District and communal heating
District heating, sometimes known as communal heating, is a heat supply that is an alternative to gas. The technology has been developed to help reduce the carbon emissions within the United Kingdom in accordance with the Government’s commitments. A contract is usually formed between the district/communal heating supplier and the developer or Housing Association to use the heat technology within the premises. This is usually for a period in excess of 20 years, which means that a customer cannot transfer their supply to an alternative energy source, such as gas.
To ensure that district/communal heating customers receive an efficient service from their heat supplier a scheme called Heat Trust was created in November 2015. Although it is a voluntary scheme, it is supported by Government as a self-regulation initiative that recognises best practice. Heat Trust sets the customer service standards and customer protection requirements it expects district/communal heating suppliers that are a member of its service to provide.
Heat Trust members covered by our scheme
Heat Trust is a member of Ombudsman Services: Energy; we can therefore look at complaints about suppliers that are members of its scheme. This includes:
- E.ON Energy Solutions Ltd
- East London Energy Ltd
- Metropolitan King’s Cross T/A 95 Degrees
- SSE Heat Networks Ltd
- Switch2 Energy Ltd
- The Paintworks ESCO Ltd
If you have a complaint about one of the above suppliers we recommend that you contact the company and allow it eight weeks to resolve your complaint. This advice may help
. If after eight weeks your complaint remains unresolved please get in touch