We can help with a range of problems related to the price of energy, however unless you think your supplier is charging more than is allowed under Ofgem’s price cap, we won’t be able to consider complaints about the actual price of energy.

For more information about the support that is available if you are struggling to pay your energy bills, we recommend visiting the Citizens Advice website or talking directly to your supplier.

Information about Heat Networks

The Government requires that any energy price support provided to some businesses is passed on to domestic and microbusiness consumers in certain circumstances.

Introduction

In the Energy Prices Act 2022, the Government requires that any energy price support provided to some businesses is passed on to domestic and microbusiness consumers in certain circumstances. (See Government guidance). This requirement will apply to some heat networks suppliers that receive support from the Energy Bill Relief Scheme (EBRS).

Regulations have been put in place for heat network suppliers:

  • to pass on the benefit of the EBRS to domestic and microbusiness consumers and provide information on how the passthrough will be made to those consumers
  • to register to the redress scheme, administered by the Energy Ombudsman, which will allow heat network domestic and microbusiness consumers to raise a dispute if they have not received the benefit of the EBRS.

What does this mean for heat network consumers (domestic consumers and microbusiness consumers)?

There are four main grounds listed below that you can complain about if your heat network supplier has not:

  1. notified you that it has benefited from the EBRS.

  2. notified you of how it will pass through the benefit from the EBRS.

  3. passed on the scheme benefit within the timeframe required by the Regulations.

  4. otherwise complied with the requirements to pass through the EBRS benefit.

What to do if you need to raise a dispute about your heat network supplier about any of the four grounds

In the first instance you should contact your heat network supplier and ask them to fix the situation. If you cannot come to an agreement with your heat network supplier, you can raise the dispute with us, the Energy Ombudsman. The terms on when we can become involved in a dispute can be found here.