be directly communicated if these changes affect you, including about how your network works, your rights and what we must do to support you. We will also offer opportunities for customers to ask questions and provide feedback.
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