If your home receives heat from a shared network, the first step in a billing dispute is to identify who supplies the heat, who issues the bill and who handles complaints. They may not all be the same organisation.
Ofgem launched heat-network consumer-protection regulation in Great Britain on 27 January 2026. Its announcement covers billing, customer-service standards, complaint handling and protections for vulnerable consumers.
A separate Energy Ombudsman review, published on 4 August 2026, covers complaints accepted between 1 April 2025 and 31 March 2026. It records 232 heat-network complaints accepted for investigation, with 70% upheld. These are complaints reaching the Ombudsman, not a measure of all heat-network customers or every bill issued.
The Ombudsman identifies customer service and billing as common complaint categories and notes the complexity of responsibilities across the sector. The findings make a practical case for clear communication, without deciding the merits of an individual dispute.
Start with the account and the period
Ask for an explanation of the charges, the dates they cover and the readings or other basis used. Keep each bill and any corrections together. If several households raise concerns, preserve the details of your own account rather than assuming every flat has the same usage or payment history.
Write down the part you are challenging. A question about the rate charged, a missing payment and an estimate of consumption are different issues. A short, specific description makes it easier for the organisation to respond to the actual problem.
Keep the complaint pathway clear
Use the supplier’s complaint process and ask for a reference and a written response. Keep a dated record of what was raised, what evidence was supplied and what action was promised. Check the Energy Ombudsman’s current eligibility and escalation process if the dispute remains unresolved.
For landlords and building managers
Make sure residents know which organisation to contact and what information will help it investigate. Passing a query between a managing agent, billing contractor and supplier without a clear handover can make an already confusing account harder to resolve.
Regulation and redress provide a framework for examining concerns. They do not guarantee that a disputed charge will be cancelled. The account, supporting evidence and applicable arrangements still need to be reviewed in each case.
Sources: Ofgem, Heat networks regulation is now live; Energy Ombudsman, first Heat Networks Annual Review. Checked 8 November 2026.