New protections for heat network customers

Customers connected to a heat network, for heating and hot water, will benefit from stronger protections and improved support under new industry regulations.

Ruth Sutton, Karbon’s Environmental and Energy Officer, said: “Since heat networks came under Ofgem’s regulation, customers have started to benefit from protections similar to those already available to gas and electricity customers. The new regulations are a positive step and will help ensure people receive clear information, fair treatment and the support they need when they need it.”

Firstly, what is a heat network?

A heat network supplies heating and hot water from a central source to multiple homes through a network of pipes, rather than each home having its own boiler. 

At Karbon, we operate a number of heat networks across our communities, including communal heating schemes and the Byker Estate.

What do the new regulations mean for customers?

The new regulations mean customers can expect:

· clearer information about charges and services

· support if they’re struggling to pay their bills

· additional help for customers with health, mobility or communication needs

· easier access to complaints processes and independent advice

Find out more

We've created a dedicated Heat Network information page where you can find out more about:

· charges and tariffs

· support available if you need extra help

· how to raise a concern or complaint

· your rights as a heat network customer

· frequently asked questions

Visit our Heat Networks page for the latest information, support and guidance.

Heat network customers’ day-to-day service will remain the same. Changes sit alongside existing tenancy agreements and provide additional protections rather than replacing them.  

We’ll continue to maintain our heat networks, provide reliable heating and hot water, and deliver high standards of customer service.

You don’t need to do anything right now. We’ll contact affected customers directly with more information where these changes apply.

Need support or have a question?  Call 0808 164 0111 or email info@karbonhomes.co.uk. Please report any repairs via the MyKarbon portal or app.