Who is responsible for your heat network?
Living on a heat network should feel simple and stress-free. We’re here to make sure you feel confident and supported, and we work closely with national and local organisations to protect your rights and ensure you’re treated fairly.
First things first, what is a heat network?
A heat network is a system of insulated pipes that carries heat from a central source, like an energy centre or boiler room, to homes and other buildings.
Who looks after your heat network?
Vital Community Energi manage the day-to-day management of your heat network, which includes metering, billing, or maintenance services. For details specific to your home, please check your welcome pack and residential supply agreements. However, if you have any issues, please contact our customer service team on 0808 156 0016.
The key organisations you should know about:
Ofgem: From January 2026, Ofgem will begin regulating heat networks with an initial set of rules that protect consumers, ensure fair pricing, promote reliability and create better outcomes for consumers.
Heat Trust: Since November 2015, Heat Trust has been a voluntary and independent heat customer protection scheme. For heat networks to be registered as ‘Heat Trust’ accredited, they must meet high customer service standards, provide fair treatment and transparency for heat network customers and ensure a reliable supply of heating and hot water. Heat Trust has provided support to heat network customers during the transition to Ofgem regulation.
Citizens Advice: The Citizens Advice service has been named the statutory advisor for heat network consumers in England, Wales and Northern Ireland. Providing a telephone-based advice service and having offices across towns and cities, they are there to provide you with non-biased advice and advocate for better consumer protections.
Consumer Scotland: Since April 2025, Consumer Scotland has been the statutory consumer advocate for heat network users in Scotland and works with partners Advice Direct Scotland and Citizens Advice Scotland to provide information, advice and encourage fair pricing, system efficiencies and better consumer protections.
Energy Ombudsman: The Energy Ombudsman is the independent body for resolving disputes between UK heat network consumers and suppliers, especially around issues like unfair billing, poor service or misleading information.
What is my role?
Your role is to pay your bills or top up your prepayment meter, following the responsibilities in your welcome pack or supply agreement.
Remember, the Vital Community Energi team are here to support you and we work with a whole network of organisations to make sure you feels supported and have a reliable supply of heating and hot water.
