Ofgem published its decision on heat networks consumer protection guidance on 13 January 2026, alongside a finalised version of the guidance itself, ahead of regulatory commencement on 27 January 20261. The Energy Act 2023 named Ofgem as the regulator for heat networks in England, Scotland and Wales1. The Heat Networks (Market Framework) (Great Britain) Regulations 2025, made on 2 March 2025, set the same date in law: the remaining provisions come into force on 27 January 2026, defined in the regulations as "the launch date"2.
The guidance covers the Standards of Conduct, quality of service, billing and transparency, back-billing, heat supply contracts, protections for consumers in vulnerable situations, and security of supply1. Ofgem received 37 responses to its 2025 consumer protection guidance consultation, from trade associations, consumer groups and heat network operators, across 27 questions1. A majority (78%) agreed or partially agreed that the proposed guidance on the Standards of Conduct was relevant and useful; 67% said the same of the guidance on complaints; 43% agreed or partially agreed on assistance and advice, a question over half of respondents (57%) did not answer1.
One change followed stakeholder feedback directly. Ofgem said:
"Stakeholders called for a twenty-four-hour enquiry service to be made available to consumers experiencing an interruption in their supply, regardless of the reason for the interruption. We have amended the relevant authorisation condition to reflect this change."
Ofgem said it has not set prescriptive minimum standards for how the Standards of Conduct should be achieved, describing this as "a flexible, principles-based framework for networks of varying size and complexity"1. It also said it has not amended the definitions of operator and supplier, as these are statutory definitions published under the Heat Networks Market Frameworks Regulations1. The period after which a complaint can be escalated to the Energy Ombudsman remains eight weeks for heat networks, and Ofgem stated that it generally does not intervene in individual disputes between consumers and energy businesses, including heat suppliers and operators1.
The regulations set the scope of the regime. A "regulated activity" means operating a relevant heat network, or supplying heating, cooling or hot water to heat network consumers by means of one2. The principal objective of the Regulator is "to protect the interests of heat network consumers"2. The Secretary of State, not GEMA, determines and enforces general authorisation conditions related to the accuracy of heat meters2. The regulations do not apply to certain communal heat networks supplying cooling where cooling and any heating come only from air-conditioning and no hot water is supplied2. Authorisation conditions may include a price cap on charges to domestic heat network consumers, a prohibition on disproportionate charges, credit for consumers with pre-payment meters, and conditions about conduct where payments are not made, including restricting when premises may be disconnected2.
Why it matters for households
What the sources establish is that from 27 January 2026 the operators and suppliers of relevant heat networks in Great Britain are subject to authorisation conditions enforced by Ofgem, with the stated aim of fair treatment, clear information, reliable service and fair prices1. For a household whose heating, hot water or cooling comes from a shared network rather than its own boiler, the practical effect is that service standards, billing, complaints handling and protections in vulnerable situations now sit under a regulator rather than depending on the terms a landlord or operator chose. The heat network regulation framework also allows conditions on price caps and disconnection conduct, which bear directly on how much control a household has over what it pays and whether supply can be cut off2. Where a dispute arises, the escalation route to the Energy Ombudsman is unchanged at eight weeks, and Ofgem does not generally step into individual disputes1. The wider energy regulation and policy landscape, including the role of DESNZ, sits behind these arrangements.
What happens next
The regime commenced on 27 January 20261. Ofgem's guidance states that from January 2026 and until further notice its provisions are in effect, and that authorised persons in the relevant scenario will be subject to both the new authorisation conditions and existing housing legislation1. The Heat Networks (Market Framework) (Great Britain) (Amendment) Regulations 2026 inserted further provisions, including a new Part 3A, on 27 January 20262. No further commencement dates beyond these are given in the sources.
Sources2 cited
- Heat networks regulation: consumer protection guidance, consult.ofgem.gov.uk
- The Heat Networks (Market Framework) (Great Britain) Regulations 2025, legislation.gov.uk